Position Description:
Welcome to Cooper Green Mercy!

Located in the vibrant and historic city of Birmingham, Cooper Green is an ambulatory care facility dedicated to serving the residents of Jefferson County. By visiting this website, you’ve taken the first step toward a fulfilling future.

Our vision: Be the choice for care in our community.

Our mission: Serving all residents of Jefferson County, Alabama, through respectful, comprehensive, patient-centered care to achieve optimal health and a higher quality of life, regardless of ability to pay.

Commitment to Diversity: Cooper Green Mercy Health Services Authority, an affiliate of UAB Health System is an ambulatory care clinic that strives to provide an environment where our patients, employees and providers have a sense of belonging, dignity, and respect. We are committed to improving the health and lives of those we serve. We will act with intentionality to innovate, attract a workforce that represents the community we serve, invest in our community, and educate our workforce to be culturally competent and socially responsible.

We’re looking for like-minded individuals driven to make a difference. We invite you to explore careers at Cooper Green.

GENERAL SUMMARY

The Supervisor-Scheduling supervises all day-to-day activities for the Scheduling Specialists; monitors master and daily schedule change requests, and coordinates the rescheduling of provider cancelled appointments. This position works with providers and clinic staff, to identify the most efficient, streamlined appointment scheduling process by incorporating various scheduling options into the provider schedule definition. The Supervisor is responsible for training Scheduling Specialists to ensure consistency and adherence to all approved scheduling standards; coordinates and assigns coverage for any request with the related to daily scheduling changes in absence of assigned Scheduling Specialists; reviews scheduling capacity to develop and modify scheduling templates to optimize provider time in clinic; assist departments, clinic and support areas in improving appointment lag and appointment utilization.

KEY RESPONSIBILITIES

• Supervise Scheduling Specialists:
o Work to assure daily scheduling changes are performed timely and accurately
o Ensure ongoing training and education of assigned staff regarding new products and techniques in information processing related to scheduling
o Develop auditing tool to monitor accuracy of schedule change requests; develop quality reports related to schedule changes and assign duties appropriately to Scheduling Specialists
o Coordinate coverage for duties related to daily scheduling changes in absence of Scheduling Specialists
o Ensure accuracy of change request by performing detailed review of request and communicates information gaps or clarifies interpretation of request

• Oversight of schedules for centralized scheduling:
o Oversight of new schedules for new and existing scheduling providers including new appointment type requests
o Ensure change requests are completed according to process guidelines including changes to existing appointment types, working of conflict list and rescheduling of cancelled (by provider) patients
o Maintain detailed documentation to support change requests
o Communicate status of change request with providers clinic staff
o Identify need for scheduling change based on review of scheduling set-up and change requests
o Recommend improved processes, including enhanced system functionality, that address specific clinical, operational and business critical success factors
o Suggest the use of new products and techniques as they are made available
o Work in conjunction with leadership to identify, review, and make recommendations to providers and/or leadership of suggested master schedule enhancements to include preparation of presentations
o Identify potential training/education resources and maximize opportunities to work with scheduling vendor

• Perform routine review of scheduling patterns in comparison with master schedule definition:
o Identify need for scheduling change based on review of scheduling scenarios and trends
o Recommend improved processes and changes to scheduling definition to provide the most efficient method of scheduling for schedulers and clinic departments
o Prepare and deliver presentations related to master schedules as requested by leadership
• Maintain an understanding of the operating and system environments for assigned areas of responsibility:
o Develop and maintain an understanding of and skills in the use of practice management tools available
o Extend professional knowledge and skills through CGMHSA departments and self-motivated opportunities
o Remain current on new trends, products, and techniques in information processing and other disciplines related to assigned areas of responsibility

• Provide technical and administrative support to the all CGMHSA staff that have scheduling duties:
o Freely transfer scheduling process and system knowledge to others
o Suggest the use of new products and techniques as they are made available
o Perform additional tasks, which may be assigned to maintain or improve the conduct of business

• Consistently demonstrate outstanding customer service to patients, visitors, providers, and staff:
o Exercise creativity and accommodation in providing patients and clinics with appointment times that exceed their expectations
o Effectively communicate customer service initiatives underway in their unit in an effort to improve Patient Satisfaction
o Appropriately communicate, explaining effectively the reason when the department is unable to honor the clinics and/or patients and their family members request for a specific appointment time

• Display effective communication skills:
o Communication is shared in a timely and accurate manner
o Proper channels of communication are adhered to in a courteous and cooperative manner
o Patients’ rights and confidentiality are consistently protected
o Participate in clinic and/or clinic-wide committees or teams
o Display a professional demeanor at all times to staff and all patients

• Performs other duties as assigned by the Sr. Manager, Ambulatory Access or Leadership Team

Position Requirements:
MINIMUM QUALIFICATIONS

• REQUIRED: H.S. Diploma or equivalent, and three (3) years experience with appointment scheduling, provider daily schedule change experience, or equivalent. Demonstrated experience in leading change, customer advocacy, and continuous improvement methodologies; strong analytical and critical thinking skills regarding the collection and compilation of data and identification of trends. Experience with Nextgen system required. . Must be experienced in Microsoft applications to include Word, Excel and PowerPoint and the preparation of charts and graphs for presentations.

• PREFERRED: Degree in Healthcare Administration, Business Management, or related field.


WORK ENVIRONMENT

This role may require lifting up to 50 lbs.
The work location for this role is onsite.