CCC Program Scheduler

About the role

This position involves processing new referrals, offering and confirming appointments, participating in meetings, collaborating with leadership, and providing customer service.

Responsibilities

• Process new referrals in accordance with VITAS Healthcare Corporation’s policies and procedures.
• Offer and confirm same-day appointments and closest possible appointment times based on patient and referral source requests.
• Confirm appointments for palliative referrals in alignment with VPC processes and referral sources.
• Attend morning check-in meetings to review staffing and scheduling needs.
• Collaborate with CCC, VPC leadership, and Director of Admissions to ensure adequate resources in the admission scheduling tool.
• Provide a concierge level of customer service in all interactions.
• Use Cisco Phone System throughout the work shift, taking inbound calls as necessary.
• Communicate professionally with VPC, Program Admissions, Care Connection Center Intake, and Sales teams for timely dispatching of resources.
• Record, monitor, and review calls for training, quality, and performance feedback.
• Support VPC and Admissions team to meet program goals.
• Establish and maintain strong partnering relationships with internal and external callers.
• Enter accurate information to support data integrity in computer applications.
• Respond accurately to all questions regarding services provided.
• Escalate issues to CCC, VPC, and/or Program Leadership as needed.
• Participate in ongoing training and development based on the healthcare environment.
• Notify VPC, Admissions, and Sales staff of all scheduled appointments according to standards.
• Utilize scheduling tools to effectively facilitate the scheduling and updating of appointments.
• Perform related duties as required.

Qualifications

• Two or more years of related experience in medical terminology or administrative/business office environments.
• Ability to achieve goals in a fast-paced, dynamic environment.
• Strong communication skills, both verbal and written, to provide a concierge level of service.
• Working knowledge of computers, internet access, and navigation within automated systems and software packages.
• Minimum typing speed of 45 words per minute.
• Prior experience working collaboratively with other functional leaders to drive action plans.
• Highly organized and capable of managing multiple responsibilities simultaneously.
• Model positive behaviors that support 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.