Contact Center Scheduler I

Carilion Services•Roanoke, VA

11d•Onsite

About The Position

The Contact Center Scheduler 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 Contact Center Scheduler 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. The Call Center Scheduling Specialist I 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. 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 requiring multi-tasking (e.g., call center, physicians office, hospitality, retail/service industry) OR a bachelor's 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

Call center experience preferred.

Responsibilities

Managing incoming referrals and scheduling appointments for a clinical department.
Navigating multiple systems simultaneously to schedule appointments, tests, and/or procedures.
Ensuring patients are aware of scheduling options and offered the first available appointment.
Making, canceling, and rescheduling appointments based on scheduling guidelines.
Leveraging waitlists, working recalls, and processing clinic-initiated reschedules.
Collecting and entering relevant demographic and medical information into the electronic health record.
Validating guarantor accounts and verifying existing insurance coverage for pre-registration.
Creating new referrals and managing existing referrals in the referral work queue.
Updating the referral shell within prescribed timeframes.
Maintaining acceptable call metrics (average speed of answer, average handle time, AUX ratio, average scheduling attempts per worked hour).
Coordinating with the clinic care team.
Routing referrals/calls requiring triage or an order to the appropriate personnel (physician, Advice Line Nurse, care team).
Communicating effectively with patients, facilities, providers, and colleagues.
Building relationships through phone, chat, email, MyChart, and EPIC in-basket messaging.
Anticipating patient and provider needs and responding accordingly.