Program Scheduler

VITAS Healthcare•Middlebury, CT

19h

About The Position

The Program Scheduler processes new referrals, coordinates timely admission appointments, and supports the Admissions team with scheduling and dispatching resources. The role provides concierge-level customer service, maintains accurate information in computer applications, and collaborates with Admissions, intake, and Sales teams. 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 government regulations. Other job-related duties may be assigned.

Requirements

Two or more 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 exercise judgment and discretion in establishing and maintaining strong partnerships with internal and external callers.
Strong verbal and written communication skills across customer interactions, providing a concierge level of service.
Working knowledge of computers and internet access, and ability to navigate automated systems and a variety of software packages.
Typing speed of at least 45 words per minute.
Prior experience collaborating with other functional leaders to drive action plans.
Strong organization skills and ability to manage multiple responsibilities and assignments simultaneously.
Ability to model positive behaviors focused on integrity, valuing diversity, innovation, building relationships, 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 Spanish/English skills.
Medical or business office education or training.

Responsibilities

Process new referrals in a manner that fits the referral source’s needs and aligns with pending management and intake processes.
Offer or confirm same-day appointments, or appointment times as close as possible to the requests of patients or referral sources, to support timely admission.
Participate in morning check-in meetings and activities as assigned to review 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 and take inbound calls as needed.
Communicate and collaborate professionally with Program Admissions, Care Connection Center Intake, and Sales teams to dispatch admission visit resources promptly.
Support the Admissions team in exceeding program goals.
Establish rapport 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 in response to changes in the healthcare environment.
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.