Operations Coordinator

Matrix Medical Network•UNAVAILABLE, UNAVAILABLE

3d•Remote

About The Position

The Operations Coordinator is a cross-functional scheduling and operations role responsible for executing the full scope of provider dispatch, same-day scheduling support, and Same Day Backfill (SDBF) activities. This position ensures provider schedules are accurate, efficient, geographically optimized, and responsive to real-time operational needs. The Operations Coordinator proactively monitors provider schedules, identifies and fills scheduling gaps, manages call outs and reassignments, validates routing information, optimizes provider routes, and coordinates schedule changes with members, providers, dispatch, field leadership, and operational teams. The role is accountable for balancing provider utilization, member experience, geographic efficiency, and operational priorities while maintaining accurate documentation and compliance with organizational standards. The Operations Coordinator is expected to be fully cross-trained and able to independently perform responsibilities across dispatch, SDBF, and same-day scheduling support based on business and operational needs.

Requirements

High school diploma or equivalent required
Experience in healthcare scheduling, dispatch, logistics, call center operations, or a related operational environment preferred.
Familiarity with scheduling platforms, routing systems, and call center technology, including Five9.
Strong organizational skills with the ability to simultaneously manage multiple competing and time-sensitive priorities.
Strong verbal and written communication skills.
Demonstrated problem-solving ability and sound real-time decision-making skills.
High attention to detail with a strong focus on scheduling, documentation, and data accuracy.
Ability to analyze schedules, provider availability, routing considerations, and member needs to identify appropriate scheduling solutions.
Proven ability to manage a high volume of inbound and outbound calls while maintaining professionalism, composure, and exceptional customer service when interacting with members and clinicians.

Nice To Haves

associate degree preferred

Responsibilities

Validate Field Operations (FO) confidence levels for provider and member addresses to support accurate scheduling and routing.
Manage provider dispatching across assigned regions to ensure appropriate coverage of scheduled appointments.
Execute route optimization to minimize provider drive time and maximize schedule efficiency.
Coordinate member placement within provider routes based on geography, availability, drive time, and operational needs.
Dispatch final routes to providers in alignment with operational and member requirements.
Maintain real-time awareness of provider availability, member needs, schedule changes, and operational priorities.
Balance provider productivity, geographic efficiency, workload distribution, and member convenience when making scheduling decisions.
Monitor and manage the Five9 Queue to ensure timely handling of scheduling requests based on slot availability and established expectations.
Execute scheduling activities in accordance with Same Day Backfill (SDBF) expectations to maximize provider utilization.
Continuously monitor provider schedules to identify gaps resulting from cancellations, call outs, routing inefficiencies, or other scheduling constraints.
Analyze future booked appointments to identify members who may be appropriate for same-day or near-term rescheduling.
Proactively contact members to offer earlier appointment availability and coordinate schedule changes.
Process same-day call outs and ensure impacted member visits are appropriately reassigned.
Manage future and next-day call outs by proactively identifying coverage gaps, coordinating reassignments, and communicating necessary updates.
Schedule and reassign unscheduled visits to meet member needs within required timeframes.
Process provider reassignments to fill available slots and maintain continuity of care.
Perform zone-change reassignments to balance provider coverage and optimize workload distribution.
Prioritize high-impact scheduling opportunities that reduce provider downtime and maximize completed visits.
Proactively identify opportunities to fill open provider capacity and optimize daily schedules.
Evaluate provider availability, cancellations, member availability windows, routing considerations, and drive time when determining backfill opportunities.
Coordinate directly with providers, dispatch, and operational partners to identify optimal member placement within routes.
Balance scheduling efficiency with member convenience and provider productivity.
Create, maintain, and track SDBF tickets to document scheduling actions and provide visibility to operational teams.
Track outcomes of backfill and rescheduling efforts to identify trends and support continuous improvement.
Partner closely with providers, dispatch, field leadership, and operations teams to ensure accurate and timely resolution of scheduling needs.
Communicate proactively and professionally with members and providers regarding appointment changes, reassignments, call outs, and schedule updates.
Manage and update the no-longer-eligible list to prevent unnecessary scheduling and support compliance.
Escalate risks involving scheduling gaps, provider availability, member address concerns, or other issues that may impact coverage or service.
Track, document, and report scheduling performance, actions, outcomes, and trends.
Maintain accurate scheduling data and documentation to provide appropriate operational visibility.
Manage a high volume of inbound and outbound calls while maintaining professionalism, composure, accuracy, and a strong member and provider experience.