Supervisor, Pediatric Specialty Scheduling

University of Utah
United States, Utah, Salt Lake City
May 01, 2025
Details Open Date 04/28/2025 Requisition Number PRN41748B Job Title PS Spv, Office/Clin Support Working Title Supervisor, Pediatric Specialty Scheduling Job Grade D FLSA Code Nonexempt Patient Sensitive Job Code? Yes Standard Hours per Week 40 Full Time or Part Time? Full Time Shift Day Work Schedule Summary Monday through Friday with availability from 8am-4: 30pm; 8: 30am-5pm; 8: 45am-5: 15pm. Timeframes will depend on department need . VP Area U of U Health - Academics Department 00848 - Pediatric Administration Location Other City Salt Lake City, UT Type of Recruitment External Posting Pay Rate Range $18.41 to $26.73 Close Date 07/28/2025 Priority Review Date (Note - Posting may close at any time) Job Summary Job Summary The Pediatric Scheduling Supervisor coordinates and supervises the daily activities of the Pediatric Patient Contact Center. Manages the work schedule for scheduling and priorauthorization staff, assigns tasks to team/agents, and monitors daily performance and productivity; and assists with hiring, training, and staff development of scheduling and priorauthorization staff. This position is part of the operations team responsible for pediatric ambulatory clinic services. The Supervisor works closely with Department of Pediatrics Management and reports to the Scheduling Manager. Responsible for overseeing customer service provided by scheduling and prior authorization staff, fielding escalated calls, performing service recovery, and recommending process improvement to the Scheduling Management team. This position is housed in our patient contact center, separate from clinic locations. The ambulatory group in the Department consists of 11 pediatric subspecialty divisions and service lines that practice primarily at Eccles Primary Children’s Outpatient Services building ( PCOS ), Primary Children’s Hospital ( PCH ) Riverton, PCH Layton, and some satellite clinics. The pediatric ambulatory clinics at PCH operate in clinic space that is leased from PCH and used in conjunction with PCH and other University and community pediatric providers. The Department of Pediatrics is the second largest department in the University of Utah School of Medicine and one of the largest pediatric departments in the country. We are committed to improving the lives of children through excellence in advocacy, education, research, and clinical care. For more information about the Department of Pediatrics, please visit: http://medicine.utah.edu/pediatrics/. Mutual respect and appreciation are highly valued in the department. The University of Utah offers a comprehensive benefits package including: Excellent health care coverage at affordable rates 14.2% retirement contributions that vest immediately Generous paid leave time 11 paid Holidays per year 50% tuition reduction for employee, spouse, and dependent children Flex spending accounts Free transit on most UTA services Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel Professional development opportunities Additional benefits information is available at https://benefits.utah.edu/ Responsibilities Essential Functions Supervises the daily operations of the Pediatric Specialty Scheduling Contact Center. Manages the work schedule for scheduling and priorauthorization staff and assigns tasks to team/agents. Monitors call volumes and service levels and suggests areas of improvement to the Scheduling Management Team. Assists with interviews, hiring staff, and training new and existing staff. Oversees professional development of scheduling and priorauthorization staff. Provides feedback on staff performance, assists in staff evaluations, and conducts individual monthly performance reviews. Enforces the written standards of practice, policies and procedures, and initiates corrective action as necessary. Monitors daily performance and productivity. Conducts routine staff huddles and provides advanced team based training. Approves leave requests and acts as the KRONOS supervisor. Manages staff adherence to work schedules using Workforce Management tools. Participates in the development and implementation of operational standards and scheduling/prior authorization workflows. Participates in operational committees to establish customer service standards and implements plans for improvement. Supports division compliance with department policy and health care standards. Ensures customer satisfaction by analyzing complaints, concerns, and suggestions and providing appropriate followthrough. Responsible for the customer service provided by scheduling and priorauthorization staff and the patient experience related to the courtesy of staff. Serves as a key resource to identify, research, and resolve problems and complaints. Assists with ordering materials and supplies for the Scheduling and Prior Authorization Teams. Monitors inventory and efficient use of supplies and resources. Assists in the revision and addition of department scheduling and priorauthorization policies and procedures. Ensures agents understand and comply with call center objectives, performance standards, and policies. Assists with determining, implementing, and monitoring call metrics. Ensure that metrics are being met; communicates deficiencies with enterprise administration. Advises on staffing needs based on call volumes and priorauthorization requests/demands. Comments Work Environment and Level of Frequency typically required Nearly Continuously: Office environment. Physical Requirements and Level of Frequency that may be required Nearly Continuously: Sitting, hearing, listening, talking. Often: Repetitive hand motion (such as typing), walking. Seldom: Bending, reaching overhead. Minimum Qualifications Eight years of related experience with at least two of those years in a supervisory capacity or equivalency (one year of education can be substituted for two years of related work experience). Depending on the area of assignment, related experience could include medical billing and collections, medical records, pre-authorization, admissions, or other related experience. Demonstrated human relations and effective communication skills essential. A Bachelor’s degree in a related area, such as Accounting, Business, or Healthcare Management, may be preferred. Some positions may require knowledge of accounting, collections, coding, cash postings, data entry, and/or medical terminology. This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations. Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description. This position is patient sensitive and must fulfill all associated requirements. Preferences Preferences Leadership experience in a call center. Experience with electronic medical record applications, preferably Cerner and/or Epic. Prior experience in medical scheduling, medical billing and collections, medical records, preauthorization, admissions, or other related experience. Candidates will be screened according to preferences. Type Benefited Staff recblid x5on6rfgpqom87z5kb69y9tfm5i9gu