Job DescriptionIndiana University Health is seeking individuals who embody these values to join our Rehabilitation Services team in the role of RCS Manager. This position will work, Monday - Friday in a hybrid capacity as some onsite work in the Indianapolis are is expected.
As the RCS Manager, you will oversee a fully remote team responsible for coordinating patient scheduling and ensuring a seamless experience across rehabilitation services, including physical therapy, occupational therapy, and speech therapy. This role partners closely with clinic managers and rehabilitation leaders across the state to optimize scheduling workflows, maintain key performance metrics, and support patient access to care. The manager will play a critical role in driving operational excellence through data analysis, process improvement, and problem-solving while helping lead the team through major initiatives, including Epic-related workflow enhancements and Project Welcome.
Minimum Candidate Qualifications - Bachelor's degree or equivalent experience.
- 3-5+ years of leadership experience.
- Experience in healthcare operations, patient access, or call center environment.
- Strong analytical and leadership skills.
Core CompetenciesThe RCS Manager provides operational leadership and oversight of centralized specialty scheduling and referral management teams.
- Responsible for driving consistent, efficient, and patient-centered scheduling operations across multiple specialties.
- Ensures high-quality service delivery, KPI performance, and alignment with system-wide workflows.
Operational Leadership- Provide day-to-day leadership for centralized scheduling and referral management teams.
- Monitor call volume, work queues, and referral pipelines.
- Align staffing models with demand and adjust in real time.
- Ensure adherence to workflows and scheduling standards.
Performance & Metrics- Drive achievement of KPIs including service levels and productivity.
- Analyze trends and identify improvement opportunities.
- Hold team members accountable to performance expectations.
People Leadership & Development- Lead, coach, and develop team members.
- Support hiring, onboarding, and performance management.
- Promote engagement, accountability, and growth.
Process Improvement & Standardization- Drive continuous improvement initiatives.
- Identify inefficiencies and implement solutions.
- Support statewide standardization efforts.
