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Supervisor/Centralized Scheduling | Sutherland Job

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Date: Nov 23, 2021

Location: Memphis, TN, US

Company: Methodist Le Bonheur Healthcare


Responsible for planning, coordinating, supervising, and monitoring all operational aspects of the Centralized Scheduling Center.  Works closely with ancillary departments and physician offices to ensure that high quality, cost effective service is provided. Ensures patient’s appointment preferences are met.  Provides direct supervision of the Centralized Scheduling Team.Models appropriate behavior as exemplified in MLH Mission, Vision and Values.



Education/Formal Training

Work Experience




High school graduate or equivalent. 

  • Minimum of three years scheduling experience, with at least one year of experience in a clinical setting, preferably in a hospital setting or medical practice.


  • Two years of prior supervisory experience required.




Associate’s degree preferred.









  • Must demonstrate a good understanding of medical terminology, medical diagnosis, and treatment protocols. 
  • Demonstrates leadership qualities and abilities.  Ability to contribute to developing a competent, productive and quality conscious staff.
  • Knowledge of medical procedural protocols related to appointment scheduling.
  • Knowledge of medical terminology for interpreting physician instructions and patient needs.
  • Knowledge of confidentiality requirements related to patient information.
  • Ability to understand or prepare moderately complex written materials such as patient records, physician orders, certificates of medical necessity, and physicians’ statements of medical necessity.

Key Job Responsibilities

  • Actively monitors and oversees the patient appointment schedule process to ensure efficiency of scheduling. 
  • Coordinates and supports Medical Necessity activities to ensure that CMS and other payer guidelines are met to ensure reimbursement.
  • Provides guidance to schedulers in reviewing, evaluating and determining the medical necessity of service treatment request to ensure that treatments are consistent with patient’s diagnosis.
  • Collects, reads and interprets medical documentation to determine if the appropriate clinical information has been provided for insurance reimbursement.
  • Monitors exam appointments to ensure medical documentation is sufficient to meet insurer guidelines for medical necessity documentation and procedure payment.  Initiates plans to address problems that may impact reimbursement.
  • Ensures a call list is managed and maintained and that patients scheduled for future appointments are offered sooner appointments as they arise.
  • Works with ancillary departments and physician offices to ensure the scheduling process is meeting their needs.
  • Acts as resource for staff when they encounter patient issues such as customer complaints or physician dissatisfaction with appointments. 
  • Monitors staff productivity, completes management reports daily; reviews and monitors calls and customer service. 
  • Produces and analyzes departmental reports. Makes recommendations regarding improvement opportunities as appropriate.
  • Assists with maintenance of department policy and procedure manuals and updates as necessary.
  • Develops and maintains a competent, productive, and quality conscious workforce by hiring, evaluating performance, counseling, training, issuing corrective action, and recommending promotion or discharge of department personnel according to the MLH value system. 
  • Assists the department manager with annual operational expense budget, capital request budget, and human resource utilization plan for the department.
  • Stays current with CMS and payor regulations/requirements related to documentation requirements.

Physical Requirements

  • The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
  • Must have good balance and coordination.
  • The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
  • The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
  • The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.

Nearest Major Market: Memphis

Job Segment: Medical, Manager, Scheduler, Healthcare, Management, Customer Service, Administrative