Infusion Scheduling Supervisor - 138329

The Infusion Scheduling Supervisor reports to the Infusion Scheduling Manager and provides operational leadership specific to infusion scheduling workflows and processes. This role supervises team members (both on-site and in the Infusion Scheduling Call Center), including Team Leads. The Infusion Scheduling Supervisor creates a high-performance team that delivers integrated and coordinated care by ensuring performance goals related to scheduling quality and efficiency, call handling, and patient experience are met.

In collaboration with Infusion Nurse Leadership and under the guidance of Cancer Services Operations Management, the incumbent develops scheduling protocols and workflows and leads daily escalation meetings for review and triage of infusion scheduling requests to ensure Infusion Center schedules are level-loaded. The Infusion Scheduling Supervisor applies performance management and coaching principles that promote a positive, collaborative, and encouraging work environment.

As a technical scheduling expert, the Infusion Scheduling Supervisor is well-versed in infusion scheduling protocols and is responsible for training and onboarding new employees. The Supervisor leads team huddles and staff meetings with a specific focus on standardizing scheduling procedures, education, and the patient access experience. This role responds to customer inquiries and/or problems, handles complaints, troubleshoots scheduling issues, audits appointments to ensure accuracy, and identifies opportunities for improvement to optimize scheduling operations in support of the Infusion Centers. The Supervisor interacts, communicates, and builds relationships with internal and external stakeholders.

The Supervisor oversees non-clinical staff involved in routine scheduling-related functions, including registration, new patient coordination, scheduling, and insurance authorizations related to infusion services. They coordinate with clinical teams and centralized departments to support daily and future infusion scheduling capacity. The Supervisor is responsible for maintaining and optimizing scheduling templates and supporting the schedule task force. They act as a liaison between Infusion Clinic teams and the central authorization unit to ensure timely appointment readiness.

• Seven (7+) or more years of relevant experience OR a Bachelor's degree in business, healthcare administration, or related area and three (3+) or more years of relevant experience.

• Epic or other comparable EHR experience.

• Effective oral and written communication skills.

• Experience and proven success in skills to supervise support staff in clinic/center administration, and effectively manage multiple priorities in a fast-paced, dynamic environment.

• Customer service experience.

• Thorough knowledge of health insurance.

• Two (2+) or more years of infusion scheduling experience.

• Experience in an infusion center or oncology setting.

• Call Center experience.

• Project management or process improvement experience.

• Strong short-term planning, analysis, problem-solving, and customer service ability. Uses sound judgment in responding to issues and concerns. Demonstrated ability to exercise good judgment for problem solving and ability to anticipate problems. Focused with a sense of urgency.

• Knowledge of human resources management policies, with the ability to train, monitor, evaluate, and document human resources issues and performance, and to participate in decision-making on human resources matters.

• Must be able to work various hours and locations based on business needs.

• Position may require floating to multiple locations based on department staffing needs.

• Must be available to participate in the weekend on-call rotation to support staffing needs.

• Employment is subject to a criminal background check and pre-employment physical.