Renata Rios

• Lead a patient-facing scheduling team supporting the Outpatient Blood and Marrow Transplant (BMT) Clinic at Westwood Cancer Center and the Benign Hematology Clinic at the Medical Office Pavilion.

• Participate in interviewing, candidate selection, onboarding, develop training plans and calendars, conduct training, and provide ongoing education to ensure staff competency and consistency.

• Partner with nurse managers, nurse coordinators, providers, and clinic leadership to improve communication, streamline workflows, and enhance patient access and operational efficiency.

• Manage staff schedules and PTO in Smart Square, coordinate coverage across clinics, and strategically allocate resources to maintain operational continuity.

• Manage and prioritize scheduling workqueues for BMT and Benign Hematology, monitor scheduling volumes, call activity, Teams communications, and staff messaging ensuring timely resolution of patient scheduling needs and balanced workloads.

• Provide daily operational support, guidance, and coaching to schedulers while serving as a subject matter expert on clinic scheduling workflows and processes.

• Serve as the primary escalation point for complex scheduling issues, patient concerns, complaints, and operational challenges, providing service recovery and timely resolution.

• Investigate scheduling defects and patient complaints, identify root causes, and communicate recommendations to leadership to support process improvement initiatives.

• Collaborate with post and pre transplant coordinators to resolve scheduling barriers and improve patient care coordination.

• Support clinic projects, workflow optimization initiatives, and strategic scheduling decisions that improve patient access and operational performance.

• Complex scheduling and coordinating appointments that include chemo prep for transplants, labs, treatment, providers, bone marrow biopsies, lumbar punctures, psychology and social work evals, financial counselors, and dietitians

• Communicating effectively and empathetically with patients and their families, addressing concerns and meeting needs with sensitivity and support

• Proficient in building trust, maintaining confidentiality, and demonstrating excellent active listening skills with providers, patients, and caregivers

• Raised and articulated concerns to clinic leadership, ensuring proactive resolution and enhancing quality of operations and patient care

• Trained and mentored new PSRs, providing ongoing support for seamless transition into their roles