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About the Role

Responsible for overseeing daily performance of the Service Center, including appointment scheduling, registration, and operator functions and personnel.

Responsibilities

• Supervises, directs, and ensures accurate scheduling of physician schedules.
• Works closely with physicians and management team.
• Trains, monitors, and evaluates staff.
• Supervises, directs, and ensures accurate incoming call routing for the Operator team.
• Oversees the Registration team to ensure quality of all insurance verification and auditing processes align with department and practice goals.
• Ensures a positive customer service atmosphere and patient interactions through ongoing training, development, and monitoring of staff.
• Seeks physician/staff feedback to ensure interactions are appropriate.
• Maintains appropriate staffing levels to handle incoming call volume and reviews dashboard metrics daily to meet department goals.
• Oversees orientation and training, including cross-training requirements, to ensure staff availability and coverage.
• Assists with candidate selection and hiring process of new staff.
• Monitors and analyzes daily workload and productivity levels and reports to the Patient Services Director.
• Works closely with Patient Services Director to identify ways to improve patient access and facilitate efficiencies in staff and patient workflows.
• Troubleshoots and researches issues to identify problems and develop recommendations for resolution.
• Assists in maintaining oversight of all department-related software, including troubleshooting issues, tracking challenges, and enhancement requests.
• Oversees and maintains all physician and midlevel scheduling preferences by ensuring all information loaded in software is updated and functioning properly.
• Works closely with physicians and midlevels to review and capture scheduling information.
• Works closely with Leads and Managers from other departments to ensure delivery of exceptional patient care and completion of company goals.
• Performs scheduling tasks as needed.
• Motivates staff for maximum work efficiency.
• Maintains strictest confidentiality.

Requirements

• Minimum of five years progressively responsible customer service positions.
• Two years supervisory experience; call center setting preferred.
• Previous medical experience preferred.
• Knowledge of customer service concepts and business methods.
• Knowledge of organization policies, procedures, systems, and objectives.
• Knowledge of basic health insurance plans.
• Skill in appropriate collection, analysis, and presentation of staffing, productivity, and cost data.
• Skill in exercising initiative, judgment, problem-solving, and decision-making.
• Ability to use interpersonal skills to establish and maintain relationships with patients and staff.
• Ability to analyze workload requirements and schedule receptionists appropriately.
• Ability to communicate clearly and effectively in writing and verbally.
• Must have adequate visual acuity to read.
• Ability to interpret and understand written material.
• Occasional stress in dealing with customer problems.
• Continuously handle multiple tasks simultaneously and work as a part of a team.

Skills

• Customer service
• Scheduling
• Registration
• Call center operations
• Staff training and evaluation
• Performance monitoring
• Insurance verification
• Auditing
• Customer service atmosphere
• Patient interaction
• Staffing level management
• Dashboard metrics analysis
• Orientation and training
• Cross-training
• Hiring process
• Workload analysis
• Productivity analysis
• Process improvement
• Problem-solving
• Software oversight and troubleshooting
• Scheduling preferences management
• Interdepartmental collaboration
• Teamwork
• Communication (written and verbal)

Location

• Austin, TX 78759

Work Type

• Full Time

Experience Level

• Management
• Five years progressively responsible customer service positions
• Two years supervisory experience

Education Level

• Bachelor’s degree preferable

Salary/Compensations

• $58,000.00 - $68,000.00

Benefits

• Medical Insurance with VIP Health Advocate Service
• Health Savings Account (HSA) with employer contribution
• Flexible Spending Account (FSA)
• Dental Coverage
• Vision Coverage
• 7-8 Paid Holidays each year
• 12 PTO Days to start, with increases based on tenure (up to 22 days)
• 401(k) with Safe Harbor contribution plus Profit Sharing (once eligible)
• Life Insurance
• Short & Long-Term Disability
• Additional Supplemental Plans
• Mileage Reimbursement + Travel Time – (for eligible positions)
• Colleague Recognition Program
• Well-being support: Employee Assistance Program

About the Company

• Since opening our doors in 1986, Texas Orthopedics has grown into one of Central Texas’s most trusted names in musculoskeletal care.
• For nearly four decades, we’ve been committed to delivering exceptional orthopedic, rheumatologic, and physical therapy services to our community.
• With multiple locations throughout the Austin area and a comprehensive team of highly skilled physicians, we continue to expand our reach and elevate patient experience.
• Texas Orthopedics is a proud division of OrthoLoneStar, the largest independent orthopedic practice in Texas.
• At Texas Orthopedics, we strive to create a workplace where excellence and support go hand in hand.
• We prioritize a culture that encourages collaboration, professional growth, work–life balance and a team-driven environment.
• Through ongoing communication, staff feedback initiatives, and continuous process improvements, we work together to ensure our clinics operate with the highest standards of efficiency, innovation, and comfort.
• This commitment helps us deliver an exceptional experience not only to our patients, but also to every member of our team.