Scheduling Manager

Palm Beach Orthopaedic Institute, pa; Florida; On-site; USD 60,000 - 80,000; Full time

Job summary

Palm Beach Orthopaedic Institute is seeking a Clinical Support Supervisor responsible for supervising appointment schedulers and ensuring compliance with healthcare regulations. This role includes leadership in scheduling operations, maintaining high-quality patient interactions, and analyzing appointment patterns. Candidates should possess an Associate’s Degree, experience in healthcare and leadership, and familiarity with EHR systems. A bilingual ability in Spanish is a plus. Passion for patient care in a fast-paced environment is essential.

Qualifications

• 2–5 years of healthcare experience, preferably in an orthopaedic setting.
• 2–3 years of supervisory or leadership experience.
• Knowledge of medical terminology and CPT codes.
• Strong understanding of HIPAA regulations.

Responsibilities

• Supervises and supports appointment schedulers and ensures high-quality patient interactions.
• Collaborates with Multi-Platform Medical Scheduling software technology.
• Produces reports on appointment patterns and trends, making improvement recommendations.
• Handles escalated or complex patient inquiries and complaints.

Skills

Strong leadership and team management skills

Excellent verbal and written communication

Conflict resolution and problem-solving ability

Data analysis and reporting skills

Customer service excellence

Ability to work in a fast-paced healthcare environment

Being bilingual (Spanish)

Education

Associate’s Degree (Bachelor’s degree preferred)

Tools

EHR/EMR systems

Job description

Description

Department: Scheduling

Reports Directly To: CEO/CFO

An exempt position responsible for providing supervision to appointment schedulers and serving as back‑up support. This role ensures high‑quality patient interactions, compliance with healthcare regulations (e.g., HIPAA), and achievement of performance metrics. The Clinical Support Supervisor provides leadership, coaching, and performance management to the scheduling team while maintaining excellent patient satisfaction.

Key Responsibilities

• Supervises and supports appointment schedulers, including participating in their hiring, training, and evaluation to ensure the most efficient matching of physician/clinician availability and patient preferences for time and date.
• Assumes role of appointment scheduler when scheduler is ill, on vacation, or as needed.
• Collaborates with Multi-Platform Medical Scheduling software technology on maintaining and upgrading the computerized scheduling system as needed to meet facility needs.
• Works with CEO/CFO and physicians/clinicians to ensure physician/clinician and patient appointment preferences are met.
• Acts as a resource for appointment schedulers when they encounter patient issues such as customer complaints or physician dissatisfaction with appointments.
• Produces reports on appointment patterns, trends, complaints, and outcomes and analyzes results. Makes recommendations about improvement opportunities.
• Maintains scheduling systems so records are accurate and complete and can be used to analyze scheduling patterns.
• Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to scheduling.
• Uses customer service principles and techniques to deal with patients calmly and pleasantly.
• Leads team meetings and training sessions as needed.
• Handles escalated or complex patient inquiries and complaints.

Compliance & Documentation

• Ensure adherence to HIPAA and healthcare privacy regulations.
• Maintain accurate documentation in EMR/EHR systems.
• Follow organizational and healthcare policies.

Performance Management

• Track KPIs (call wait times, abandonment rates, resolution times).
• Analyze performance reports and identify improvement areas.
• Implement process improvements to increase efficiency.

Administrative Duties

• Assist in training new staff.
• Manage time‑off requests and scheduling.
• Collaborate with clinical and administrative departments.

Requirements

Required Qualifications

• Associate’s Degree (Bachelor’s degree preferred).
• 2–5 years of healthcare experience, preferably in an orthopaedic setting.
• 2–3 years of supervisory or leadership experience.
• Knowledge of medical terminology and CPT codes.
• Familiarity with EHR/EMR systems.
• Strong understanding of HIPAA regulations.

Required Skills

• Strong leadership and team management skills.
• Excellent verbal and written communication.
• Conflict resolution and problem‑solving ability.
• Data analysis and reporting skills.
• Customer service excellence.
• Ability to work in a fast‑paced healthcare environment.
• Being bilingual (Spanish) is a plus.

Work Environment

• Office call center environment.
• High‑volume, fast‑paced setting.