Manager of Call Center Referral Scheduling

POSITION SUMMARY:

Under the supervision of the Director of Call Center Operations, the Manager of Call Center Referral Scheduling will oversee the daily management and strategic coordination of referral work queues across multiple specialties within a large hospital system. This role ensures timely and accurate scheduling of new patient appointments, adheres to and optimizes referral workflows, and leads a team of schedulers to deliver high-quality patient access services. The manager will serve as a key liaison between specialty clinics, the centralized scheduling team, and referring providers. The manager will also monitor appointment slots and access across specialties to limit unfilled slots and ensure waitlists and referral backlogs are being worked consistently.

Position: Manager of Call Center Referral Scheduling

Department: Ambulatory Call Center

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Lead and manage the referral scheduling process across all centralized Epic referral work queues
• Ensure daily review and maintenance of referral queues and monitor unfilled appointment slots to ensure provider schedules are filled, new patient referrals are worked quickly, and referral backlogs and waitlists are well-maintained
• Monitor and enforce adherence to referral order metric targets such as time to first contact, time to scheduling and agent efficiency rates
• Monitor unfilled appointment slots on a daily and weekly basis to ensure provider schedules are filled and referral backlogs/waitlists are worked consistently and efficiently
• Supervise and support a team of Patient Service Representatives responsible for making outbound calls to schedule appointments from our referral work queues and waitlists
• Assign referrals appropriately and ensure equitable and efficient workload distribution across scheduling staff
• Provide coaching, training, and performance feedback to staff
• Collaborate with the Scheduling and Referral Management (Manager/Analyst) as well as with clinics across the organization to ensure the team is meeting all needs and supporting established workflows
• Partner with the Scheduling and Referral Management (Manager/Analyst) to develop and implement process improvements to enhance scheduling efficiency and reduce referral backlog.
• Monitor compliance with documentation standards to maintain accurate call counts and referral statuses.
• Track key performance indicators (KPIs) such as referral volume, TATs, scheduling rates, and call counts
• Generate regular reports for leadership and identify trends or areas for improvement
• Use Ring Central CXone phone system to monitor agent performance and schedule adherence in real-time as well as historically
• Partner with the Call Center Workforce Management Team to ensure we have enough resources scheduled to keep up with all referral scheduling demands
• Partner with Call Center Managers and Call Center Quality and Training Specialists to ensure team members are well-supported and developing appropriately

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required)

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

Bachelor's degree or an equivalent combination of education, training and experience is required.

Three or more years call center experience required.

PREFERRED EDUCATION AND EXPERIENCE:

Three or more years healthcare experience preferred.

Two or more years call center supervisory experience preferred.

KNOWLEDGE, SKILLS & ABILITIES (KSAs):

• Knowledge of Ring Central CXone or other Contact Center telephony platforms required
• Ability to work collaboratively with call center and practice management teams and be able to adequately represent needs of call center staff so they can provide a consistent level of service to patients
• Comprehensive knowledge of call center and human resources policies and procedures.
• Outstanding interpersonal relationship building skills; ability to mentor, guide and motivate direct reports through demonstration of best practices and leading by example.
• Able to prioritize and manage multiple projects simultaneously and produce expected results.
• Highly developed skills using personal computer tools including computerized healthcare information system, word processing, spreadsheets and presentation applications.
• Understands cause and effect and possesses strong problem-solving skills
• Excellent oral and written communication skills.
• Demonstrated critical thinking, analytical and problem-solving skills.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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