Sunday, February 24, 2013

Manager Appointment Scheduling - Cleveland Clinic - Abu Dhabi - United Arab Emirates

The position of Manager, Appointment Scheduling, within the Contact Center, is responsible for overseeing the appointment scheduling functions of the Contact Center and the work of all Appointment Schedulers and Supervisors.

This remit of this role includes managing daily operations of Appointment Scheduling for the clinic, ensuring call center metrics are met daily with a positive patient experience. Implements hospital and departmental policies and procedures in accordance with the guidelines established by Cleveland Clinic Abu Dhabi. Prepares and manages budgets for all areas of responsibility. Supports the Director, Contact Center, with reporting requirements. The Manager, Appointment Scheduling must be able to motivate team members and produce positive outcomes.


• Three (3) years of related management experience.
• Must have a minimum of three (3) years experience in pre-registration, appointment scheduling and authorizations in the medical field.
• Knowledge of call systems and scheduling technology.
• Strong organizational, communication, and time management skills are essential.
• Excellent listening skills are essential.
• Must be able to organize, coach and lead a team deploying change under aggressive timelines and within budget.
• Basic knowledge of medical terminology, insurance, hospital operations is required
• Ability to demonstrate genuine concern for patients and patient satisfaction in a non-facing environment
• Ability to manage and efficiently complete multiple tasks on time
• Strong oral and written communication skills
• Proven ability to interact, influence and collaborate across all layers (direct reports, peers, partners, and leadership)
• Able to work independently and as part of a team
• Fluent English required, ability to speak and write Arabic is desirable
• Phone, typing, computer and Internet skills
• Strong analytical skills
• Ability to adapt to a changing and dynamic environment
• Fully embraces the culture of CCAD and the Patients First values


• Helps establish scheduling policies, workflows, questionnaires and scripts as part of the stand up of the Contact Center
• Manages the Appointment Schedulers ensuring maximum productivity and compliance with policies, procedures and KPIs.
• Develops and Manages departmental schedules; ensuring appropriate resourcing for shifts and call demand
• Monitors and evaluates the activities of the departmental employees and provides management coaching, guidance, and on-the-job training and retraining, as necessary, to ensure operational efficiency and adherence to policies and procedures
• Communicates with administration, medical staff, employees and other departments to coordinate efforts, meet special needs and address problems or concerns
• Monitors resource utilization, including payroll, supplies and ensure adherence to policies and procedures, time lines and regulatory requirements.
• Monitors employee and department performance concurrently to ensure adherence to policies and procedures, time lines and regulatory requirements
• Reviews all department policies and procedures at least annually and revises as needed. Develops implements and monitors new policies and procedures as needed
• Responsible for ensuring all reporting requirements are monitored, collected and delivered, creating standard and ad-hoc reports for the department as assigned
• Creates and maintains policies and procedures, scheduling questionnaires and templates as required
• Other duties as assigned
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