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 governmental regulations. The role processes referrals, schedules timely admission appointments, coordinates staffing and scheduling resources, and provides concierge-level service to patients, referral sources, and other customers. The Sr Program Scheduler also performs elevated admissions operations tasks, mentors and trains Program Scheduler team members, and supports program, regional, and national admissions initiatives and goals. The position works closely with the Director of Admissions, Admissions Resources, Program Staff and Leadership, Care Connection Center Intake, and Sales teams. It uses scheduling tools and computer applications to coordinate appointments, communicate updates, support accurate data, and dispatch admission visit resources. The employee must be logged into the Cisco phone system and available for inbound calls throughout the work shift. Calls may be recorded, monitored, and reviewed for training, quality, performance feedback, and recognition. The role requires at least 24 months of successful current experience as a VITAS Healthcare Program Scheduler or Admissions Coordinator. A high school diploma or equivalent is required. The position may require travel as requested, and reasonable accommodation may be made for individuals with disabilities to perform essential job functions.

Requirements

At least 24 months of current, successful experience as a VITAS Healthcare Program Scheduler or Admissions Coordinator.
High school completion or basic education equivalency.
Ability to work independently with minimal oversight.
Strong listening, critical-thinking, decision-making, and personal-accountability skills.
Excellent organizational and time-management skills; ability to manage multiple responsibilities and assignments simultaneously.
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 customer interactions, with the ability to provide concierge-level service.
Working knowledge of computers and internet access, ability to navigate automated systems and varied software packages, and typing speed of at least 45 words per minute.
Experience collaborating with functional leaders to support action plans.
Ability to communicate tactfully with internal and external customers.
Ability to travel as requested.

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 a manner that fits referral-source needs and aligns with 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 elevated opening, closing, and Admissions operations tasks.
Act as a positive, professional role model for Program Scheduler team members.
Mentor new Program Scheduler team members during onboarding, training, probation, 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 that maintain a positive customer experience and continued referrals.
Collaborate toward Program, Region, and National Admissions metrics related to Program Schedulers.
Work with the Director of Admissions to identify and address additional Program Scheduler training needs.
Remain logged into the Cisco phone system and in “on ready” status throughout the work shift, taking inbound calls when needed.
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 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 and escalate matters to the Director of Admissions or Admissions clinical staff when clarification or assistance is needed.
Participate in ongoing training and development in response to changes in the healthcare environment.
Notify Admissions and Sales staff of scheduled appointments according to standards.
Use scheduling tools to schedule and update appointments effectively.
Support the VITAS mission, core values, and cultural platforms.
Perform other job-related duties assigned by a supervisor or management.
Travel as requested.