Manager of Scheduling Team Services

Cortica is seeking a Manager of Scheduling Team Services to join our expanding multi-disciplinary team. 

As the Manager of Scheduling, your role involves strategic and operational oversight of scheduling operations across various centers and disciplines, fostering team collaboration, and ensuring maximum utilization of authorized hours based on clinical guidelines. Beyond handling scheduling, this position also involves significant managerial responsibilities, including managing supervisors and overseeing team performance, driving system improvements, and contributing to strategic decision-making to align with Cortica’s objectives. Your role will also entail maintaining adherence to Service Level Agreements (SLAs) and ensuring adherence to best practices for optimal scheduling. 

What will you do?  

• Management of Scheduling Supervisors: Supervise a team of Scheduling Supervisors, providing necessary support and guidance. Handle escalated issues and oversee the performance of the Supervisors to ensure efficient operation. 

• Team Support, Guidance & Point of Escalation: As a crucial pillar of support for your team, provide strategic guidance, troubleshoot complex issues, and propose solutions to enhance scheduling efficiency and service delivery. Serve as a primary point of escalation for challenging scheduling and operational issues for scheduling supervisors. Promote a culture of open communication, encouraging team members to share their insights and challenges. Use your expertise to mentor team members, fostering their professional growth and strengthening team cohesiveness. This may at times include direct scheduling support, as needed.  

• Meeting Performance Targets: Ensure the team consistently meets performance targets and Service Level Agreements (SLAs) which includes the timely and efficient scheduling of appointments, maximizing filling providers to capacity, reducing cancellations, and maximizing session completions. Proactively identify and address scheduling-related issues. 

• Quality Assurance and Best Practices Implementation: Implement processes for quality assurance, ensuring team members provide a consistent, empathetic, and supportive experience. Ensure that your teams effectively utilize best practices, systems, processes for optimal scheduling.  

• Queue Management: Oversee the proactive management of case assignments, ensuring diligent follow-ups, scheduling supervision, actively managing cases, and care plans. 

• Team Development and HR Partnership: Develop plans for team development, create a safe environment for sharing feedback, conduct regular performance reviews and 1:1 meetings with scheduling supervisors. Partner with HR and the Director of Scheduling Team Services to handle personnel issues and foster a productive working environment. 

• Project Management: Undertake various projects as requested, demonstrating adaptability, effective multitasking, and a proactive approach. 

• Travel: Be prepared to travel between centers to extend your support and expertise across scheduling operations. 

• Flexibility: Be ready to work outside normal business hours to meet project deadlines or address urgent matters. 

We’d love to hear from you if:  

• Bachelor’s Degree preferred. 
• 4 years experience managing and coordinating scheduling in ABA and/or DT services, with at least 4 years in a supervisory role. 
• You are customer service oriented –friendly, cheerful, and helpful to clients and others while following Cortica policies and procedures. 
• Team Oriented and committed to developing collaborative and productive relationships. 
• Strong understanding of scheduling principles and best practices with a commitment to continuous learning and improvement 

• Strong problem-solving skills with the ability to serve as a point of escalation, provide guidance, and recommend corrective actions to address challenges 
• Outstanding communication skills, with the ability to liaise effectively with different teams within the organization and provide clear and concise information to team members 
• Collaborative mindset driven to foster ongoing relationships to help achieve shared goals.   

Your Compensation & Benefits  

Cortica cares deeply about the well-being of each member of our team, and we have created a passionate, caring, and growth-minded culture that helps teammates thrive! As a Cortica teammate, we’ll support your well-being through medical, dental, and vision insurance, a 401(k) plan with company matching and rapid vesting, paid holidays and wellness days, life insurance, disability insurance options, tuition reimbursements for professional development and continuing education, and referral bonuses. We value you and the experience you bring to your role, and are proud to provide you with a compensation and benefits package designed to enhance all aspects of your life.  

The base pay range for this opening is $85,000 to $103,000. According to your skill level, relevant experience, education level, and location, you will receive compensation that fits appropriately within the range.