Remote Centralized Scheduler

This position is fully remote and able to be supported from any location. Candidates must be available to work the specified shift, regardless of their location.

Schedule

Monday - Friday, 6:00 AM - 3:00 PM CEST / Monday - Friday, 12:00 AM - 9:00 AM EST

It may be necessary to adjust work shifts on occasion to ensure consistent coverage. This will be scheduled ahead of time in partnership with each scheduler.

About the role

Remote Centralized Schedulers are part of a telework team who staff a remote call center scheduling remote counseling appointments. Centralized Schedulers schedule clinical counseling appointments for clients using calendar software that allows the scheduler to view all counselors’ schedules and provide information and referral services when appropriate.

This position is remote but must be located within commutable distance of a military installation for the purposes of CAC issuance. Centralized Schedulers will work normal business hours within their area of operation.

Responsibilities

• Perform remote centralized scheduling functional tasks telephonically or via email.
• Receive, screen, schedule, and direct callers requesting remote clinical counseling services as well as scheduling appointments with a remote counselor in the assigned area where the client is physically located.
• Correspond with clients, including ensuring paperwork is completed and returned and uploaded into a centralized system.
• Maintain current schedules of remote clinical counseling appointments in the assigned area.
• Manage daily scheduling to ensure that clients are notified of unscheduled staff absences as soon as possible, and that appointments are rescheduled at the client’s request in a timely manner.
• Maintain direct service metrics for all staff for whom scheduling services are provided.
• Screen and connect distraught or potentially difficult callers to a Remote Clinical Counselor or a Remote Clinical Counseling Supervisor.
• Comply with telework expectations with respect to information security and protection of personally identifiable information, as well as current client Telehealth Guidance.
• Respond well in pressured, crisis situations.
• Demonstrate excellent customer service skills.
• Communicate effectively both orally and in writing.

Requirements

• High School diploma or GED.
• Two plus years’ demonstrated experience providing administrative support in a medical or other social services office setting.
• Excellent demonstrated abilities in computer and office automation software.
• Strong technology skills, as well as ability to navigate multiple computer systems simultaneously.
• Strong data entry and typing skills with a high degree of accuracy.
• Excellent oral and written communication skills.
• Excellent interpersonal skills.
• Dedicated home office space and home internet service through a broadband internet service provider.
• Experience working in a virtual environment.
• Physically located within a reasonable commuting distance of a military installation.
• Able to work core business hours of the assigned area of responsibility.
• Able to flex hours in times of surge or crisis.
• Able to obtain a US passport for travel.
• U.S. Citizenship (required for access to U.S. Government facilities and systems).
• Reliable transportation to travel to assigned locations and nearby facilities.
• Successfully complete and clear a full government background check process based on your role.

Preferred Qualifications

• Live local to the area of responsibility.
• Knowledge of basic counseling terms as they apply to various illnesses and treatments.
• Experience using a comprehensive scheduling program to serve multiple locations.
• Professional experience in a call center environment.

Skills

• Ability to work both independently and as part of a team.
• Customer Service: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; meets commitments.
• Interpersonal Skills: Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
• Written Communication: Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
• Judgment: Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Physical Demands

• Works in a home office area.
• Sits, stands, bends, lifts, and moves intermittently during working hours.
• Uses contractor-provided computer, telephones, and other office equipment.
• Must occasionally lift and/or move up to 10 pounds.

Work Environment

• Must have a dedicated professional workspace that provides a secure, private environment suitable for scheduling client appointments and is free of distractions or personal commitments during the workday or after-hour shifts.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation is based on geographic location and experience.