Senior Program Scheduler

VITAS Healthcare•Pompano Beach, FL

About The Position

This role is responsible for processing new referrals, scheduling same-day or immediate appointments, and ensuring timely admissions in alignment with management and intake processes. The Senior Program Scheduler will provide a concierge level of customer service, act as a positive role model and mentor for the team, and support various VITAS initiatives. This position requires strong communication and collaboration with internal and external teams, accurate data entry, and effective use of scheduling tools. The role also involves supporting the Admissions team to exceed program goals and maintaining positive customer relationships.

Requirements

Current experience and success as a VITAS Healthcare Program Scheduler or Admissions Coordinator for a period of no less than 24 months.
Must be able to work independently with minimal oversight.
Possess strong listening, critical thinking, decision-making, and personal accountability skills.
Must possess excellent organizational and time management skills.
Must possess a supportive, collaborative, team-minded demeanor.
Ability to attain goals in a fast-paced, dynamic environment.
Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers.
Superior ability to effectively communicate at all levels of customer interaction to include both verbally and in writing to provide a concierge level of service.
Working knowledge of computers, internet access, and the ability to navigate within an automated systems and a variety of software packages.
Ability to type minimum 45 wpm.
Must be highly organized and able to manage multiple responsibilities and work on various assignments simultaneously.
Ability to communicate tactfully with internal and external customers.
Completion of high school or basic education equivalency required.

Nice To Haves

Supervisory, Team Lead, or Training experience preferred.
Previous related experience in medical terminology and/or in an administrative, business office, or call center environment preferred.
Bilingual in Spanish/English a plus.
Medical or business office education or training desired.
Prior experience in collaborating with other functional leaders to support action plans.
Model positive behaviors that are focused on supporting: integrity, valuing diversity, innovation, building relationships, customer focus, and teamwork.

Responsibilities

Process new referrals in a manner best fitting the needs of the referral source and in alignment with pending management and intake processes.
Offer and/or confirm a same-day appointment and/or the appointment time that is as close as possible based on the request of the patient and/or referral source to ensure timely admission.
Participate in morning check-in meetings and activities as assigned, to review staffing/scheduling needs for the day.
Collaborate with the Director of Admissions to ensure adequate, available resources are present in the admission scheduling tool throughout the work week.
Provide a concierge level of customer service in every interaction.
Perform additional, elevated opening, closing, and Admissions operations tasks.
Function as a positive, professional role model and set the example for PS team members in the performance of all PS duties and responsibilities.
Serve as a strong mentor for all new PS team members throughout their onboarding, training, probationary period, and ongoing development.
Support the Director of Admissions, Admissions Resources, Program Staff, and Program Leadership Team with VITAS initiatives.
Advocate for internal and external relationships to maintain positive customer experience and ensure continued referrals.
Support a collaborative approach in achieving Program, Region, and National Admissions related metrics as they relate to Program Schedulers.
Collaborate with the Director of Admissions regarding additional training needs of Program Schedulers as identified.
Be logged into and "on ready" on the Cisco Phone System throughout the work shift, taking inbound calls whenever necessary.
Maintain strong, professional communication and collaboration with Program Admissions, Care Connection Center Intake, and Sales teams for timely dispatching of all Admission visit resources.
Support the Admissions team to exceed program goals.
Establish a rapport and maintain an effective relationship with all internal and external customers.
Enter accurate information to support data integrity in computer applications.
Respond accurately to all questions received regarding 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 based on the changing healthcare environment.
Notify Admissions / Sales Staff of all scheduled appointments per standards.
Utilize Scheduling tools to effectively facilitate the scheduling/updating of appointments.
Support the VITAS mission, core values, and cultural platforms at all times.
Perform additional duties as required.