Scheduling Team Lead

RadNet•Tulsa, OK

1d•Onsite

About The Position

Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of RadNet’s success is its people with the commitment to a better healthcare experience. When you join RadNet as a Scheduling Team Lead, you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21st century and align all stakeholders- patients, providers, payors, and regulators to achieve the best clinical outcomes.

Requirements

High School Diploma or equivalent required
At least six (6) months of experience in radiology contact center or office required
Strong customer service, interpersonal, and communication skills, with the ability to interact professionally with patients, physician offices, and insurance representatives in a high-volume service environment.
Strong computer proficiency, including the ability to navigate multiple software applications simultaneously (e.g., scheduling systems, soft phone platforms, insurance eligibility tools, chat platforms, and knowledge bases) while speaking with callers and documenting information in real time.
Ability to type at least 35 words per minute while accurately documenting information during live conversations.
Ability to multitask, maintain attention to detail, and manage multiple tasks simultaneously in a fast-paced contact center environment.
Ability to follow established workflows, policies, and patient safety screening protocols consistently and accurately.
Ability to work collaboratively in a team-oriented environment, demonstrate interpersonal awareness, and contribute positively to team performance.
Demonstrated ability to receive constructive feedback, participate in coaching sessions, and apply performance improvement guidance.

Nice To Haves

Prior experience in healthcare scheduling, radiology scheduling, or a medical contact center environment preferred.
Experience working with electronic scheduling systems, healthcare information systems, or similar technology platforms preferred.
Basic knowledge of medical terminology preferred.

Responsibilities

Answer a high volume of inbound calls from patients, referring physician offices, and insurance representatives to schedule, reschedule, and cancel radiology imaging appointments.
Review and interpret clinical documentation including physician orders, clinical notes, laboratory results, insurance authorizations, and insurance cards to ensure accurate exam scheduling.
Conduct required patient safety screening and intake questions to ensure appropriate exam type, location, and equipment selection.
Enter and verify patient demographic and insurance information in the scheduling/RIS system and utilize insurance eligibility tools to confirm coverage.
Handle patient inquiries related to appointment details, preparation instructions, authorization status, medical records requests, escalations, etc.
Navigate multiple systems simultaneously including RIS scheduling platforms, soft phone systems, insurance eligibility tools, knowledge bases, fax systems, vendor portals, and patient chat platforms.
Manage simultaneous digital communications when required, including responding to multiple live patient chat conversations.
Place outbound calls to patients, physician offices, and insurance companies when additional information is needed to complete scheduling or support continuity of care.
Document call details and scheduling activity accurately in real time while speaking with callers.
Participate in regular one-on-one coaching sessions, team meetings, training sessions, and quality improvement activities. Supervisors may monitor calls live or through recordings to provide feedback and support.
Maintain compliance with HIPAA privacy and confidentiality standards when handling all patient information.
Meet established contact center performance expectations including quality standards, call handling efficiency, attendance, and productivity metrics.
Serve as a real-time resource for schedulers by answering questions, providing guidance on complex scheduling scenarios, and assisting with system or workflow challenges via in-person support or internal chat channels.
Handle escalation calls from patients, physician offices, or other callers requesting supervisor assistance, working to resolve concerns promptly and professionally
Monitor scheduler phone dispositions throughout the day (e.g., extended call durations, prolonged after-call work, or inactivity) and proactively check in to provide support and ensure adherence to performance expectations.
Partner closely with supervisors to support daily operations, workflow management, and overall team performance without direct supervisory responsibilities.
Provide peer-to-peer support and knowledge sharing to promote consistency, accuracy, and adherence to scheduling protocols and best practices.
Identify trends in scheduling challenges, system issues, or training gaps and communicate observations to leadership to support continuous improvement efforts.
Support onboarding and ongoing training efforts by assisting new and existing schedulers with practical, real-time guidance and reinforcement of standard processes.
Demonstrate leadership behaviors and serve as a role model for professionalism, customer service, and performance standards, helping to develop a pipeline of future supervisors.