Contact Center Scheduler- ON SITE

Full‑time position, Day/Evening shift, located at 2301 Brambleton Ave SW, Roanoke, VA.

About the role

The Call Center Scheduling Specialist is one of the first points of contact for patients requesting appointments with providers or information about practices. Working in a call center environment, the specialist manages incoming referrals and schedules appointments for a clinical department that is a complex multi‑specialty, multi‑location medical practice serving a broad geographic area. The role requires mastery of scheduling and subject‑matter expertise in complex appointment scheduling functions.

Responsibilities

• Navigate multiple systems simultaneously to schedule appointments, tests, and/or procedures according to clinical protocols and scheduling standards.
• Ensure patients are aware of scheduling options and consistently offer the first available appointment.
• Proficiently make, cancel, and reschedule appointments based on scheduling guidelines.
• 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 pre‑registration 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 per organization guidelines.
• Demonstrate proficiency 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.
• Communicate effectively through written, digital, and verbal channels with patients, facilities, providers, and colleagues to ensure an easy, empathetic, solution‑oriented patient experience.
• Build impactful relationships via 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 (Bachelor’s accepted in lieu of minimum experience).
• Five years of customer service experience in a fast‑paced, multi‑tasking environment 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.

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 Carilion Wellness centers
• Access to health and wellness app, Personify Health
• Discounts on childcare
• Continued education and training

Pay

Compensation range: $17.39 – $24.35 per hour. Employee pay is based on qualifications, credentials, education, and prior work experience; the range does not include benefits or pension plan.

Schedule

Full‑time position with Day/Evening shift.