Program Scheduler

VITAS Healthcare•Maitland, FL

12h

About The Position

The Program Scheduler supports timely admissions by processing new referrals and coordinating admission appointments according to the needs of referral sources and patients, management direction, and intake processes. The role participates in morning check-in meetings to review daily staffing and scheduling needs and works with the Director of Admissions to ensure admission scheduling resources are available throughout the work week. The position provides concierge-level customer service, handles inbound calls through the Cisco phone system, collaborates with Program Admissions, Care Connection Center Intake, and Sales teams, and uses scheduling tools to arrange and update appointments. It maintains accurate information in computer applications, responds to questions about services, notifies Admissions and Sales staff of scheduled appointments, and escalates matters to the Director of Admissions or clinical staff when needed. Calls may be recorded, monitored, and reviewed for training, quality, performance feedback, and recognition. The employee also participates in ongoing training and performs other related duties as 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 considerable judgment and discretion in establishing and maintaining strong partnerships with internal and external callers.
Superior verbal and written communication skills to provide concierge-level service throughout customer interactions.
Working knowledge of computers and internet access, ability to navigate automated systems and various software packages, and typing speed of at least 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 positive behaviors focused on integrity, valuing 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 a manner that fits the referral source’s needs and aligns with 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 admission.
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 in “on ready” status on 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 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 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.