Kelly® Science & Clinical is seeking a Patient Scheduling Supervisor for a direct hire opportunity with one of our clients, a commercial-stage biotechnology company. If you’re passionate about bringing the latest scientific discoveries to life and are ready to take the next step in your career, trust The Experts at Hiring Experts.
Salary: $78,000-95,000/year
Workplace: Onsite in the Seattle or Los Angeles, CA area
Overview
The incumbent will manage the creation of the production plan and execution of arm-to-arm activities, including but not limited to enrollment intake, production management, demand planning, logistics analysis, scheduling, and real-time product monitoring supporting a complex supply chain. This position will provide immediate supervision to the scheduling team who work directly with Commercial Providers as well as internal and external business partners to develop and maintain patients' schedules.
Responsibilities
- Supervises the day-to-day operations for the Patient Scheduling team; ensures timely execution of scheduling-related activities required to support the production planning & logistics of patients’ treatments
- Makes informed, methodical decisions throughout a very complex process; leads critical issues, develops and executes patient treatment activities ensuring timelines and customer commitments are met
- Facilitates effective working relationships with internal and external customers; identifies, addresses and resolve issues and customer complaints
- Communicates key responsibilities and procedures to ensure the team promotes a successful attitude, and teamwork to achieve business objectives and goals
- Coordinates with department leaders to ensure cross-functional efficiency and process improvement
- Monitors daily phone reporting answer rates and regularly listens to calls to ensure quality expectations are met
- Reviews daily Salesforce cases to ensure turnaround time expectations are met and exceeding customer commitments; conducts regular case audits and develops an action plan to address issues identified; ensures caseloads are disbursed evenly throughout the department
- Communicates and reinforces Patient Scheduling’s overall program goals and objectives to team members
- Leads Patient Scheduling departmental new hire training
- Trained to successfully back up all positions within Patient Scheduling and respond to requests if team member(s) is unavailable / out of the office
- Conducts regular check-in meetings with Patient Scheduling team members individually
- Provides coaching, direction, and leadership support to team members to achieve personal and professional results
- Consistently identifies operational and system efficiencies for process improvement and facilitates progress
- Track, trend, and report on metrics for key business performance indicators
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Qualifications
- Bachelor’s degree or equivalent
- Typically requires a minimum of 3 5 years experience in Customer Order Management or Scheduling in a high-volume environment
- 2 years of supervisory experience preferred
- cGMP/FDA-regulated industry experience preferred
- Demonstrate initiative and willingness to work with a sense of urgency
- Ability to balance competing priorities and delegate effectively
- Ability to work in multiple systems with strong attention to detail
- Proven ability to coach, motivate, and engage a team to produce the best results possible
- Able to communicate knowledge and ideas, concisely, and effectively; communicates well across all levels of the organization to facilitate progress
- Strong organizational, analytical, and problem-solving skills
- Excellent written and verbal communication skills
- Proficient in MS Office applications and some exposure to ERP systems
Overview
Once you apply, you’ll proceed to the next steps if your skills and experience look like a good fit. But don’t worry – even if this position doesn’t work out, you’re still in our network. That means our team of expert Science & Clinical recruiters will have access to your profile, making your opportunities limitless.
