Team Lead Central Scheduling, Full Time, Days, 8am-4pm, AMG Call Center, Morristown, NJ

Atlantic Health System•Morristown, NJ

5d•$25 - $42•Onsite

About The Position

The Lead Scheduler serves as a senior member of the AMG Specialty Call Center team and is responsible for coordinating daily scheduling operations while providing support, guidance, and training to schedulers. Responsible for coordinating appointments for patients and medical practitioners. Holds responsibility for coaching, developing and training schedulers.

Requirements

High School Diploma or equivalent.
Minimum of 2 years of healthcare scheduling, patient access, medical office, or call center experience.
Strong knowledge of patient scheduling, registration, and insurance verification.
Excellent verbal and written communication skills.
Ability to work in a fast-paced, high-volume environment.
Strong organizational, problem-solving, and customer service skills.
Proficiency with Microsoft Office Suite.

Nice To Haves

Associate degree preferred.
3-5 years of healthcare call center or patient access experience.
Epic experience preferred.
Previous lead, trainer, or mentoring experience preferred.
Knowledge of specialty scheduling workflows and referral management.

Responsibilities

Assists the Supervisor/Manager in ensuring the day-to-day functions of the department are adhered to and completed.
Serves a liaison between the staff and department Management and should have their finger on the pulse of their team.
Serve as the primary resource for schedulers regarding scheduling workflows, Epic functionality, insurance verification, and patient registration processes.
Assist with onboarding, training, mentoring, and cross-training of new and existing staff.
Support supervisors and managers with daily workflow coordination and queue management.
Monitor departmental work volumes and assist with prioritization of tasks.
Identify process improvement opportunities and recommend operational enhancements.
Assist with quality monitoring, coaching, and staff development.
Escalate complex patient concerns, scheduling issues, and system-related problems as appropriate.
Foster a positive, collaborative, and patient-focused work environment.
Accurately handle incoming telephone calls, SMS requests, patient registration, outbound calls, and appointment scheduling for AMG Specialty practices in a high-volume call center environment.
Process inbound scheduling requests received through electronic work queues, fax, and other communication channels.
Identify and document special patient needs, including accommodations, interpreter requests, and exam-specific protocols.
Promote patient portal enrollment and assist patients with registration resources.
Educate patients on appointment details, preparation requirements, cancellations, and rescheduling options.
Triage referrals and direct patients to the appropriate specialty practice to ensure timely access to care.
Complete and maintain accurate patient demographic, insurance, and registration information.
Maintain patient medical and financial eligibility information through Epic work queues.
Support departmental goals related to productivity, quality, customer service, and patient satisfaction.
Participate in staff meetings, training sessions, and departmental projects.
Maintain knowledge of scheduling workflows, insurance requirements, and organizational policies.
Perform other duties and special projects as assigned by leadership.

Benefits

Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
Life & AD&D Insurance.
Short-Term and Long-Term Disability (with options to supplement)
403(b) Retirement Plan: Employer match, additional non-elective contribution
PTO & Paid Sick Leave
Tuition Assistance, Advancement & Academic Advising
Parental, Adoption, Surrogacy Leave
Backup and On-Site Childcare
Well-Being Rewards
Employee Assistance Program (EAP)
Fertility Benefits, Healthy Pregnancy Program
Flexible Spending & Commuter Accounts
Pet, Home & Auto, Identity Theft and Legal Insurance