Lead Scheduling Specialist

RAYUS Radiology•Chesterfield, MO

14h•Onsite

About The Position

RAYUS Radiology is looking for a Lead Scheduling Specialist to join their team. They are challenging the status quo by shining light on radiology and making it a critical first step in diagnosis and proper treatment. As a Lead Scheduling Specialist, you will be responsible for providing leadership to a team of Scheduling Specialists, ensuring effective training, process improvement, quality assurance, culture stewardship, and alignment with Market initiatives. This role ensures the Scheduling Team consistently delivers the highest level of customer service and supports broader departmental goals through cross-functional collaboration and a strong and engaging leadership presence.

Requirements

High school diploma, or equivalent
3 years’ combined medical scheduling and customer service experience
1 year experience in a lead or supervisory role
Ability to manage a multi-line phone system with high call volume
Experience in identifying and implementing process improvements
Experience managing direct reports, including conducting performance evaluations, coaching for improvement, and holding team members accountable to expectations
Working knowledge of Microsoft Office
Proficient with computer systems and typing

Nice To Haves

Bilingual

Responsibilities

Maintain visibility with direct reports, ensuring queue management, supporting training efforts, identifying performance trends, and embodying company values through leadership communication and presence.
Assists in the recruiting, interviewing and hiring process for new Scheduling Specialists
Assists with the training and onboarding of new team members
Leads regular team meetings and conducts monthly one-on-ones with all direct reports
Conducts daily team touchpoints and sets daily focus
Monitor and approve team member timecards
Monitor team member performance patterns including tardiness, callouts, early leaves, unapproved OT, IT disruptions, and excessive absences
Proactively conducts live call monitoring and random call audits
Initiate and participate in team member performance evaluations, development of team members, including performance improvement plans and disciplinary actions
Assists with, or establishes, team member schedules to accommodate planned time off, ensuring appropriate staff levels and adequate Center coverage
Ensures comprehensive knowledge of company policies and procedures when scheduling team members
Sets the tone for the team by leading with positivity and professionalism
Acts as a culture champion by reinforcing the department and market vision through daily leadership presence
Supports and executes initiatives with encouragement and a solution-focused mindset
Approaches feedback constructively and uses appropriate leadership channels for concerns or escalations
Participates in leadership collaboration within the scheduling department and across market(s)
Attends and contributes to relevant Market touchpoints
Maintains visibility with team and a presence during onboarding, training, 1:1s, and other key engagement activities
Answers phones and handles calls in a professional and timely manner
Maintains positive interactions at all times with patients, referring offices and team
Schedules patient examinations according to existing company policy
Ensures all appropriate personal, financial, and insurance information is obtained and recorded accurately
Ensures all patient data is entered into information systems completely and accurately
Ensures patients are advised of financial responsibilities when applicable, appropriate clothing, preparation kits, transportation, and/or eating prior to appointment
Communicates to technologists any scheduling changes in order to ensure the highest patient satisfaction
Maintains an up-to-date and accurate database on all current and potential referring physicians
Monitors agents/scheduling specialists in the phone queue to ensure appropriate use of statuses, such as make busy, breaks, and project codes
Assigns and updates new hire work timers and ensures agents/scheduling specialists are in the correct phone queues
Jumps into the phone queue when appropriate
Encourages and models a “see it, fix it” approach to scheduling and phone queue operations
Other Duties as Assigned