Lead Scheduler / Contact Center

Ardent Health Services•Albuquerque, NM

About The Position

Join our team as a day shift, full-time, Call Center Scheduler Lead in Albuquerque, NM. Why Join Us? Thrive in a People-First Environment and Make Healthcare Better Thrive: We empower our team with career growth opportunities, tuition assistance, and resources that support your wellness, education, and financial well-being. People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for. Make Healthcare Better: We use advanced technology to support our team and enhance patient care. Get to Know Your Team: Lovelace Health System includes six hospitals, 51 health care clinics, and seven outpatient therapy clinics, with 619 inpatient beds, and employs a team of more than 3,400, including more than 263 health care providers.

Requirements

High School Diploma or GED equivalent.
2 years of directly related experience.

Nice To Haves

Associate degree in a related field of study.
Medical Office Experience.

Responsibilities

The Scheduler Lead enables a world-class patient experience as a subject matter expert supporting and coaching Contact Center Schedulers.
Manages incoming time-sensitive questions from Schedulers via chat and in-person to ensure accuracy of transactions and quality of service for patients.
Coaches individual Schedulers on policies, procedures, customer service, and tool navigation to increase Quality Assurance (QA) scores and patient experience.
Effectively owns escalated patient situations and drives to resolution.
Acts as backup to the Scheduler role as the need arises.