Supervisor, Patient Access – Regionalized Scheduling

The Supervisor, Patient Access – Regionalized Scheduling oversees scheduling operations across a defined geographic area. This leader ensures consistent execution of scheduling workflows, template management, and a best-in-class patient experience.

Essential Functions

Leadership & Team Management

• Manage the hiring, staffing, training, scheduling, and performance of scheduling staff within the district.
• Conduct regular check-ins, performance evaluations, and skill development plans to lead, coach, and develop district scheduling teams.
• Cascade regional-level goals and ensure alignment with organisational KPIs.
• Foster a culture of accountability, collaboration, and patient-first service.

Operational Oversight

• Oversee day-to-day scheduling operations, including appointment booking, template management, and adherence to standardised workflows across all clinics in the district.
• Ensure consistent execution of scripts, scheduling protocols, and documentation requirements.
• Monitor district compliance with scheduling accuracy, service level agreements, and productivity standards.
• Partner with regional leaders to support the resolution of operational gaps.
• Conduct regular call and scheduling audits to ensure performance standards are met.

Operational Contributions

• Provide exception-based support during call surges or staffing issues.

Patient Experience & Satisfaction

• Ensure all scheduling interactions reflect a patient-centred philosophy and deliver a warm, accurate, and proactive experience.
• Review patient complaints, delays, and feedback to drive improvements and close service gaps.
• Partner with clinic operations to remove obstacles impacting timely scheduling and patient readiness.
• Serve as an escalation point between patient and leaders to address complaints or concerns brought to the team's attention.

Process Improvement & Compliance

• Track and report district KPIs including call volumes, wait times, scheduling completion rates, and template utilisation.
• Utilise data to identify trends, workflow issues, and opportunities to increase efficiency and minimise delays.
• Support implementation of best practices originating from enterprise, division, or regional pilots.
• Ensure compliance with privacy regulations, payer requirements, and internal quality standards.

Collaboration & Reporting

• Partner with clinic managers, regional access manager, regional clinical operations, and centralised access teams to ensure seamless coordination of scheduling activities.
• Serve as the primary operational link between scheduling staff and regional operations and access managers.

Training and Development

• Deliver training, onboarding, and ongoing competency development for scheduling staff.
• Reinforce workflow standardisation, documentation accuracy, and patient communication excellence.
• Identify skill gaps and collaborate with enterprise training teams when needed.
• Maintain updated documents for team reference and tools to support productivity and performance.

Strategic and Administrative Duties

• Support district workforce planning, staffing models, and coverage for scheduling roles.
• Provide regular status updates, performance summaries, and improvement plans to the Regional Manager.
• Support local change management as new tools, processes, and technologies are deployed.

Schedule

• Full Time: availability within 7am-7pm M-F

Compensation Pay Range: $42,000-45,000/Year