Program Scheduler

VITAS Healthcare•Daytona Beach, FL

About The Position

The Program Scheduler processes new referrals and arranges admission appointments in a way that fits the referral source’s needs and supports timely admission. The role provides concierge-level customer service, coordinates scheduling resources and appointments with Admissions, Intake, and Sales teams, and maintains accurate information in scheduling and other computer applications. The employee participates in daily check-in activities, supports program goals, and escalates questions or issues to the Director of Admissions or Admissions clinical staff as needed. 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 related duties may also 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 partnering relationships 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.
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 according to referral-source needs and intake processes.
Offer or confirm same-day appointments, or the appointment time closest to the patient’s or referral source’s request, to support timely admission.
Participate in morning check-in meetings and activities 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 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 to support data integrity in computer applications.
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.