Sr Program Scheduler

VITAS Healthcare•San Antonio, TX

About The Position

The Sr Program Scheduler supports VITAS Healthcare’s admissions scheduling operations in accordance with company policies, procedures, contractual commitments, and regulations. The role processes new referrals and offers or confirms timely admission appointments that best meet the needs of patients and referral sources. It also provides elevated operational support, serves as a professional role model and mentor for Program Scheduler team members, and supports admissions initiatives and performance goals. The position works closely with the Director of Admissions, Admissions Resources, Program Staff, Program Admissions, Care Connection Center Intake, and Sales teams to coordinate scheduling resources, dispatch admission visits, maintain customer relationships, and support timely referrals. The scheduler uses scheduling tools and computer applications to update appointments and maintain accurate information, responds to service questions, escalates issues when needed, and participates in ongoing training and development.

Requirements

At least 24 months of current experience and success as a VITAS Healthcare Program Scheduler or Admissions Coordinator.
Ability to work independently with minimal oversight.
Strong listening, critical-thinking, decision-making, and personal-accountability skills.
Excellent organizational and time-management skills.
Supportive, collaborative, team-minded demeanor.
Ability to attain goals in a fast-paced, dynamic environment.
Judgment and discretion in establishing and maintaining strong relationships with internal and external callers.
Excellent verbal and written communication skills across all levels of customer interaction.
Working knowledge of computers and internet access, and ability to navigate automated systems and various software packages.
Typing speed of at least 45 words per minute.
Experience collaborating with functional leaders to support action plans.
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 internal and external customers.
Completion of high school or basic education equivalency.
Ability to travel as requested.
Ability to perform the essential functions of the job, with reasonable accommodation where applicable.

Nice To Haves

Supervisory, team lead, or training experience.
Previous related experience with medical terminology or in an administrative, business office, or call center environment.
Bilingual Spanish/English skills.
Medical or business office education or training.

Responsibilities

Process new referrals in alignment with referral-source needs and pending management and intake processes.
Offer or confirm same-day appointments, or the closest available appointment time based on patient or referral-source requests, to support timely admission.
Participate in morning check-in meetings and assigned activities to review daily 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.
Perform additional, elevated opening, closing, and Admissions operations tasks.
Model positive, professional performance for Program Scheduler team members.
Mentor new Program Scheduler team members through onboarding, training, probation, and ongoing development.
Support the Director of Admissions, Admissions Resources, Program Staff, and Program Leadership Team with VITAS initiatives.
Support internal and external relationships to maintain a positive customer experience and continued referrals.
Collaborate to achieve Program, Region, and National Admissions-related metrics.
Coordinate with the Director of Admissions regarding identified Program Scheduler training needs.
Remain logged in and in “on ready” status on the Cisco Phone System throughout the work shift and take inbound calls as necessary.
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.
Build and maintain effective relationships with internal and external customers.
Enter accurate information into computer applications to support data integrity.
Respond accurately to questions about services and 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.
Support the VITAS mission, core values, and cultural platforms.
Perform other related duties assigned by a supervisor or management.