Position Summary The Central Scheduling & Referrals Manager is responsible for leading Therapy Tree’s centralized scheduling and referral team.
This role ensures all incoming referrals are processed and scheduled quickly and accurately, maximizes schedule utilization across all clinics, and facilitates smooth patient onboarding to drive treatment conversion and patient retention.
The manager is accountable for aligning scheduling practices with company revenue goals, maintaining high levels of customer satisfaction, and optimizing payor mix and therapist productivity.
This is a highly collaborative, data-driven leadership role that supports Therapy Tree’s operational efficiency and financial performance.
Key Responsibilities Referral Intake & Scheduling Optimization
- Ensure all patient referrals are processed within 24 hours of receipt and scheduled promptly for evaluations and follow-up treatments.
- Prioritize fast scheduling of high-value referrals (based on insurance mix, clinic availability, and strategic priorities).
- Develop and maintain referral triage protocols to balance caseloads, minimize wait times, and meet clinic-specific needs.
Team Leadership & Management
Supervise and support all centralized schedulers; manage team performance, provide coaching, and resolve escalations.Lead regular huddles, coaching sessions, and quality audits to drive SOP compliance and performance improvement.Monitor staff productivity and engagement; manage capacity planning for high-volume periods.Schedule Optimization & Revenue Enhancement
Maintain full and optimized clinic schedules by minimizing ghost slots, cancellations, and no-shows.Coordinate with Clinical Directors to proactively match evaluations with treatment availability to reduce revenue loss from eval-only cases.Identify opportunities to increase utilization of high-reimbursement insurance plans through strategic scheduling.Partner with billing and revenue cycle to align patient onboarding with insurance verification and authorization requirements.Operational Excellence & System Oversight
Own and manage Raintree scheduling workflows, task queues, confirmation protocols, and automation tools.Run performance and scheduling reports in Raintree; ensure data accuracy and use insights to inform decisions.Collaborate with Clinical Directors, Office Managers, and Billing to streamline operations and improve patient flow.Customer Service & Communication
Ensure exceptional communication and customer service standards with all patients and referring providers.Resolve complex or escalated scheduling issues with professionalism and urgency.Act as the primary liaison for referring physicians, ensuring patients are scheduled promptly and communication is timely.Key Performance Indicators (KPIs)
Evaluation Confirmation :90% confirmed within 72 hours of referralTask Completion : 100% of high-priority tasks same day; ≥ 90% of all tasks within 1 business dayVoicemail Response Time : ≤ 2 business hoursGhost Slots : < 5% across all schedulesTreatment Conversion : ≥ 90% of scheduled evaluations result in treatment plan scheduling within 5 business daysWaitlist Conversion : Month-over-month increase in scheduled appointments from waitlistSchedule Optimization Compliance : ≥ 95%Referral Processing Time : < 24 hours from receipt to contact attemptInsurance Mix Efficiency : Monitor and improve treatment hours with high-value payors (tracked monthly) Qualifications2+ years in healthcare scheduling or referral coordination leadership roleProven ability to lead a team in a fast-paced, high-volume scheduling environmentProficiency in Raintree or similar EHR / EMR systems; experience with Google Workspace and phone systems (e.g., Elevate) Powered by JazzHR