Lead Scheduling Specialist

RAYUS Radiology•Fairfax, VA

10d•Onsite

About The Position

RAYUS Radiology is looking for a Lead Scheduling Specialist to join their team. This role involves providing leadership to a team of Scheduling Specialists, ensuring effective training, process improvement, quality assurance, culture stewardship, and alignment with Market initiatives. The goal is to ensure 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. This is a full-time position working Monday through Friday, 11:30 AM - 8:00 PM.

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.
Assist in the recruiting, interviewing, and hiring process for new Scheduling Specialists.
Assist with the training and onboarding of new team members.
Lead regular team meetings and conduct monthly one-on-ones with all direct reports.
Conduct daily team touchpoints and set 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 conduct 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.
Assist with, or establish, team member schedules to accommodate planned time off, ensuring appropriate staff levels and adequate Center coverage.
Ensure comprehensive knowledge of company policies and procedures when scheduling team members.
Set the tone for the team by leading with positivity and professionalism.
Act as a culture champion by reinforcing the department and market vision through daily leadership presence.
Support and execute initiatives with encouragement and a solution-focused mindset.
Approach feedback constructively and use appropriate leadership channels for concerns or escalations.
Participate in leadership collaboration within the scheduling department and across market(s).
Attend and contribute to relevant Market touchpoints.
Maintain visibility with team and a presence during onboarding, training, 1:1s, and other key engagement activities.
Answer phones and handle calls in a professional and timely manner.
Maintain positive interactions at all times with patients, referring offices, and team.
Schedule patient examinations according to existing company policy.
Ensure all appropriate personal, financial, and insurance information is obtained and recorded accurately.
Ensure all patient data is entered into information systems completely and accurately.
Ensure patients are advised of financial responsibilities when applicable, appropriate clothing, preparation kits, transportation, and/or eating prior to appointment.
Communicate to technologists any scheduling changes in order to ensure the highest patient satisfaction.
Maintain an up-to-date and accurate database on all current and potential referring physicians.
Monitor agents/scheduling specialists in the phone queue to ensure appropriate use of statuses, such as make busy, breaks, and project codes.
Assign and update new hire work timers and ensure agents/scheduling specialists are in the correct phone queues.
Jump into the phone queue when appropriate.
Encourage and model a "see it, fix it" approach to scheduling and phone queue operations.
Perform other duties as assigned.