CCC Program Scheduler

About the role

All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation’s policies, procedures, guidelines, contractual commitments, and governmental regulations.

Responsibilities

• Process new referrals in the manner best fitting the needs of the referral source and in alignment with pending management and intake processes.
• Offer and/or confirm same-day appointments and/or the appointment time that is as close as possible based on the request of the patient and/or referral source to ensure a timely admission for hospice referrals.
• Offer and/or confirm appointments in accordance with VPC related processes and referral sources for palliative referrals.
• Participate in morning check-in meetings and activities as assigned, to review staffing/scheduling needs for the day.
• Collaborate with CCC and VPC leadership, and Director of Admissions as guided, to ensure adequate, available resources are present in the admission scheduling tool throughout the work week.
• Provide a concierge level of customer service in every interaction.
• Utilize the Cisco Phone System, taking inbound calls whenever necessary.
• Communicate and collaborate with VPC, Program Admissions, Care Connection Center Intake, and Sales teams for timely dispatching of all VPC / Admission visit resources.
• Support VPC / Admissions team to exceed program goals.
• Establish a rapport and maintain an effective relationship with all internal and external customers.
• Enter accurate information to support data integrity in computer applications.
• Respond accurately to all questions received regarding services provided.
• Escalate matters to CCC, VPC, and/or Program Leadership as directed and/or VPC / Admissions clinical staff when assistance or clarification is needed.
• Participate in ongoing training and development based on the changing healthcare environment.
• Notify VPC / Admissions / Sales Staff of all scheduled appointments per standards.
• Utilize Scheduling tools to effectively facilitate the scheduling/updating of appointments.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Experience: Two or more years related experience in medical terminology and/or in an administrative, business office, or call center environment.
• Ability to attain goals in a fast-paced, dynamic environment.
• Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers.
• Superior ability to effectively communicate at all levels of the customer interaction to include both verbally and in writing to provide a concierge level of service.
• Working knowledge of computers, internet access, and the ability to navigate within automated systems and a variety of software packages, and type minimum 45 wpm.
• Prior experience in working collaboratively with other functional leaders to drive action plans.
• Must be highly organized and able to manage multiple responsibilities and work on various assignments simultaneously.
• Model positive behaviors that are focused on supporting: integrity, valuing diversity, innovation, building relationships, customer focus, and teamwork.
• Ability to communicate tactfully with department heads, managers, coworkers, and vendors to resolve problems and negotiate resolutions.

Education

Completion of high school or basic education equivalency required. Bilingual in Spanish/English a plus. Medical or business office education or training desired.