Scheduling Operations Supervisor

Department: Administration

Summary: Under the direction and reporting of the Senior Director of Business Development and the Director of Finance & Projects/Office Supervisor, the Scheduling Operations Supervisor is responsible for overseeing the daily operations of the Scheduling Logistics Department, Scheduling Billing Department, and Reception Department. The Scheduling Operations Supervisor ensures efficient staffing coverage, scheduling accuracy, payroll and billing support, front office operations, quality customer service, and compliance with company policies and procedures. This position provides leadership training, coaching, and supervision to scheduling and reception staff while serving as backup support for all departments as needed.

Education and Work Experience: Education equivalent to a high school diploma is required. Associate degree or bachelor’s degree preferred. A minimum of three years of verifiable work history in home health scheduling, healthcare administration, staffing coordination, or related healthcare operations is preferred. Supervisory experience is strongly preferred.

Nature & Scope – Principal Areas of Responsibilities:

(This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.)

❖Supervises the daily operations of the Scheduling Logistics, Scheduling Billing, and Reception Departments.

❖Provides leadership, coaching, training, performance management, and support to assigned staff.

❖Oversees scheduling operations for 100+ clients daily ensuring adequate staffing coverage and continuity of care.

❖Monitors open shifts, schedule changes, staffing shortages, call-offs, and emergency staffing needs.

❖Reviews and audits scheduling activities to ensure accuracy, compliance, and timely delivery service.

❖Oversees payroll and billing coordination processes including auditing hours, schedules,visits, and supporting documentation.

❖Works collaboratively with Payroll, Human Resources, Nursing, Outreach, and Administration Departments to resolve operational concerns.

❖Oversees reception operations ensuring visitors, clients, applicants, employees, and vendors are greeted and assisted professionally.

❖Ensures incoming calls are answered promptly, accurately routed, and documented appropriately.

❖Oversees appointment coordination, visitor management, front desk coverage, and office administrative functions.

❖Maintains oversight of office supply inventory and front office organization.

❖Ensures all scheduling, payroll, billing, and reception activities are accurately documented within company systems and Electronic Health Record platforms.

❖Conducts training and orientation related to scheduling processes, customer service expectations, and departmental procedures.

❖Reviews departmental workflows and implements process improvements to promote operational efficiency.

❖Serves as the primary point of escalation for scheduling, reception, staffing, and operational concerns.

❖Ensures compliance with HIPAA regulations, company policies, state regulations, and operational standards.

❖Participates in management meetings and provides operational updates and recommendations to leadership.

❖Serves as backup coverage for Scheduling Logistics Coordinators during absences,  lunches, breaks, PTO, vacancies, or increased workload periods.

❖Serves as backup coverage for Scheduling Billing Coordinators during absences, lunches, breaks, PTO, vacancies, or increased workload periods.

❖Serves as backup coverage for Receptionists during absences, lunches, breaks, PTO, vacancies, or increased workload periods.

❖Performs duties of subordinate positions as necessary to ensure uninterrupted operations and service delivery.

Knowledge/Special Skills/Abilities Needed:

❖Ability to read, write, and speak English and Spanish is preferred.
❖Minimum of three years of experience and knowledge in home health scheduling and healthcare operations.
❖Demonstrated leadership and supervisory experience.
❖Strong customer service and conflict resolution skills.
❖Working knowledge of Electronic Health Record systems and scheduling software.
❖Working knowledge of Microsoft Office Suite.
❖Strong organizational, analytical, and problem-solving skills.
❖Ability to manage multiple priorities in a fast-paced environment.
❖Demonstrated ability to work independently and use sound judgment and discretion
successfully.
❖Strong phone etiquette and experience handling multiple calls and competing priorities.  ❖Ability to maintain confidentiality and handle sensitive information appropriately.

Essential Functions:

Physical Demands: 80% sitting; 20% walking/standing; on occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The incumbent must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include Close vision, Distance vision, and ability to adjust focus.

Work Environment: This position is primarily an office-based position. Physical demands described and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.