Appointment Services Supervisor

Position Description:

Every day, in ways both big and small, the Medical College of Wisconsin (MCW) is impacting lives for the better. MCW … changemaking for a healthier Wisconsin.

In the role of Appointment Services Supervisor, you will be working in the Medical College Physicians Administration department. You will supervise call center staff, including the day-to-day operations, monitor workflow/calls, ensure coverage, delegate work, provide written protocols and expectations for daily tasks, complete human resource functions including, but not limited to: interviewing, hiring, onboarding, disciplinary actions, performance evaluations, and staff development. Communicate regularly with clinic leaders of locations served by the call center to ensure excellent service is being provided. Keep unit manager informed at all times. Help with special projects and assist the team with call handling and scheduling when needed.

Responsibilities:

• Oversees the daily operations of the centralized scheduling call center.
• Supervises staff, recruits for position vacancies, establishes performance guidelines & standards, conducts staff performance evaluations, and completes regular training check-ins for new and current staff. Initiates and conducts disciplinary actions as necessary following organizational and legal guidelines.
• Ensures accuracy, completeness, and timeliness of department work. Communicates, delegates and provides direction regarding work responsibilities and expectations.
• Resolves problems, issues, and concerns with patients, department personnel and providers. Investigates, recommends, and implements process changes and improvements.
• Develops and implements departmental policies, procedures, and standards. Assists with keeping all resources up-to-date for staff. Reviews and revises as needed.
• Ensures appropriate staffing, approves timesheets and requests for time off, monitors attendance, productivity, quality and overall performance of staff.
• Assists in training new staff. Coordinates and conducts new employee orientation for all incoming staff and holds regular check in meetings with new staff throughout the training period.
• Directs team leads to ensure proper training of staff and completion of all staff tasks.
• Communicates regularly with team leads and manager of the QA/Training unit to obtain performance and quality data, identify additional training needs, as well as coordinate data for performance evaluations. Ensure staff are meeting or exceeding department goals, including running of regular phone reports and sharing productivity data with staff regularly.
• Conducts and participates in team and departmental meetings. Establishes, improves, and maintains appropriate internal and external communication.
• Corresponds regularly with departments/clinics served by the call center and shares feedback with staff.
• Participates as needed in departmental and hospital committees and task forces to recommend enhancements in systems and/or processes.
• Maintains competence through attendance at mandatory and other job-related educational opportunities.
• Provides back-up for the call center Manager and assists the team with call handling and scheduling as needed.
• Provides budgetary recommendations. 

Knowledge – Skills – Abilities

Knowledge of medical terminology, managed care/insurance, and multi-line phone systems. Skill in planning, organizing, delegating, and supervising. Ability to take initiative and exercise independent judgment, decision making, and problem-solving. Knowledge of human resource management practices, including hiring, onboarding, and disciplinary procedures. Excellent oral and written communication and customer service skills.  Ability to function well under pressure and tactfully and effectively interact with all contacts. Proficient in Microsoft Office. Prefer knowledge in EPIC Cadence scheduling and registration systems.

Preferred Schedule:

Position Requirements:

Minimum Qualifications:

Appropriate experience may be substituted for education on an equivalent basis.

Minimum Required Education: Bachelor’s Degree or equivalent experience

Minimum Required Experience: 5 years progressively responsible experience, preferably in a medical setting with 1 year of leadership experience

Preferred Qualifications:

Preferred Education: Bachelor’s Degree

Preferred Experience: Epic Scheduling and registration, training, and team leadership experience preferred

Field: Healthcare Administration

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Why MCW?

• Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
• 403B Retirement Package
• Competitive Vacation and Paid Holidays offered
• Tuition Reimbursement
• Paid Parental Leave
• Pet Insurance
• On campus Fitness Facility, offering onsite classes.
• Additional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc. 

For a full list of positions see: www.mcw.edu/careers   

For a brief overview of our benefits see: https://www.mcw.edu/departments/human-resources/benefits

Eastern Wisconsin is a vibrant, diverse metropolitan area.  MCW is intent on attracting, developing, and retaining a diverse workforce and faculty body that reflects the community we serve. We value diversity of backgrounds, experience, thought, and perspectives to advance excellence in science and medicine.  MCW is a welcoming campus community with a strong culture of collaboration, partnership, and engagement with our surrounding community. For more information, please visit our institutional website at https://www.mcw.edu/departments/office-of-diversity-and-inclusion . 

MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination

The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering a diverse community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual’s race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.

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