[Hiring] Clinical Scheduling Team Services Supervisor @Cortica - Neurodevelopmental

Role Description

Cortica is looking for a Scheduling Team Services Supervisor to join our expanding multi-disciplinary team. As the Supervisor for the Scheduling Care Coordinators, you will be responsible for leading and overseeing daily scheduling operations across various centers and disciplines, fostering team collaboration and ensuring maximum utilization of authorized hours based on clinical guidelines. You'll serve as the critical point of escalation and support, providing strategic guidance, troubleshooting complex issues, and promoting open communication among team members. Your role will also entail maintaining adherence to Service Level Agreements (SLAs) and ensuring adherence to best practices for optimal scheduling.

What will you do?

• Strategic Operational Oversight & Team Collaboration: Lead daily scheduling operations across multiple centers, collaborating with team members to maximize authorized hours and sessions based on clinical recommendations. Proactively identify and address scheduling-related issues, particularly focusing on cancellations, conflicts, and the need for rescheduling activities to fill providers to capacity.
• Team Support, Guidance & Point of Escalation: Provide strategic guidance, troubleshoot complex issues, and propose solutions to enhance scheduling efficiency and service delivery. Serve as a primary point of escalation for challenging scheduling and operational issues. Promote a culture of open communication, encouraging team members to share their insights and challenges. Mentor team members, fostering their professional growth and strengthening team cohesiveness.
• System Leadership: Drive daily support to Scheduling Care Coordinators using Axon and Salesforce. Collect and relay crucial feedback from Scheduling Care Coordinators to the IT team to stimulate system improvements.
• Quality Control, Auditing, SLA Adherence & Best Practices Implementation: Oversee schedule accuracy, email response times, SF ticket turnaround time, phone call quality, and Careplans in SF, conducting comprehensive audits as necessary. Ensure teams effectively utilize best practices, systems, processes, and Axon software for optimal scheduling. Uphold adherence to Service Level Agreements (SLAs).
• Queue Management: Lead the proactive management of case assignments, focusing on past due cases, ensuring diligent follow-ups with teammates and reassigning cases based on workload and scheduler PTO.
• Team Development, HR Partnership & Leadership: Lead insightful performance reviews and regular 1:1 meetings with direct reports. Collaborate with the Talent Acquisition Department for the onboarding and training of new hires. Foster ongoing development for staff. Partner with HR and the Director of Scheduling Team Services to handle any personnel issues, ensuring a harmonious and productive working environment.
• Adaptability: Foster a solution-oriented outlook when presented with varying levels of change.
• Multitasking: Showcase your ability to multitask effectively and pivot between competing priorities, ensuring all tasks are handled promptly and accurately.
• Project Management: Demonstrate your proactive and collaborative nature by undertaking various projects as requested and needed.
• Travel: Be prepared to travel between centers as needed, further extending your support and expertise across our scheduling operations.
• Maintain Flexibility: This position may require working outside of normal business hours to meet project deadlines or address urgent matters. The ability to maintain a flexible schedule and be responsive to the organization's needs is essential.

Qualifications

• You have a bachelor’s degree (preferred).
• You have 3 years’ managing and coordinating scheduling in ABA, DT and/or medical services.
• You are customer service oriented–friendly, cheerful, and helpful to clients and others while following Cortica policies and procedures.
• You are team oriented and committed to developing collaborative and productive relationships.
• You possess a strong understanding of scheduling principles and best practices with a commitment to continuous learning and improvement.
• You possess strong problem-solving skills with the ability to serve as a point of escalation, provide guidance, and recommend corrective actions to address challenges.
• You have outstanding communication skills, with the ability to liaise effectively with different teams within the organization and provide clear and concise information to team members.
• You have a collaborative mindset driven to foster ongoing relationships to help achieve shared goals.

Benefits

• Medical, dental, and vision insurance.
• 401(k) plan with company matching and rapid vesting.
• Paid holidays and wellness days.
• Life insurance and disability insurance options.
• Tuition reimbursements for professional development and continuing education.
• Referral bonuses.

Compensation

The base pay range for this opening is $60,177.78 - $75,222.22. According to your skill level, relevant experience, education level, and location, you will receive compensation that fits appropriately within the range.