CENTRALIZED PATIENT SCHEDULER TEAM LEAD

IVI America•Newport Beach, CA

About The Position

The Centralized Patient Scheduler Team Lead coordinates, oversees, and assists Centralized Patient Schedulers. In collaboration with the Department Supervisor and Department Manager, the Team Lead ensures schedulers follow Everleap Fertility protocols while providing professional patient care and high-quality support to assigned providers. The role manages scheduling and administrative workflows, assigns daily duties, monitors workload and performance, and serves as the primary point of contact for schedulers’ day-to-day questions. The Team Lead assists management with staffing and coverage planning, onboarding and training, continuing education, and maintaining high-quality patient care. The position also handles patient calls and online inquiries, registers and schedules appointments, answers general questions about the practice and services, documents communications, and escalates medical questions or complaints to appropriate medical professionals. Everleap Fertility brings together fertility practices across more than 60 U.S. locations and is part of IVI Institute, a global community advancing reproductive medicine.

Responsibilities

Manage assigned scheduling, paperwork, records, and other administrative workflows for Centralized Patient Schedulers.
Assign daily duties and tasks to schedulers in assigned offices.
Keep the Department Supervisor and Department Manager informed about individual performance.
Assist management with staffing plans and coverage for PTO, UPTO, and leave.
Identify and recommend solutions for schedulers in accordance with management guidance.
Assist with onboarding and training new schedulers and continuing education for current staff.
Assist management in ensuring high-quality patient care.
Review patient and provider concerns with Department Management and participate in corrective solutions or actions.
Hold periodic staff meetings as required by the Department Management Team.
Relay pertinent information to Centralized Patient Schedulers as approved by management.
Serve as the primary contact for schedulers’ day-to-day questions, monitor workload, and provide help and guidance.
Ensure the team follows RMANJ policies and procedures.
Answer phone calls and online inquiries from potential patients; register and schedule new and returning patient appointments and promote RMA.
Provide patients and staff with current and accurate information about doctors and practices.
Answer general inquiries about RMA, physicians, insurance, and reproductive medicine services, and convert inquiries into new patient appointments.
Resolve problems by clarifying issues and researching answers and alternative solutions.
Escalate medical complaints and questions to the appropriate medical professional.
Document communications according to standard operating procedures and notify appropriate parties or systems about urgent requests, complaints, or compliments.
Provide appointment availability and schedule appointments within established guidelines, following new-patient scheduling scripts for different appointment types.
Update patient information in the My Med Leads website database.
Stay informed about RMA marketing and advertising campaigns and the Patient Liaison’s role in responding to related telephone and email inquiries.
Collaborate with clinic patient services and administrative teams to ensure schedules are appropriately booked with qualified patients.