Program Scheduler

Key Responsibilities

• Process new referrals in alignment with VITAS Healthcare Corporation’s policies.
• Offers and/or confirms a same day appointment and/or the closest possible appointment time based on patient and referral source requests.
• Participates in morning check-in meetings to review staffing and scheduling needs.
• Collaborates with Director of Admissions to ensure availability of resources in the admission scheduling tool.
• Provides a concierge level of customer service in every interaction.
• Uses Cisco Phone System to take inbound calls as necessary.
• Communicates professionally with Program Admissions, Care Connection Center Intake, and Sales teams for timely dispatching of admission visit resources.
• Monitors and reviews calls for training, quality, and performance feedback.
• Supports the Admissions team to meet program goals.
• Maintains a rapport and effective relationship with all internal and external customers.
• Enters accurate information to support data integrity in computer applications.
• Responds accurately to all questions regarding services provided.
• Escalates issues to Director of Admissions or Admissions clinical staff when needed.
• Participates in ongoing training and development based on the changing healthcare environment.
• Notifies Admissions/Sales staff of all scheduled appointments according to standards.
• Utilizes Scheduling tools to effectively facilitate the scheduling and updating of appointments.
• Performs related duties as required.

Qualifications

• Two or more years related experience in medical terminology or an administrative, business office, or call center environment.
• Experience in a fast-paced, dynamic environment.
• Ability to establish and maintain strong partnering relationships with internal and external callers.
• Superior verbal and written communication skills to provide a concierge level of service.
• Working knowledge of computers, internet access, and ability to navigate within automated systems and type at least 45 words per minute.
• Prior experience in collaborating with other functional leaders to drive action plans.
• Highly organized and able to manage multiple responsibilities and work on various assignments simultaneously.
• Model positive behaviors 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. Preferred: Medical or business office education or training.

Certification & Licensure: None.