• Scheduling Manager

    Job Locations US-WI-Green Bay
    Hire Type
    Regular Full-Time
    Category
    Administration
    # of Openings
    1
    Job ID
    2018-6462
  • Overview

    The Scheduling Manager oversees the scheduling staff and functions for Caravel Autism Health’s service areas and is responsible for ensuring that clients across all markets receive therapy visit schedules according to their agreed upon therapy hours. Coaches, leads, and directs work flow of Scheduling Team, assisting in scheduling efforts as needed.

     

    This position collaborates with Clinical Directors, Senior Therapists, Intake Coordinators and Talent Acquisition Team to identify client and therapy staff needs and fulfill scheduling requirements. Strong customer service skills support the Scheduling Department’s ability to create and sustain positive relationships with client families throughout the course of treatment.

     

    Responsibilities

    Essential Functions of the role-

     

    Customer/Client Service:

    1. Supports the Mission and Values of Caravel Autism Health.
    2. Creates and develops systems that enable the Client Care Coordinators to efficiently and reliably determine availability and client-staff fit.
    3. Ensures that schedules meet client and staff needs for appropriate matching, team size and continuity across all markets.
    4. Manages the allocation of workload among Client Care Coordinators.
    5. Advises and provides oversight for escalated customer service issues using superior interpersonal skills, empathy and problem-solving abilities.
    6. Promotes the building of personal relationships between Client Care Coordinators and staff that foster loyalty and flexibility.
    7. Develops and maintains metrics to measure the quality and efficiency of the scheduling process; develops strategies to improve processes in support of the Caravel Autism Health Balanced Scorecard.
    8. Collaborates with clinical leaders and talent acquisition team to problem solve scheduling issues.
    9. Provides additional support as a Client Care Coordinator as needed.

     

    Operations and General Administrative:

    1. Actively participate as a member of the Management team to address program policy and procedures, develop best practices, and improve service delivery. Continually assess operations and suggest improvements of operation.  Contributes to long-term planning and project development to support mission of the company.
    2. Consistent and regular attendance is a requirement of the position.
    3. Expectations are for employee to work on average 40 hours per week or more in completing duties and responsibilities of the position.

    Leadership:

    1. Coaches, leads, mentors, hires, and develops cohesive team of Client Care Coordinators. Ensures that staff are meeting or exceeding performance standards.
    2. Proactively handles all employee relation issues within the team.
    3. Sets goals, priorities and performance standards for centralized scheduling performed by Client Care Coordinators.
    4. Directs Client Care Coordinators to ensure the department operates in an efficient manner and that the internal and external customers receive the highest quality customer service.
    5. Instills customer service focus that meets and/or exceeds internal and external customer needs.
    6. Provides developmental opportunities and cross training for staff. Trains staff on appropriate procedures, rules, and regulations on an ongoing basis.
    7. Identifies efficiency improvements among staff, including technological solutions or other solutions that will enhance service levels.

    Non-Essential Functions/Other Duties

    Performs other duties as assigned.

     

    Supervisory Responsibility

    Directly leads the Client Care Coordinators. 

     

    Travel Required: Occasional travel required.

     

    Physical Demands:

    This is largely a sedentary role, with frequent sitting and computer keyboarding required.  Employee will be required to sit, talk, hear, type and write.  Occasional bending, squatting, stooping, and lifting (up to 35 pounds) are required. 

     

    Qualifications

    Education: 

    At least a high school diploma or equivalent, with strong preference for Associates or bachelor’s degree in a Business, Administration, or Health related discipline or equivalent experience.

     

    Experience:

    • At least two years of previous scheduling related experience, with preference for experience in leading a scheduling team and managing direct reports.
    • Experience utilizing automated scheduling software, i.e. Central Reach or other programs.

     

    Skills and Competencies:

    • Ability to adhere to Caravel’s key leadership skills and traits of: Positive Attitude, Integrity, Accountability, Developing and Motivating Others, Fostering Teamwork, Effective Communication and Strategic Thinking.
    • Strategic focus, with the ability to identify and execute on key business strategies that will support attainment of overall organizational business objectives.
    • Ability to effectively lead, coach, manage, mentor and develop others, holding staff accountable as appropriate.
    • Ability to motivate staff.
    • Desire and ability to seek out continuous improvements. Develop and communicate updated processes and procedures.
    • Strong organizational skills necessary to coordinate and direct the scheduling function.
    • Strong analytical and problem solving skills.
    • Effective communication skills needed to interact with others.
    • Ability to develop, maintain, and foster positive working relationships.
    • Exemplary customer service focus, with both internal and external clients.
    • Displays professionalism and represents organization in a professional manner.
    • Ability to abide by ethical guidelines and policies, including strict adherence to confidentiality and HIPAA guidelines.
    • Strong knowledge of HIPAA privacy and security rules and regulations.

     

    Other:

    • Must be 18 years old or older.
    • Must be able to pass a thorough background check.

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