Senior Scheduling Coordinator

1 day ago

Cebu City, Central Visayas, Philippines beBeeOperationsManager Full time ₱100,000 - ₱110,000
Job Overview

The mission of this role is to lead day-to-day operations of a healthcare scheduling account.

This position supports the site manager in ensuring service levels are met, patient appointments are handled efficiently, and compliance with healthcare protocols is maintained.

  • Key Responsibilities
  • Operations Oversight: Monitor and manage scheduling performance KPIs including appointment conversion rate, no show rate, QA scores, and AHT. Manage and monitor staffing with forecasted call volume and peak hours for appointment setting. Ensure real-time queue and call flow monitoring, especially during high-volume periods.
  • Leadership & Team Development: Oversee performance and development of team leaders and frontline agents handling patient scheduling. Facilitate regular coaching sessions focused on improving accuracy, empathy, and efficiency in patient interactions. Promote a culture of accountability, responsiveness, and patient care excellence.
  • Compliance & Quality Assurance: Ensure strict adherence to HIPAA guidelines and healthcare-specific protocols during scheduling and patient data handling. Partner with QA and Training to address errors, patient complaints, or misbookings, and ensure corrective action is taken. Support internal audits and maintain documentation.
  • Client Coordination & Escalation Handling: Handle concerns related to scheduling performance or patient satisfaction. Participate in calibration calls, business reviews, and performance update meetings. Assist in managing and resolving service-impacting escalations.
  • Process Improvement & Reporting: Analyze patterns in no-show rates, appointment errors, and call trends to recommend process improvements. Collaborate on automation, script enhancements, and workflow streamlining to improve scheduling accuracy and patient engagement. Prepare daily and weekly reports on scheduling outcomes and service levels for review by the site manager.
About This Role

This is an exciting opportunity to join our team as an Operations Manager. If you have strong leadership skills, excellent communication abilities, and experience in healthcare scheduling, we encourage you to apply.

What We're Looking For

We're looking for a motivated and results-driven individual who can thrive in a fast-paced environment. The ideal candidate will have:

  • Proven leadership experience in a similar role.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving skills.
  • Familiarity with healthcare scheduling protocols and procedures.
  • Ability to work effectively in a team environment.
Benefits

We offer a competitive salary and benefits package, including health insurance, retirement savings plan, and paid time off.

Others

We're committed to providing ongoing training and development opportunities to help you grow in your career.

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