Call Center Strategic Scheduler

ARTHRITIS & RHEUMATISM ASSOCIATES P • Rockville, MD

9d • $23 - $23 • Hybrid

About The Position

The Call Center Strategic Scheduler is responsible for managing physicians' daily schedules, monitoring openings, and assisting with rescheduling patients when physicians close their schedules. This role involves making and receiving calls for multiple locations and working closely with office managers. The position requires managing waitlists, adjusting schedules, handling referrals, and ensuring efficient patient flow. The scheduler will also answer telephones, screen calls, take messages, and provide information in a timely manner. This role may involve working from home on a rotation schedule and requires strong computer and interpersonal skills.

Requirements

• High School Diploma or GED
• Customer Service Experience in Health Care or Physician’s office
• One-year medical office experience as a medical receptionist.
• Computer experience required.
• Ability to speak clearly and concisely.
• Ability to read, understand, communicate, and follow oral and written instructions.
• Knowledge of grammar, spelling, and punctuation.
• Skill in operating a computer, typewriter, photocopier, fax machine and postage meter.
• Excellent interpersonal skills.
• Ability to establish and maintain effective working relationships with patients, employees, physicians, and the public.
• Ability to work in a fast paced, stressful environment.
• Ability to perform more than one task at a time at a fast pace and accurately.
• Detail oriented.
• Cell Phone required.

Nice To Haves

• Skill in greeting patients by answering the telephone in a pleasant professional and helpful manner.

Responsibilities

• Makes and receives incoming and outgoing calls for multiple locations.
• Monitors and maintains physicians’ daily schedules.
• Monitors same-day, next-day openings on schedules.
• Works closely with office managers and assists with rescheduling of patients when physicians close their schedules.
• Manages physicians daily schedule making sure that open slots, same day next day openings are filled.
• Manages the physicians waitlist to get patient moved to sooner appointments when there are openings.
• Adjusts schedules to accommodate patients (ie shift other patients up or down).
• Manages Electronic and paper referral process.
• Monitors and removes unused holds if not filled within 24 hours.
• Removes and reschedules patients following Luma closures.
• Works through physician waitlists.
• Monitors schedules when NP slots have not been filled within 24 hours.
• Works closely with Triage to get emergency patients scheduled.
• Answers telephone for multiple locations, screens calls, takes messages and provides information in a timely manner.
• Weekly Rotation of voicemails.
• Coverage of workflow when out of office.
• Reschedules patients that need to be moved due to closure of physicians’ schedules.
• Verifies new patients benefits and eligibility.
• Directs patients to ARA website to access registration forms.
• Completes and mails new patient packets if needed for patients requesting paper forms.
• Tasks patient clinical inquiries to triage department.
• Calls the reception desk with cancellations/add-ons and delays on arrivals.
• Handles outside physicians calls per protocol.
• Handles phone messages from email / voicemail.
• Assists with EHR task pertaining to Virtual Visits follow ups.
• Handles outside referrals that come in through Phreesia, Rosetta, or E-mail platform.
• Obtains proper signatures before releasing records.
• Follows HIPAA regulations for maintaining patient confidentiality and the handling of medical information.
• Identifies, reports and /or prevents any fraudulent or unethical behavior is observed within the organization.
• Initiates notification to management if inappropriate behavior is observed within the organization.

Benefits

• Health/Dental/Vision Insurance - Cigna
• FSA
• HSA
• Life Insurance
• 401K Contributions
• Disability Insurance
• Paid Time Off
• Tuition Assistance
• Free Parking
• Paid Maternity and Paternity Leave
• STD/LTD/ADD Insurance (short-term disability, long-term disability and accidental death and dismemberment insurance)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED