Job Description

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Who We Are: Central City Health (CCH) has been serving the underhoused and at-risk population in metro Detroit since 1972, by providing integrated healthcare services. Our services include primary and pediatric care, dental care, behavioral and SUD care, supportive housing, and community re-entry services, to name a few. In 2024, our President/CEO, Dr. Kimberly Farrow-Felton received the esteemed Healthcare Hero Award from Crain’s Detroit Business honoring her exceptional contributions to the health and well-being of our community.

Our Mission: To achieve wellness in the community by providing an array of primary and behavioral health care, housing, and substance abuse services with dignity and respect. Our Core Values: CCH is guided by a set of values in fulfilling our mission. Some of our values include:

• An environment that supports health and recovery.
• Person centered principles in the delivery of care.
• An environment characterized by cultural sensitivity, integrity, teamwork and trust.
• A commitment to service excellence and continuous quality improvement.
• Persons served take both an active part in their treatment and the organization.
• An atmosphere of welcoming and accessibility to people seeking our services that assures “no wrong door.”

You Get….

• 14 Paid Holidays Annually.
• 18 PTO Days (less than 1 Year; 27 Days on 1st Year Anniversary).
• Benefit Coverage after 30 Days: Medical/Dental/Vision/Short-term Disability.
• Company-Paid Life Insurance.
• Retirement Savings 403(b).
• Tuition Reimbursement.
• Continuing Education Allowance.

GENERAL DESCRIPTION:
The Scheduling Manager is directly responsible for managing all administrative and operational functions associated with the scheduling of clients/members. This position monitors and maintains the scheduling process and procedure ensuring efficient workflow and quality patient care while following and implementing work processes.

RESPONSIBILITIES:

• Develops and implements a client/member focused scheduling model based (i.e. scheduling, call center workflow, customer service/recovery, staffing operations, etc.) on best practices that deliver both high quality care and efficient utilization of the care provider’s available hours.
• Promotes a culture of learning, growth, and leadership with the staff. Ensures all staff receive needed trainings.
• Attends meetings, webinars, and training as required.
• Remains up to date with the regulatory agencies (i.e., DWIHN, HRSA, etc.) rules and regulations.
• Provides insights/opportunities for enhanced utilization based on day-to-day working & understanding of schedules.
• Partners with the Quality Data Manager and other Leaders regularly to provide and review reports/metrics.
• Oversees and develops collaborative relationships with other departments and Leaders to ensure maximum effective & efficient operations of the appointment scheduling for clients/members.
• Analyzes reports/metrics to identify trends, patterns, insights and quality indicators for areas of improvement, consistent with operational objectives and best practices.
• Identifies needs, recommends change strategies, evaluates progress, and recommends improvement/best practices in all programs with Senior Leadership.
• Oversees the day-to-day operations of the scheduling and support staff to ensure efficient and effective operations. Ability to clarify assignments, establish priorities, and translate intent to others.
• Ensures high standards of performance by proactively addressing performance issues, including coaching and disciplinary conversations and by feedback provided through the performance improvement or appraisal process.
• Performs other duties as assigned.

EDUCATION AND EXPERIENCE:

• Bachelor's degree required.
• Minimum of five (5) years of progressive scheduling operations in a medical setting required.
• Minimum of (3) years of leadership or progressive supervisory experience required.
• Demonstrated proficiency with EHR systems (i.e. Athena, e-Cris, etc.) and Microsoft Office

SKILLS:

• Exhibits excellent working relationships with call stakeholders effectively communicating CCH’s mission.
• Ability to maintain composure during stressful situations occurring as a result of workloads and/or deadlines.
• Ability to work cooperatively with staff and others involved in the delivery of services to clients/members.
• Experience in managing multiple tasks effectively and meeting critical deadlines.
• Must maintain confidentiality relating to treatment in accordance with HIPAA guidelines.
• Ability to foster a patient-centered culture by promoting policies and procedures that improve client satisfaction.
• Ability to clarify assignments, establishes priorities and communicate effectively; ability to plan, direct, coach, motivate and evaluate the work of others.
• Ability to collect data for reporting purposes, and coordinate resources to accomplish goals and objectives with accuracy and complete tasks within designated timelines.

“This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted, and modified at any time by the organization. Central City Health is an Equal Opportunity Employer committed to a culturally diverse workforce. We are committed to providing an inclusive environment based on mutual respect for all candidates and team members. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, height, weight, marital status, gender identity expression, disability status, protected veteran, or other legally protected status by state or federal law. At Central City Health the health and safety of our employees is our top priority. Vaccination has been proven to play a critical role in combating COVID-19. As a result, Central City Health prefers that employees are fully vaccinated against COVID-19; however, it is not required.”

Central City Health will be recognized in the community as a premier provider of accessible comprehensive behavioral and physical health care, substance abuse services, and housing opportunities that lead consumers toward self-sustainability. Our mission is to achieve wellness in the community by providing an array of primary and behavioral health care, housing and substance abuse services with dignity and respect.Vision

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