Patient Appointment Scheduling Supervisor

Work Setup: Onsite
Shift: Night Shift (US Operations)
Location: Ortigas, Pasig City

Job Overview

We are looking for an experienced Patient Appointment Scheduling Supervisor to lead and oversee daily patient scheduling operations in a healthcare environment.

The successful candidate will be responsible for managing scheduling teams, ensuring efficient appointment coordination, monitoring service quality and productivity, and maintaining smooth patient access to healthcare services. This role will provide leadership, coaching, and operational support while working closely with healthcare providers, clinical teams, and other departments to ensure accurate and timely scheduling.

Key Responsibilities

• Oversee the daily operations of the patient appointment scheduling team, ensuring efficient management of calls, scheduling requests, referrals, and appointment queues.
• Monitor team performance, including call volume, service levels, productivity, appointment accuracy, and turnaround times.
• Provide coaching, training, mentoring, and performance feedback to scheduling representatives.
• Ensure accurate scheduling based on provider availability, appointment types, medical requirements, and established scheduling protocols.
• Handle escalated patient and provider concerns involving appointment availability, cancellations, rescheduling, and scheduling errors.
• Coordinate urgent, same-day, and special appointment requests with healthcare providers and clinical teams.
• Collaborate with internal departments to ensure referral, insurance, and authorization requirements are properly identified and addressed.
• Conduct quality audits and performance reviews to identify operational gaps and implement process improvements.
• Manage staffing requirements, workload distribution, schedule coverage, and overall team productivity.
• Develop and maintain scheduling procedures, workflow guidelines, and operational documentation.
• Prepare performance reports and provide regular operational updates to management.
• Ensure compliance with healthcare privacy standards, company policies, and applicable regulatory requirements.

Qualifications

• High School Diploma or equivalent required; a Bachelor's degree in Healthcare Administration, Business Administration, or a related field is an advantage.
• At least 3–5 years of experience in patient scheduling, patient access, healthcare operations, medical administration, or a related field.
• At least **1 year of supervisory,