Triage and Scheduling Manager
AUSTIN, TX
Full Time
Manager/Supervisor
At Urology Austin, our mission is committed to improving the lives of patients and their families through compassionate, quality, and ethical care.
In choosing a career with Urology Austin, you are choosing to improve the lives of patients and their families through a collaborative team-driven approach in an innovative, quality-driven, community-based setting. Better Medicine. Better Care.
Position Summary
The Triage and Scheduling Manager is a critical leadership role responsible for managing centralized triage and surgery scheduling operations across Urology Austin. This position supports operational excellence by aligning workflows, optimizing provider schedules, developing staff, and ensuring timely and accurate communication between patients, providers, and internal teams.This role requires strong leadership, deep understanding of clinical and administrative operations, and the ability to refine systems that support quality patient care and clinic efficiency. The Manager oversees both remote and in-person teams and works closely with clinic site leadership to resolve issues and ensure seamless service delivery.
Qualifications
- Bachelor’s degree in healthcare, business, or a related field preferred
- 3–5 years of experience in a healthcare management or supervisory role in an ambulatory or specialty care setting.
- Prior experience overseeing scheduling, triage, call center, or patient access functions required
- Experience managing hybrid teams (remote/in-person) and working across departments
- Familiarity with triage protocols and understanding of escalation standards
- Proficiency in Electronic Health Records (EHR), Microsoft Excel, phone systems, and scheduling workflows
- Strong understanding of HIPAA, documentation compliance, and workflow optimization
- Excellent leadership, communication, and team development skills
Essential Job Duties
Team Leadership & Development- Lead a multidisciplinary team of triage MAs and surgery schedulers
- Collaborate closely with the Surgery Scheduler Lead to manage day-to-day operations, assign duties, and support team development
- Conduct onboarding, training, performance reviews, and coaching for triage and scheduler staff
- Maintain a strong team culture across remote and in-person team members
- Monitor triage metrics, including response times, documentation quality, and appropriate message routing
- Standardize triage documentation protocols and ensure escalation workflows are followed
- Conduct periodic audits of message handling to ensure clinical appropriateness, timeliness, and alignment with provider expectations
- Partner with the Clinical Care Director and IT to ensure systems support protocol-driven message management
- Oversee surgical scheduling operations to ensure block time is fully utilized and orders are completed without delays
- Collaborate with the Surgery Scheduler Lead to maintain shared tools (trackers, calendars, reference sheets)
- Monitor key metrics including IVS form compliance, pre-authorization workflows, order-to-scheduling turnaround, and cancellation prevention
- Act as an escalation point for scheduling errors, patient complaints, or provider concerns
- Maintain accurate SOPs and escalation trees for both departments
- Develop cross-coverage plans and lead updates to shared calendars and resource trackers
- Lead integration of triage and scheduling processes to reduce communication gaps and improve patient access
- Identify gaps in handoffs, coverage, or documentation and implement corrections in collaboration with lead staff
- Ensure all processes adhere to HIPAA, documentation, and operational standards
- Work with Compliance and Clinical Informatics teams to address audit findings or risk areas
- Maintain familiarity with coding, scheduling, and triage policies required by the practice and external regulators
- Oversee routine quality improvement efforts including audits, documentation reviews, and training updates
Physical Demands and Work Environment:
The physical and environmental conditions described here represent those commonly encountered while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.- Physical Demands: Regularly required to sit, type, talk, and hear. Occasional walking, reaching, and lifting or moving objects up to 20 pounds. Vision requirements include close vision, distance vision, peripheral vision, and the ability to adjust focus.
- Work Environment: Primarily a clinic office setting with moderate noise. Frequent interaction with staff and patients. Minimal exposure to communicable diseases. May experience periods of stress when dealing with time-sensitive tasks or sensitive situations.
What Success Looks Like in the First 90 Days
By 30 Days- Conduct 1:1 meetings with each triage MA and surgery scheduler to understand individual support needs, performance barriers, and communication styles
- Review triage message volumes, call handling metrics, and protocol compliance (e.g., message routing, documentation completeness)
- Shadow both triage and surgery scheduling processes across at least three clinics or remote settings to identify real-time workflow and communication gaps
- Audit documentation quality and tracker usage, including IVS form status, scheduling accuracy, and triage resolution time
- Identify 3–5 opportunities for workflow or documentation improvements and share initial findings with leadership
- Launch a live vacation calendar and cross-coverage matrix for surgery scheduling staff
- Work with the Lead Scheduler to audit key workflows (e.g., order-to-surgery turnaround time, block utilization, and documentation handoff)
- Review and begin refining triage message handling protocols to ensure accurate routing and timely resolution
- Host the first joint triage/scheduling huddle to improve collaboration and establish shared communication expectations
- Begin development or revision of SOPs, escalation trees, and shared references for both teams
- Be recognized by both the triage and scheduling teams as the central point of contact for workflow support, escalations, and documentation standards
- Finalize and roll out updated SOPs and shared tools for triage message handling and surgery scheduling workflows
- Present a performance summary to leadership that includes:
- Audit findings from triage message routing and scheduling accuracy
- Call and message handling metrics (e.g., hold times, time to triage resolution)
- Surgery scheduling KPIs (e.g., days from order to scheduled, block utilization, IVS form completion rates)
- Recommendations for cross-training, documentation improvements, or system enhancements
- Demonstrate early measurable improvements in both triage consistency and scheduling turnaround to improve overall patient access
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