Contact Center Scheduler- ON SITE

About the role

Transform Healthcare
THIS POSITION IS ON SITE IN ROANOKE, VA

Responsibilities

• Navigate multiple systems simultaneously to schedule appointments, tests, and procedures.
• Ensure patients are aware of their scheduling options and offered the first available appointment.
• Proficient in scheduling, including making, canceling, and rescheduling appointments.
• Leverage waitlists, works recalls, and processes 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.
• Respond effectively to multi-channel communications, including phone, chat, email, MyChart, and EPIC in-basket messaging.
• Coordinate with the clinic care team, routing referrals/calls requiring triage or an order to the physician, Advice Line Nurse, or care team as appropriate.
• Communicate empathetically and solution-orientedly with patients, facilities, providers, and colleagues.
• Build impactful relationships through various communication mediums.
• Anticipate patient and provider needs and respond accordingly.

Requirements

• Education: High school diploma or equivalent required. Bachelors degree preferred.
• Experience: Five years customer service experience in an environment requiring multi-tasking such as a call center, physicians office, hospitality, or retail/service industry, or a bachelors degree. Call center experience preferred.
• Qualifications: 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.
• Skills: Strong keyboarding and computer skills.

Qualifications

• A 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 is required.
• Strong keyboarding and computer skills.

Benefits

Comprehensive Medical, Dental, & Vision Benefits
Employer Funded Pension Plan, vested after five years (Voluntary 403B)
Paid Time Off (accrued from day one)
Onsite fitness studios and discounts to our Carilion Wellness centers
Access to our health and wellness app, Personify Health
Discounts on childcare
Continued education and training