Medical Scheduling Coordinator Lead

Medical Scheduling Coordinator Lead Tidewater Orthopaedics - 3.0 Hampton, VA Job Details Full-time $18 - $21 an hour 6 hours ago Benefits Health savings account Disability insurance Health insurance Dental insurance 401(k) Flexible spending account Paid time off Employee assistance program Vision insurance 401(k) matching Employee discount Life insurance Qualifications Teamwork Operations management High school diploma or GED Team development Organizational skills Full Job Description Job Purpose The Lead Medical Scheduling Coordinator will oversee daily operations of the center, ensuring compliance with established protocols. This role is responsible for enforcing department procedures to deliver a timely, informative, and consistent experience. The position will focus on monitoring daily KPIs to align with the practice's overall strategy. The Lead Medical Scheduling Coordinator will directly supervise a team of five (5) on a daily basis. Tasks Monitor calls to ensure patient interactions meet established quality standards, conducting a minimum of 3 call reviews per staff member weekly, with documentation stored in their file. Proactively manage escalations and take over calls when necessary. Conduct weekly one-on-one meetings with each scheduling coordinator, offering real-time coaching, training, and scheduling updates to ensure ongoing support and development. Evaluate key behaviors to optimize call volume and enhance the patient experience, while focusing on reducing hold times, abandoned, and dropped calls. Measure performance by tracking key metrics, such as call abandonment and wait times, using the performance scorecard. Coordinate daily staffing levels based on call volume and business requirements. Collaborate with the leadership team to support scheduling coordinators and optimize customer satisfaction. Manage time and attendance for the department and report directly to the Clinic Director. Prepare a monthly business review to highlight the department's performance, goals, and action plans. Answer all incoming calls, gather relevant information, and route the patient accordingly. Manage scheduling and referral opportunities based on clinic volume per provider, ensuring adherence to current call center guidelines. Create opportunities for agent recognition and implement department incentives. Participate in weekly one-on-one meetings with the Clinic Director to review department performance, staffing, clinic updates, and action plans. This role will actively handle calls, with a priority on stepping in during peak call times or when staffing is critical. Manage the counseling and disciplinary process in collaboration with the Clinic Director. Provide training and support for new hires within the department. Ensure adherence to 'Call Center Expectations,' including schedule compliance and meeting performance metrics Maintain up-to-date knowledge of policies and procedures. Communicating with supervisors, peers, or subordinates. Performing for or working directly with the public. Perform other duties as assigned. Physical Demands Frequently standing, walking, and sitting. Ability to reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, talk or hear. Ability to pull, lift, carry, and push greater than 50lbs repetitively. Specific vision abilities required by this job include ability to adjust focus.

Qualifications Years of Experience:

3+ years of scheduling experience in a healthcare or medical setting is preferred. Prior supervision experience preferred.

Education:

High School Diploma Skills Active Listening Speaking Reading Comprehension Writing Critical Thinking Social Perceptiveness Instructing Complex Problem Solving Operation Control & Monitoring Troubleshooting Time Management Computer Navigation Detail Oriented Strong organizational skills

Pay:

$18.00 - $21.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Disability insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person