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Details

**Open Date** 04/28/2025

**Requisition Number** PRN41748B

**Job Title** PS Spv, Office/Clin Support

**Working Title** Supervisor, Pediatric Specialty Scheduling

**Job Grade** D

**FLSA Code** Nonexempt

**Patient Sensitive Job Code?** Yes

**Standard Hours per Week** 40

**Full Time or Part Time?** Full Time

**Shift** Day

Work Schedule Summary

Monday through Friday with availability from 8am-4:30pm; 8:30am-5pm; 8:45am-5:15pm. Timeframes will depend on department need **.**

**VP Area** U of U Health - Academics

**Department** 00848 - Pediatric Administration

**Location** Other

**City** Salt Lake City, UT

**Type of Recruitment** External Posting

**Pay Rate Range** $18.41 to $26.73

**Close Date** 07/28/2025

Priority Review Date (Note - Posting may close at any time)

Job Summary

Job Summary

The Pediatric Scheduling Supervisor coordinates and supervises the daily activities of the Pediatric Patient Contact Center. Manages the work schedule for scheduling and prior‐authorization staff, assigns tasks to team/agents, and monitors daily performance and productivity; and assists with hiring, training, and staff development of scheduling and prior‐authorization staff. This position is part of the operations team responsible for pediatric ambulatory clinic services. The Supervisor works closely with Department of Pediatrics Management and reports to the Scheduling Manager. Responsible for overseeing customer service provided by scheduling and prior‐ authorization staff, fielding escalated calls, performing service recovery, and recommending process improvement to the Scheduling Management team. This position is housed in our patient contact center, separate from clinic locations.

The ambulatory group in the Department consists of 11 pediatric subspecialty divisions and service lines that practice primarily at Eccles Primary Children’s Outpatient Services building ( PCOS ), Primary Children’s Hospital ( PCH ) Riverton, PCH Layton, and some satellite clinics. The pediatric ambulatory clinics at PCH operate in clinic space that is leased from PCH and used in conjunction with PCH and other University and community pediatric providers.

The Department of Pediatrics is the second largest department in the University of Utah School of Medicine and one of the largest pediatric departments in the country. We are committed to improving the lives of children through excellence in advocacy, education, research, and clinical care. For more information about the Department of Pediatrics, please visit:**http://medicine.utah.edu/pediatrics/.**Mutual respect and appreciation are highly valued in the department.

The University of Utah offers a comprehensive benefits package including:

+ Excellent**health care coverage**at affordable rates

+ **14.2% retirement contributions**that vest immediately

+ Generous**paid leave time**

+ **11 paid Holidays**per year

+ **50% tuition reduction**for employee, spouse, and dependent children

+ **Flex spending accounts**

+ **Free transit**on most UTA services

+ Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel

+ Professional development opportunities

Additional benefits information is available at**https://benefits.utah.edu/**

Responsibilities

Essential Functions

1. Supervises the daily operations of the Pediatric Specialty Scheduling Contact Center. Manages the work schedule for scheduling and prior‐authorization staff and assigns tasks to team/agents. Monitors call volumes and service levels and suggests areas of improvement to the Scheduling Management Team.

2. Assists with interviews, hiring staff, and training new and existing staff. Oversees professional development of scheduling and prior‐authorization staff. Provides feedback on staff performance, assists in staff evaluations, and conducts individual monthly performance reviews. Enforces the written standards of practice, policies and procedures, and initiates corrective action as necessary.

3. Monitors daily performance and productivity. Conducts routine staff huddles and provides advanced team‐ based training. Approves leave requests and acts as the KRONOS supervisor. Manages staff adherence to work schedules using Workforce Management tools.

4. Participates in the development and implementation of operational standards and scheduling/prior‐ authorization workflows. Participates in operational committees to establish customer service standards and implements plans for improvement. Supports division compliance with department policy and health care standards.

5. Ensures customer satisfaction by analyzing complaints, concerns, and suggestions and providing appropriate follow‐through. Responsible for the customer service provided by scheduling and prior‐authorization staff and the patient experience related to the courtesy of staff. Serves as a key resource to identify, research, and resolve problems and complaints.

6. Assists with ordering materials and supplies for the Scheduling and Prior‐Authorization Teams. Monitors inventory and efficient use of supplies and resources.

7. Assists in the revision and addition of department scheduling and prior‐authorization policies and procedures.

8. Ensures agents understand and comply with call center objectives, performance standards, and policies.

9. Assists with determining, implementing, and monitoring call metrics. Ensure that metrics are being met; communicates deficiencies with enterprise administration. Advises on staffing needs based on call volumes and prior‐authorization requests/demands.

Comments

Work Environment and Level of Frequency typically required

Nearly Continuously: Office environment.

Physical Requirements and Level of Frequency that may be required

Nearly Continuously: Sitting, hearing, listening, talking. Often: Repetitive hand motion (such as typing), walking. Seldom: Bending, reaching overhead.

Minimum Qualifications

Eight years of related experience with at least two of those years in a supervisory capacity or equivalency (one year of education can be substituted for two years of related work experience). Depending on the area of assignment, related experience could include medical billing and collections, medical records, pre-authorization, admissions, or other related experience. Demonstrated human relations and effective communication skills essential.

A Bachelor’s degree in a related area, such as Accounting, Business, or Healthcare Management, may be preferred. Some positions may require knowledge of accounting, collections, coding, cash postings, data entry, and/or medical terminology.

This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

This position is patient sensitive and must fulfill all associated requirements.

Preferences

Preferences

+ Leadership experience in a call center.

+ Experience with electronic medical record applications, preferably Cerner and/or Epic.

+ Prior experience in medical scheduling, medical billing and collections, medical records, pre‐authorization, admissions, or other related experience.

_Candidates will be screened according to preferences._

**Type** Benefited Staff

Special Instructions Summary

Additional Information

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.

All qualified individuals are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action ( OEO /AA). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/

Online reports may be submitted at oeo.utah.edu

https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.