Scheduling and Support Services Manager

The Scheduling and Support Services Manager will work closely with the Executive Director, Deputy Director, and Medical Director. This position will manage clinical appointments, surgical schedules, liaise with medical professionals (e.g. surgeons, anesthesiologists, medical staff, etc.), oversee patient flow, transport and housing, and handle the administrative and reporting duties related to Smile Train grants and other external programs as required.
ESSENTIAL DUTIES:

1. Manage patient schedules/appointments, transport and housing, admissions, and surgery schedules.
2. Reviews and finalizes the surgery schedules before forwarding the final surgical list to the OR Manager.
   
   • Weekly Reviews - Surgery schedule for the upcoming week must be reviewed one week in advance with the Deputy Director.
   • Daily Reviews - Approved surgery schedule for the current week must be reviewed daily for any changes (e.g. deferred or reserved cases).
3. Liaise with medical professionals (e.g. surgeons and anesthesiologists, etc.) and other staff to provide coordinated scheduling of patients
4. Ensures smooth patient scheduling for clinic consultations and surgical list
5. Resolves issues or delays in patient care related to appointments, admissions, and surgery schedule
6. Guides the Social Work and Medical Scheduling staff and patients on the clinical appointment process and surgical scheduling procedures
7. Acts as Smile Train Administrator in coordination with the Executive Director:
   
   • Coordinates with Plastics and/or ENT Surgeons, Social Workers, and Speech Therapists for cleft patients under the Smile Train grants.
   • Ensures all Plastics and ENT surgeons are verified and credentialed under Smile Train.
   • Handles the administration of grants from Smile Train and/or similar programs and partners in coordination with the Executive Director.
   • Serves as the point of contact for Smile Train and similar programs and partners.
   • Prepares grant reports subject to the review and approval of the Executive Director.
   • Oversees the Speech Therapy services supported by Smile Train.

OTHER DUTIES

• Uphold the highest standards of quality and efficiency in line with hospital quality programs (e.g. Safecare, DOH, etc.) requirements.
• Ensure a safe and secure work environment by strictly adhering to infection prevention and control protocols such as but not limited to handwashing, wearing of PPE, etc.
• Commit to sustainable and eco-friendly work practices by minimizing waste, optimizing resource usage, and actively participating in initiatives that promote environmental stewardship.

EDUCATION/EXPERIENCE REQUIREMENTS:

1. Minimum Education Required: Bachelor’s degree in Nursing (BSN) or a related field. Master’s degree in Nursing, Healthcare Administration, or a related field is preferred.
2. Certificate/License Required; if any: Current Registered Nurse (RN) license.
3. Minimum Experience Required: Minimum of 3 years of experience in a hospital setting with a supervisory or management role.

KNOWLEDGE, SKILLS & ABILITIES:

1. Excellent leadership, communication, and interpersonal skills.
2. Ability to prioritize and manage multiple tasks in a fast-paced environment.
3. Excellent organizational and problem-solving skills.
4. Excellent relational skills with the ability to lead and motivate personnel, with flexibility and sensitivity to language and cultural diversity
5. Proficiency in healthcare management software and electronic medical records (EMR) systems.