Supervisor, Scheduling - remote

Freddie Mac; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

A leading company in the healthcare sector seeks a Supervisor, Scheduling to head the Collection Services team in optimizing scheduling efficiency. This remote role involves managing a team, ensuring exceptional service delivery, and contributing to improved donor access. Ideal candidates will have significant experience in customer service and scheduling within a clinical environment.

Benefits

Medical, dental, and vision benefits

Paid time off and holidays

Retirement plans

Life and disability insurance

Legal and identity theft benefits

Qualifications

• Five years of progressively responsible experience in customer service roles.
• Previous high volume scheduling experience in a clinical environment.
• Professional oral and written communication skills.

Responsibilities

• Oversee and coordinate all aspects of collection scheduling.
• Manage a team of schedulers and resolve escalations.
• Implement strategies to improve donor access and scheduling efficiency.

Skills

Customer Service

Project Management

Problem Solving

Education

Bachelor's degree in healthcare or business administration

Tools

Microsoft Office

Job description

Please apply online using a laptop or desktop computer.

POSITION SUMMARY:

In collaboration with the Collection Services team and relevant operational partners, the Supervisor, Scheduling is responsible for overseeing and coordinating all aspects of collection scheduling to ensure efficient operations and exceptional experience is delivered for network partners, donors, and internal teams. This role involves managing a team of schedulers, monitoring scheduling processes, resolving escalations, and implementing strategies to maximize capacity while minimizing delays and impacts of cancellations and reschedule requests. This role plays a critical part in optimizing collection availability, improving donor access, and supporting the scheduling team to ensure collection scheduling meets and/or exceeds critical organization metrics and service goals. This is a remote position (US). #LI-Remote

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ACCOUNTABILITIES:

Leadership:

• Lead and supervise in a way that demonstrates support for the organization's core values and mission, fosters employee engagement and productivity.
• Provide daily guidance and process expertise to the scheduling team and optimize team effectiveness on assigned daily tasks and projects.
• Coach scheduling team in areas of technical skill, understanding customer needs and preferences, critical problem solving and quality performance.
• Swiftly solve complex scheduling requests to meet the needs of the donor and patient, within the boundaries of the partner's requirements.
• Lead staff by serving as an active role model, which includes assisting with the daily work as needs arise.
• Identify quality and performance goals related to collection scheduling and hold individuals accountable for meeting established department and individual goals.
• Provide feedback and manage the team's performance through regular discussions and performance reviews.
• Hire, train, and coach new team members.

Customer Service:

• Execute a high level of customer service to include continuous development and enhancement of relationships with donor centers, apheresis centers and collection centers.
• Model effective and efficient collaboration across internal departments with workup and partner liaisons.
• Understand the donor journey, apheresis and collection centers, and product collection processes.
• Utilize effective and proactive communication, relationship building, and project management skills to ensure customer satisfaction.
• Identify, develop, and implement process improvement to promote service consistency and accuracy.
• Receive internal and external feedback in a constructive manner and take appropriate action.

Other Accountabilities:

• Develop and maintain scheduling procedures and documentation.
• Identify inefficiencies in scheduling workflows and implement process improvements to enhance scheduling performance.
• Assist Manager in future needs planning for staffing to accommodate expanded department scope and growth.
• Act as primary point of contact for scheduling-related inquiries and escalations.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS:

Knowledge of:

• Medical terminology comprehension and general clinical understanding of cellular therapy.
• Data privacy and confidentiality principles for handling donor and patient information.
• Robust understanding of effective customer service principles.
• Proficient in using multiple software applications including Microsoft Office.
• Professional oral and written communication skills.

Ability to:

• Manage multiple service lines.
• Work with high demand partners under urgent circumstances.
• Quickly identify solutions to challenges.
• Be a project lead for scheduling.
• Develop job competencies and employee career pathways.
• Build strong relationships.
• Collaborate cross functionally.
• Demonstrate attention to detail, accuracy, and organizational skills.
• Influence decision making based on data and metrics.

Education and/or Experience:

• Bachelor's degree in healthcare or business administration field. Upon evaluation, equivalent experience, or related education in addition to the required experience may be substituted.
• Five years of progressively responsible work experience in customer service driven roles; demonstrating growth through expanded responsibilities and increased decision-making authority.
• Previous high volume scheduling experience in a clinical environment or call center.

PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)

• Previous supervisory experience.
• Project lead experience or time spent as a Subject Matter Expert on a project.
• At least two years of experience working in NMDP operations.
• Previous experience working with scheduling software.
• Post-graduate education.

BENEFITS:

NMDP offers regular, full-time employees medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits. Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees. Please reference this link for more information: NMDP Benefit Information