CONTACT CENTER scheduler 1

Carilion Clinic•Roanoke, VA

23h•Onsite

About The Position

The Call Center Scheduling Specialist is one of the first points of contact for patients requesting appointments with our providers or information about our practices. Working in a call center environment, the Call Center Scheduling Specialist is responsible for managing incoming referrals and scheduling appointments for a clinical department. Clinical departments are complex multi-specialty, multi-location medical practices serving a broad geographic area. In addition, the Call Center Specialist must also have achieved mastery in scheduling and is a subject matter expert in complex appointment scheduling functions. Navigates multiple systems simultaneously in order to effectively schedule appointments, tests, and/or procedures according to protocols established by clinical staff and scheduling standards. Ensures patients are aware of their scheduling options and are consistently offered the first available appointment. Proficient in all aspects of scheduling including making, canceling and rescheduling appointments based on the scheduling guidelines. Demonstrates the ability to leverage waitlists, works recalls, and processes clinic-initiated reschedules. Engages patients in the scheduling process, collecting and entering relevant demographic and medical information into the electronic health record. Supports the pre-registration process by validating guarantor accounts and verifying existing insurance coverage. Creates new referrals and manages existing referrals in the referral work queue. Accurately updates the referral shell within the prescribed timeframes in accordance with the organizations referral guidelines. Demonstrates proficiency and skill in responding to multi-channel communications. Maintains acceptable call metrics including average speed of answer, average handle time, AUX ratio, and average scheduling attempts per worked hour Coordinates with the clinic care team. Routes referrals/calls requiring triage or an order to the physician, Advice Line Nurse, or care team as appropriate. Effectively communicates through written, digital and verbal channels with patients, facilities, providers and other colleagues to ensure an easy, empathetic, solution-orientated patient experience. Builds impactful relationships through a variety of communication mediums including phone, chat, email, MyChart, and EPIC in-basket messaging. Anticipates patient and provider needs and responds accordingly.

Requirements

High school diploma or equivalent required.
Five years customer service experience in an environment that requiring multi-tasking such as a call center, physicians office, hospitality or retail/service industry or a bachelors degree.
Demonstrated ability to work effectively in a fast-paced team environment.
Ability to manage difficult and emotional situations.
Ability to remain calm under stress.
Ability to display empathy and maintain positive communication.
Strong keyboarding and computer skills.

Nice To Haves

Bachelors degree preferred.
Call center experience preferred.

Responsibilities

Managing incoming referrals and scheduling appointments for a clinical department.
Navigating multiple systems simultaneously to effectively schedule appointments, tests, and/or procedures.
Ensuring patients are aware of their scheduling options and are consistently offered the first available appointment.
Making, canceling, and rescheduling appointments based on scheduling guidelines.
Leveraging waitlists, working recalls, and processing clinic-initiated reschedules.
Engaging patients in the scheduling process, collecting and entering relevant demographic and medical information.
Supporting the pre-registration process by validating guarantor accounts and verifying existing insurance coverage.
Creating new referrals and managing existing referrals in the referral work queue.
Accurately updating the referral shell within prescribed timeframes.
Responding to multi-channel communications.
Maintaining acceptable call metrics.
Coordinating with the clinic care team.
Routing referrals/calls requiring triage or an order to the appropriate personnel.
Communicating effectively through written, digital, and verbal channels with patients, facilities, providers, and colleagues.
Building impactful relationships through phone, chat, email, MyChart, and EPIC in-basket messaging.
Anticipating patient and provider needs and responding accordingly.