Lead Scheduling Operations Specialist

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Requirements:

• Bachelor’s degree in health sciences, business administration, communications or relevant field required
• 4+ years experience working in a customer/patient success or support role
• Previous direct people management or mentoring experience preferred
• Knowledge of HIPAA policies and procedures
• Comfort with Technology: Proficient with digital, cloud-based communication and software platforms (Slack, G-suite, Zoom, electronic medical record systems)

Responsibilities:

• Serve as a leader within the Scheduling Operations department, directly managing a team of Scheduling Operations Specialists and providing onboarding, training and coaching to help the team achieve its goals
• Support internal department and cross-functional project opportunities as assigned, in order to improve the operations and efficiency of the scheduling function
• Respond in a timely and efficient manner to assigned onboarding tasks
• During onboarding, support the transition of patients from admissions to treatment by scheduling initial intakes with providers, activating each patient or support’s Equip account, and ensuring a positive start to the treatment journey
• Educate patients during onboarding on the Equip treatment model, virtual modality, and time commitment required for successful recovery in order to ensure strong patient/family expectations alignment
• Support other specialized onboarding duties as assigned, including but not limited to provider care team assignments for patients and families
• Update and manage provider schedules in line with workflows
• Collaborate with provider leads to manage instances of provider out of office coverage
• Follow established workflows to create a positive, consistent experience for patients / families when scheduling support is needed, as measured by scheduling satisfaction
• Conduct proactive outreach to patients with appointment gaps (e.g., no shows / cancellations) in order to support strong intake attendance
• Provide input on workflows to identify opportunities for improvements to improve patient satisfaction with scheduling
• Complete required documentation within Equip’s digital systems in a timely and accurate manner
• Adapt to organizational and/or team needs as required