Program Scheduler

VITAS Healthcare•Fairfax, VA

About The Position

The Program Scheduler processes new referrals and schedules admission appointments in a way that meets the needs of referral sources and patients while supporting timely admissions. The role coordinates with admissions, intake, sales, and the Director of Admissions to ensure scheduling resources are available and appointments are communicated and updated accurately. It provides concierge-level customer service, handles inbound calls through the Cisco phone system, and supports the Admissions team in meeting program goals. Calls may be recorded, monitored, and reviewed for training, quality, performance feedback, and recognition. Duties are performed in accordance with VITAS Healthcare Corporation policies, procedures, guidelines, contractual commitments, and governmental regulations. Other job-related duties may be assigned.

Requirements

At least two years of related experience in medical terminology and/or an administrative, business office, or call center environment.
Ability to attain goals in a fast-paced, dynamic environment.
Ability to use judgment and discretion to establish and maintain strong partnerships with internal and external callers.
Strong verbal and written communication skills across customer interactions.
Working knowledge of computers and internet access, and ability to navigate automated systems and a variety of software packages.
Minimum typing speed of 45 words per minute.
Prior experience collaborating with other functional leaders to drive action plans.
Highly organized, with the ability to manage multiple responsibilities and assignments simultaneously.
Ability to model integrity, respect for diversity, innovation, relationship-building, customer focus, and teamwork.
Ability to communicate tactfully with department heads, managers, coworkers, and vendors to resolve problems and negotiate resolutions.
Completion of high school or basic education equivalency.

Nice To Haves

Bilingual in Spanish and English.
Medical or business office education or training.

Responsibilities

Process new referrals in alignment with referral-source needs and pending management and intake processes.
Offer or confirm same-day appointments, or the closest available appointment time based on the patient’s or referral source’s request, to support timely admissions.
Participate in morning check-in meetings and assigned activities to review the day’s staffing and scheduling needs.
Collaborate with the Director of Admissions to ensure adequate resources are available in the admission scheduling tool throughout the work week.
Provide concierge-level customer service in every interaction.
Remain logged in and “on ready” in the Cisco phone system throughout the work shift, taking inbound calls as needed.
Communicate and collaborate professionally with Program Admissions, Care Connection Center Intake, and Sales teams to dispatch admission visit resources in a timely manner.
Support the Admissions team in exceeding program goals.
Establish and maintain effective relationships with internal and external customers.
Enter accurate information in computer applications to support data integrity.
Respond accurately to questions about services provided.
Escalate matters to the Director of Admissions or Admissions clinical staff when assistance or clarification is needed.
Participate in ongoing training and development as the healthcare environment changes.
Notify Admissions and Sales staff of scheduled appointments according to standards.
Use scheduling tools to facilitate scheduling and appointment updates effectively.
Perform other related duties as required or assigned.