LPN Infusion Center Scheduler Supervisor at AdventHealth

Date Posted: 10/18/2019

Job Snapshot

  • Job Schedule
    Full-Time
  • Location:
    Maitland, FL
  • Job Category
  • Date Posted:
    10/18/2019
  • Job ID:
    19019197
  • Job Family
    Patient Financial Services
  • Travel
    Yes, 50 % of the Time
  • Shift
    1 - Day
  • Application Zone
    1-Shared Services
  • Organization
    AdventHealth Central Florida

Job Description


Description

LPN INFUSION CENTER SCHEDULER SUPERVISOR FT DAYS – AdventHealth Maitland

Location Address: 900 Winderly Place, Maitland, FL 32751

Top Reasons to work at AdventHealth
  •   Located north of Orlando in the community of Altamonte Springs, our facility is consistently named “Best Hospital” for overall quality, reputation, doctors and nurses by local residents

  • As the largest satellite campus within the AdventHealth system, AdventHealth Altamonte has been providing state-of-the-art healthcare to the community since 1973

  • The 398-bed hospital cares for more than 168,000 patients a year. We are proud to be revolutionizing health care with visionary leadership and world-class resources

 
Work Hours/Shift:
  • Full Time/M-F 8a-5p
You Will Be Responsible For:    
  • Accountable for day to day functions and responsible for achieving scheduling metrics such as abandonment rate, service level and calls per hour. Monitors call volumes and alerts Scheduling Team Leads if backlog is greater than three calls or longest wait is one minute or longer. Takes incoming queue calls as needed to maintain team performance goals. Strives to keep schedulers focused and available for calls by resolving issues and questions as needed. Manages all inbound and outbound call queues and staff to ensure speed to answer goals. Monitors electronic scheduling orders as well as fax orders to ensure all patients are being called proactively and scheduled timely. Identifies problems proactively for expedited resolution.
  • Ensures team success in meeting and exceeding scheduling goals. Holds staff accountable for individual goals set by leadership and department. Provides encouragement, education, and training to motivate team members. Ensures proper scheduling protocols are followed to ensure infusion center schedules are balances appropriately and promote nurse and patient safety. Reviews and communicates all scheduling reports/metrics, in a timely manner, to team and follows up with team members as needed. Consistently ensures team members understand the importance of balancing infusion center schedules appropriately based on acuity of Oncology regimens and stays up to date with medical terminology as it related to Oncology and provides medical terminology training to staff as needed. Audits team members to ensure future appointments for regimens are scheduled according to the physician orders.
  • Works closely with physician offices, as well as service line and clinical partners. Serves as single point of contact for initial communication with service line and clinical partners; is the second (first, in the absence of a lead) stage of escalation process to leadership. Communicates to service line partners when scheduling delays arise and ensures all steps are taken to educate team on how to avoid future delays. Accountable for continual open communication with the benefits and authorization team as well as clinical, ancillary, Radiation Oncology, Patient Access, and Patient Financial Services departments to ensure patients have an exceptional experience.
  • Delivers excellent customer service utilizing iCARE. Ensures the entire staff has a pleasant tone of voice, friendly and helpful attitude and ensures patient centricity in every interaction. Attempts to resolve customer issues and initiates service recovery process as needed. Immediately alerts next level leader of any situation or physician complaint that cannot be resolved by the Supervisor. Conducts quality assurance monitoring and provides feedback to encourage courteous and efficient service to our customers. Provides team members with tools and training needed to assist in meeting accuracy standard and productivity goals, as well as minimize scheduling errors. Oversees new hire training to ensure employees successfully meet 90-day productivity standards. Provides succession planning and encouragement to team members in order to promote positive career growth within Revenue Cycle and AdventHealth.
  • Assists in meeting monthly budget and staffing goals by scheduling staff to meet respective area volumes. Provides continual coverage, as required, to offer prompt patient service and be available for various registration needs. Limits use of overtime by monitoring productivity and adjusts staff as necessary based on volume. Communicates budget information to team and engages team in ways to reduce cost and create efficiencies.
  • Ensures employee performance and attendance documentation is current and accurate. Presents written and verbal directions to employees to ensure they are well-informed about their job requirements. Provides feedback for employee performance evaluations while adhering to Florida Hospital & regulatory evaluation guidelines. Identifies problems proactively to expedite resolution offering training whenever needed.
  • Ensures the team meets patient satisfaction and employee engagement scores and goals set by Florida Hospital and the RCFO department. Follows up on patient concerns with employees, when applicable. Promotes an atmosphere of open communication for staff at all times and encourages team to give ideas and feedback. Conducts department meetings and is able to tie back department initiatives to the Florida Hospital vision statement.
  • Adheres to HIPAA regulations by verifying pertinent information to determine caller or visitor authorization level before releasing account information.

Qualifications
What You Will Need:
 

EDUCATION AND EXPERIENCE REQUIRED:

  • 2-3 years experience with patient scheduling

  • Associates degree in healthcare or business related field

EDUCATION AND EXPERIENCE PREFERRED:

  • 1 year experience in a call center or oncology setting

LICENSURE, CERTIFICATION, OR REGISTRATION REQUIRED:

  • LPN
Job Summary:

The Ambulatory Infusion Center Scheduling Supervisor applies performance management and coaching principles that promote a positive and encouraging work environment.  Responsible for supervisory functions in the call center environment by answering incoming calls from patients to address infusion scheduling appointment inquiries and questions, handle complaints, troubleshoots problems, obtains accurate information and schedules infusion appointments to ensure the well being and patient satisfaction goal of AdventHealth.  The Ambulatory Infusion Center Scheduling Supervisor oversees the frontline scheduling staff (both onsite and offsite) including Team Leads and assures that performance goals related to scheduling efficiency, call handling and customer service are met. Ensures Team Leads are monitoring and tracking the individual performance of schedulers placed amongst their teams by evaluating performance of answering phones in a timely and efficient manner to achieve high productivity with optimal accuracy of creating an appointment. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.



This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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