Join BoldAge PACE and Make a Difference!
Why work with us?
- A People First Environment: We make what is important to those we serve important to us.
- Make an Impact: Enhance the quality of life for seniors.
- Professional Growth: Access to training and career development.
Competitive Compensation:
- Medical/Dental
- Generous Paid Time Off
- 401K with Match*
- Life Insurance
- Tuition Reimbursement
- Flexible Spending Account
- Employee Assistance Program
BE PART OF OUR MISSION!
Are you passionate about helping older adults live meaningful, independent lives at home with grace and dignity? BoldAge PACE is an all-inclusive program of care, personalized to meet the individual health and well-being needs of our participants. Our approach is simple: We listen to our participants and their caregivers to truly understand their needs and desires.
Supervisor, Scheduling & Medical Records
SUMMARY:
The Supervisor, Scheduling & Medical Records provides day-to-day leadership for centralized Scheduling and Medical Records operations within Shared Services. This role directly supervises assigned staff, coordinates daily workload and coverage, reinforces established workflows and performance expectations, resolves routine operational issues, and escalates significant or recurring concerns to the Manager, Scheduling & Medical Records.
The Supervisor supports consistent service delivery across centers and helps the team maintain continuity as additional work transitions into Shared Services. The Manager retains accountability for department strategy, staffing plans, KPI and SLA standards, formal department reporting, workflow decisions, and broader cross-functional leadership.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Daily Operations and Service Delivery
• Supervise daily Scheduling and Medical Records operations for assigned staff across supported centers.
• Monitor work queues, workload, aging, backlogs, turnaround times, and daily service needs; assign and rebalance work to support timely completion.
• Coordinate daily coverage for scheduled time off, call-outs, vacancies, workload surges, and newly centralized work.
• Reprioritize work, reassign staff, and adjust coverage within established schedules when urgent participant or operational needs arise.
• Resolve routine participant, caregiver, provider, center, IDT, and workflow escalations within established processes and authority.
• Escalate significant, recurring, compliance-sensitive, clinical, or cross-departmental concerns to the Manager.
• Step into production work temporarily when needed for unexpected absences, urgent queue support, short-term workload surges, transitions, or implementations; this position does not carry a routine individual production assignment.
People Leadership and Workforce Coordination
• Provide day-to-day leadership, coaching, feedback, and operational support to direct reports.
• Manage daily schedules, attendance, call-outs, coverage assignments, and routine PTO requests based on established staffing requirements; the Manager may override PTO decisions when operationally necessary.
• Monitor employee availibility, responsiveness, productivity, and work output in the remote work environment and reinforce established remote-work expectations
• Conduct regular one-on-one meetings, provide documented coaching, address initial performance concerns, and contribute to performance evaluations.
• Escalate formal or significant performance matters to the Manager, who retains final accountability for disciplinary action, performance improvement plans, final ratings, and termination recommendations.
• Participate in interviews and provide hiring recommendations; coordinate day-to-day onboarding and monitor new-hire progress.
• Recognize employee contributions, support engagement and retention, encourage cross-coverage, and identify development opportunities.
• Review and approve timecards when authorized by established HR and payroll processes.
• Monitor overtime needs and staffing utilization and obtain Manager approval before overtime is used, unless another organizational approval process applies.
Performance, Quality, and Training
• Monitor individual and team performance against established productivity, quality, turnaround-time, KPI, and SLA expectations.
• Review routine daily and weekly operational information, identify work or employees outside established expectations, provide coaching, and escalate trends or barriers to the Manager.
• Perform routine observation and operational quality checks as part of employee coaching and reinforce established quality and documentation standards.
• Identify recurring errors, knowledge gaps, and training needs and partner with the Quality & Training Specialist on remediation, refresher training, and competency support.
• Ensure required training is completed and reinforce approved workflow, procedure, and system changes through day-to-day coaching.
• Provide the Manager with routine updates on workload, queue aging, backlogs, staffing concerns, productivity, service levels, recurring errors, barriers, escalations, and assigned corrective actions.
Workflow, Compliance, and Systems
• Ensure staff follow established Scheduling, Medical Records, documentation, authorization-related, privacy, and service workflows.
• Reinforce established CMS PACE, HIPAA, departmental, and organizational requirements and address routine deviations through coaching.
• Promptly escalate potential compliance concerns, repeated deviations, identified risks, or matters requiring regulatory interpretation.
• Identify and document workflow barriers; troubleshoot immediate operational issues and bring recurring or systemic concerns and recommended solutions to the Manager.
• Participate in testing and implementation of approved workflow and system changes and monitor team adoption.
• Ensure required systems are used correctly and consistently; troubleshoot routine issues and escalate recurring system barriers or enhancement opportunities.
• Support audits, corrective actions, projects, and implementations as assigned.
Communication and Operational Representation
• Lead routine team huddles and operational meetings for assigned staff.
• Communicate directly with center staff, IDT members, providers, Transportation, and other operational partners to resolve routine day-to-day issues.
• Attend center, IDT, or cross-functional meetings when operational representation is needed; provide updates and explain established workflows within the position’s authority.
• Keep the Manager informed of material trends or issues that may affect service levels, participant care, staffing, or department performance.
• Serve as the designated operational point of contact during Manager absences when assigned, maintaining daily operations and escalating matters requiring higher-level leadership intervention.
• Maintain confidentiality of participant, employee, and organizational information.
• Perform additional duties as assigned.
KPI REQUIREMENTS
To support quality, compliance, operational performance, and customer satisfaction, this position is responsible for monitoring and coaching assigned staff toward established departmental KPIs and SLAs. The Manager retains responsibility for setting performance standards and formal department reporting.
EDUCATION AND EXPERIENCE:
• High school diploma or GED required.
• Associate’s or bachelor’s degree preferred but not required.
• Three (3) or more years of healthcare operations experience in scheduling, medical records, referrals, authorizations, healthcare administration, or related operations.
• Prior supervisory, team leadership, coaching, or people-management experience preferred, but not required.
• Experience in PACE, managed care, ambulatory care, or another regulated healthcare environment preferred.
