CCC Program Scheduler

VITAS Healthcare•Miramar, FL

52d•Onsite

About The Position

All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation’s policies, procedures, guidelines, contractual commitments, and governmental regulations. This role involves processing new referrals, scheduling same-day or timely appointments for hospice and palliative referrals, and ensuring adequate resources are available for admissions. The position requires providing a concierge level of customer service, utilizing the Cisco Phone System, and collaborating effectively with various internal teams. Quality is paramount, with calls being recorded for feedback. The scheduler supports the admissions team in exceeding program goals, maintains customer relationships, ensures data integrity, and escalates issues as needed. Ongoing training and development are expected, along with timely notification of scheduled appointments and effective use of scheduling tools. This role may require performing other job-related duties as assigned by management.

Requirements

Two or more years related experience in medical terminology and/or in an administrative, business office, or call center environment.
Ability to attain goals in a fast-paced, dynamic environment.
Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers.
Superior ability to effectively communicate at all levels of the customer interaction to include both verbally and in writing to provide a concierge level of service.
Working knowledge of computers, internet access, and the ability to navigate within an automated systems and a variety of software packages.
Type minimum 45 wpm.
Prior experience in working collaboratively with other functional leaders to drive action plans.
Must be highly organized and able to manage multiple responsibilities and work on various assignments simultaneously.
Model positive behaviors that are 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.

Nice To Haves

Bilingual in Spanish/English a plus
Medical or business office education or training desired

Responsibilities

Process new referrals in the manner best fitting the needs of the referral source and in alignment with pending management and intake processes.
Offer and/or confirm a same-day appointment and/or the appointment time that is as close as possible based on the request of the patient and/or referral source to ensure a timely admission for hospice referrals.
Offer and/or confirm appointments in accordance with VPC related processes and referral sources for palliative referrals.
Participate in morning check-in meetings and activities as assigned, to review staffing/scheduling needs for the day.
Collaborate with CCC and VPC leadership, and Director of Admissions as guided, to ensure adequate, available resources are present in the admission scheduling tool throughout the work week.
Provide a concierge level of customer service in every interaction.
Be logged in and “on ready” on the Cisco Phone System throughout the work shift, taking inbound calls whenever necessary.
Communicate and collaborate professionally with VPC, Program Admissions, Care Connection Center Intake, and Sales teams for timely dispatching of all VPC / Admission visit resources.
Support VPC / Admissions team to exceed program goals.
Establish a rapport and maintain an effective relationship with all internal and external customers.
Enter accurate information to support data integrity in computer applications.
Respond accurately to all questions received regarding services provided.
Escalate matters to CCC, VPC, and/or Program Leadership as directed and/or VPC / Admissions clinical staff when assistance or clarification is needed.
Participate in ongoing training and development based on the changing healthcare environment.
Notify VPC / Admissions / Sales Staff of all scheduled appointments per standards.
Utilize scheduling tools to effectively facilitate the scheduling/updating of appointments.
Perform related duties as required.