Job Summary:

The Surgery Scheduling Manager is responsible for overseeing the day-to-day activities, including operational, personnel and administrative functions of our Surgery Scheduling Department. This position performs a wide variety of duties and responsibilities that emphasize leadership, quality patient care and customer service. The Surgery Scheduling Manager will be required to know how to schedule at all surgical facilities as well as can schedule for all providers in order to guide the team properly. They are responsible for creating an optimal surgery scheduling experience by managing all tasks related to surgery scheduling. This person will work with their team and others' surgery schedulers to ensure that all clinic locations are operating as a whole. The Surgery Scheduling Manager must exemplify the core values of the organization, always exercising utmost discretion, diplomacy and tact in all patient/staff interactions while fostering an environment that promotes excellent patient care, comfort and trust.

Job Duties and Responsibilities:

• Serve as the primary point of contact at all LACENTA clinics both internally and externally for all matters relating to surgery scheduling.
• Develop and manage relationships with outside vendors, hospitals and surgery centers.
• Manages the day-to-day operations of the Surgery Scheduling department to optimize performance and quality levels while ensuring the most efficient use of resources.
• Develops, implements, and maintains departmental processes and procedures. Establishing goals and outcomes.
• Monitors daily operating activity of the department and makes necessary adjustments in work assignments.
• Conducts department audits to maintain consistency in the surgery scheduling process.
• Research and resolve scheduling discrepancies promptly.
• Ensures all runs smoothly with the coordination of procedure time between patient, physician, and surgery center and/or hospital/outpatient surgery center.
• Oversees calendar of surgery and procedure times; follows up with physicians to resolve scheduling conflicts promptly.
• Ensures the surgery team has pre-certified procedures with insurance companies and successfully faxed patient packets to surgical facilities, including histories and physicals and other doctors' orders.
• Ensures that the staff obtains necessary special equipment requested by physicians for specific procedures.
• Ensures that Surgery Schedulers have followed up with all parties involved to communicate changes in the schedule or place of surgery and work proactively to ensure that all changes are handled in an orderly fashion.
• Audits work product of the Surgery Scheduling team to ensure records are complete, accurate, and up-to-date.
• Maintains current physicians’ schedules and ensures that cases are not scheduled when the physician is unavailable.
• Handle patient grievances, patient concerns, and all customer service-related matters related to Surgery.
• Design strategy and set goals for growth for the Surgery Department.
• Provides trends and action plans for improvement to the leadership team.
• Engages in the hiring process by conducting interviews and employee disciplinary processes when necessary.
• Aid in developing and approving all clinic personnel schedules for the department. Manage coverage issues brought about by staff call outs.
• Ensures appropriate coaching, training, and expectations for staff, as evidenced by their department’s performance compared to the goal.
• Evaluate and manage the workload of the Surgery Scheduling team to ensure that all tasks are able to be completed appropriately.
• Other duties as assigned.

Qualifications and Experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are reflective of the knowledge, skill, and/or ability required.

• AA Degree
• At least 3 years in a supervisory role
• Strategic thinker, innovative and problem-solver
• Excellent communication skills
• Results-driven, adaptable with the ability to manage multiple priorities and schedules
• Knowledge of ENT, preferred
• Bilingual: English/Spanish
• Demonstrated ability to grow and manage a team while focusing on process improvement and customer service.
• Strong leadership and management skills, especially around internal communication and collaboration, goal-setting and metrics/performance management
• Ability to travel to all clinic locations with reliable transportation