Infusion Scheduling Supervisor - MOP134963

University of California - San Diego Medical Centers
United States, California, San Diego
Apr 09, 2025
UCSD Layoff from Career Appointment: Apply by 4/11/2025 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor. Special Selection Applicants: Apply by 4/23/2025. Eligible Special Selection clients should contact their Disability Counselor for assistance. Join Our Team at the McGrath Outpatient Pavilion, scheduled to open July 2025! Are you a healthcare professional passionate about providing exceptional care and advancing medical excellence? The McGrath Outpatient Pavilion is seeking dedicated individuals to join our team and help shape the future of outpatient care in our community. About the McGrath Outpatient Pavilion: Located in Hillcrest, the McGrath Outpatient Pavilion is a state-of-the-art, 250,000-square-foot medical facility designed to meet the growing healthcare needs of our region. Spanning six floors, this advanced facility is home to key clinical programs and offers specialized diagnostic, treatment, and surgical services. With a strong emphasis on cancer care, we are committed to delivering world-class medical services in a patient-centered environment. DESCRIPTION The Infusion Scheduling Supervisor provides operational leadership specific to infusion scheduling workflows and processes, supervising team members (both on-site and in the Infusion Scheduling Call Center), including Team Leads. The Infusion Scheduling Supervisor will create a high-performance team providing integrated and coordinated care through assurance that performance goals related to scheduling quality and efficiency, call handling, and patient experience are met. In collaboration with Infusion Nurse Leadership and under guidance of Cancer Services Operations Management, the incumbent will develop scheduling protocols and workflows, and lead daily escalation meetings for review and triage of infusion scheduling requests to ensure Infusion Center schedules are level-loaded. The Infusion Scheduling Supervisor applies performance management and coaching principles that promote a positive, collaborative, and encouraging work environment. As a technical scheduling expert, the Infusion Scheduling Supervisor is well-versed on infusion scheduling protocols and responsible for training and onboarding new employees. Leads team huddles and staff meetings with a specific focus on standardizing scheduling procedures, education, and patient access experience. Responds to customer inquiries and/or problems, in addition to handling complaints, troubleshooting scheduling issues, auditing appointments to ensure accuracy, and identifying opportunities for improvement to optimize scheduling operations in support of the Infusion Centers. Interacts, communicates, and builds relationships with internal and external stakeholders. The Supervisor oversees non-clinical staff involved in routine scheduling-related functions, including registration, new patient coordination, scheduling, and insurance authorizations related to infusion services. They coordinate with clinical teams and centralized departments to support daily and future infusion scheduling capacity. The Supervisor is responsible for scheduling templates and supporting the schedule task force. They act as a liaison between Infusion Clinic teams and the central authorization unit to ensure timely appointment readiness. MINIMUM QUALIFICATIONS Seven (7+) or more years of relevant experience OR a Bachelor's degree in business, healthcare administration, or related area and three (3+) or more years of relevant experience. Epic or other comparable EHR experience. Effective oral and written communication skills. Experience and proven success in skills to supervise support staff in clinic/center administration, and effectively manage multiple priorities in a fast-paced, dynamic environment. Customer service experience. Thorough knowledge of health insurance. PREFERRED QUALIFICATIONS Two (2+) or more years of infusion scheduling experience. Experience in an infusion center or oncology setting. Call Center experience. Project management or process improvement experience. Strong short-term planning, analysis, problem-solving, and customer service ability. Uses sound judgment in responding to issues and concerns. Demonstrated ability to exercise good judgment for problem solving and ability to anticipate problems. Focused with a sense of urgency. Knowledge of human resources management policies, with the ability to train, monitor, evaluate, and document human resources issues and performance, and to participate in decision-making on human resources matters. SPECIAL CONDITIONS Must be able to work various hours and locations based on business needs. Position may require floating to multiple locations based on department staffing needs. Must be available to participate in the weekend on-call rotation to support staffing needs. Employment is subject to a criminal background check and pre-employment physical. Pay Transparency Act Annual Full Pay Range: $69,500 - $123,500 (will be prorated if the appointment percentage is less than 100%) Hourly Equivalent: $33.29 - $59.15 Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).