CONTACT CENTER scheduler 1

About the role

The Call Center Scheduling Specialist is one of the first points of contact for patients requesting appointments with our providers or information about our practices. Working in a call center environment, the Call Center Scheduling Specialist is responsible for managing incoming referrals and scheduling appointments for a clinical department. Clinical departments are complex multi-specialty, multi-location medical practices serving a broad geographic area. In addition, the Call Center Specialist must also have achieved mastery in scheduling and is a subject matter expert in complex appointment scheduling functions.

Responsibilities

• Navigate multiple systems simultaneously to effectively schedule appointments, tests, and/or procedures according to protocols established by clinical staff and scheduling standards
• Ensure patients are aware of their scheduling options and consistently offered the first available appointment
• Proficient in all aspects of scheduling including making, canceling and rescheduling appointments based on scheduling guidelines
• Demonstrate ability to leverage waitlists, work recalls, and process clinic-initiated reschedules
• Engage patients in the scheduling process, collecting and entering relevant demographic and medical information into the electronic health record
• Support the pre-registration process by validating guarantor accounts and verifying existing insurance coverage
• Create new referrals and manage existing referrals in the referral work queue; accurately update the referral shell within prescribed timeframes in accordance with organizational referral guidelines
• Demonstrate proficiency and skill in responding to multi-channel communications
• Maintain acceptable call metrics including average speed of answer, average handle time, AUX ratio, and average scheduling attempts per worked hour
• Coordinate with the clinic care team; route referrals/calls requiring triage or an order to the physician, Advice Line Nurse, or care team as appropriate
• Effectively communicate through written, digital and verbal channels with patients, facilities, providers and other colleagues to ensure an easy, empathetic, solution-orientated patient experience
• Build impactful relationships through a variety of communication mediums including phone, chat, email, MyChart, and EPIC in-basket messaging
• Anticipate patient and provider needs and respond accordingly

Requirements

• High school diploma or equivalent required; Bachelor's degree preferred (accepted in lieu of minimum experience)
• Five years customer service experience in an environment requiring multi-tasking such as a call center, physician's office, hospitality or retail/service industry (or a Bachelor's degree)
• Call center experience preferred
• Demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remain calm under stress, display empathy and maintain positive communication
• Strong keyboarding and computer skills

Pay

$17.39 - $24.35