Call Center Strategic Scheduler

About the role

Makes and receives incoming and outgoing calls for Wheaton, Chevy Chase, DC, Shady Grove, Olney, Frederick, Fairfax, OAC, and MSK. Manages physicians' daily schedules, monitors same-day and next-day openings, and assists with rescheduling patients when physicians close their schedules.

Responsibilities

• Manages physicians' daily schedule to fill open slots and next-day openings.
• Maintains and manages the physicians' waitlist to move patients to earlier appointments.
• Adjusts schedules to accommodate patients, shifting patients up or down as needed.
• Monitors and removes unused holds if not filled within 24 hours.
• Reschedules patients following Luma closures.
• Works through physician waitlists.
• Maintains schedules when NP slots are not filled within 24 hours.
• Coordinates with Triage to get emergency patients scheduled.
• Answers telephone for the osteoporosis program, screens calls, takes messages, and provides information.
• Serves as the primary point of contact for all new osteoporosis patient scheduling across all locations.
• Schedules appointments for osteoporosis providers and the nutritionist.
• Reviews referrals and ensures all required documentation is received.
• Contact outside physician offices and healthcare facilities to obtain required medical records and diagnostic reports.
• Verifies insurance benefits and confirms eligibility requirements when appropriate.
• Educates patients regarding osteoporosis diagnoses, treatment expectations, required documentation, and the scheduling process.
• Understands and implements departmental protocols, including the policy regarding Prolia medication transfer requests.
• Triage referrals and prioritize patients based on physician-established criteria.
• Coordinating with providers, Administrative Medical Assistants, office managers, and the call center to ensure continuity of patient care.
• Maintains knowledge of osteoporosis diagnosis, treatment, and care management processes.
• Schedules patients that need to be moved due to closure of physicians’ schedules.
• Verifies new patients' benefits and eligibility.
• Completes and mails new patient packets if needed for patients requesting paper forms.
• Tasks patient clinical inquiries to the triage department.
• Handles phone messages from email/voicemail.
• Assists with EHR tasks pertaining to Virtual Visit follow-ups.
• Handles outside referrals that come in through Phreesia, Rosetta, or email platform.
• Handles outside physicians' calls per protocol.
• Performs quality assurance reviews of scheduled appointments.
• Works directly with the Physician Director and departmental leadership to maintain knowledge of osteoporosis diagnosis, treatment, and care management processes.
• Handles cancellations and add-ons for arrivals.
• Performs other duties as assigned.

Requirements

• High School Diploma or GED.
• One-year medical office experience as a medical receptionist.
• Customer service experience in health care or physician's office.
• Computer experience required.
• Knowledge of grammar, spelling, and punctuation.
• Excellent interpersonal skills.
• Ability to work in a fast-paced, stressful environment.
• Detail-oriented.
• Compliance with HIPAA regulations for maintaining patient confidentiality and handling medical information.
• A strong commitment to honest and responsible corporate conduct.
• The ability to identify, report, and prevent fraudulent or unethical behavior within the organization.
• The ability to initiate notification to management if inappropriate behavior is observed within the organization.
• Access to the ARA Check In/Out computer role for carrying out job responsibilities.

Qualifications

• Knowledge of medical terminology and procedures.
• Strong organizational and time management skills.
• Ability to multitask and prioritize effectively.
• Excellent communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Basic understanding of electronic health records (EHR) systems.
• Ability to manage stress and handle high call volumes.
• Ability to work flexible hours, including evenings and weekends.
• Ability to work remotely, if necessary.

Skills

• Excellent customer service skills.
• Effective communication skills.
• Proficient in using computers and software applications.
• Ability to manage multiple tasks simultaneously.
• Strong organizational and time management skills.
• Ability to work under pressure and meet deadlines.
• Knowledge of medical terminology and procedures.
• Ability to prioritize tasks and manage time effectively.
• Ability to work independently and as part of a team.
• Basic understanding of electronic health records (EHR) systems.
• Ability to manage stress and handle high call volumes.
• Ability to work flexible hours, including evenings and weekends.
• Ability to work remotely, if necessary.

Benefits

• Health/Dental/Vision Insurance.
• Flexible Spending Account (FSA).
• HSA Eligibility.
• Life Insurance.
• 401(k) Contributions.
• Disability Insurance.
• Paid Time Off.
• Maternity and Paternity Leave.
• Short-Term Disability (STD).
• Long-Term Disability (LTD).
• Accidental Death and Dismemberment (ADD) Insurance.
• Free Parking.
• Tuition Assistance.
• Weekly Friday off.
• Comprehensive benefits package.

Pay

$23/hr

Schedule

4-day work week (Monday - Thursday), Full-Time.