Program Scheduler

Program Scheduler

Requirements

• Two or more years related experience in medical terminology and/or in a call center environment
• 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 the 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, and type minimum 45 wpm
• Prior experience in working collaboratively with other functional leaders to drive action plans
• Must be highly organized and able to manage multiple responsibilities and work on various assignments simultaneously
• Ability to communicate tactfully with department heads, managers, coworkers and vendors to resolve problems and negotiate resolutions

Responsibilities

• Process new referrals that arrive directly to the program in the manor best fitting the needs of the referral source
• Participates in morning check in meeting with designated Admissions Coordinator to review staffing/scheduling needs for the day. Call to be completed prior to 9am local time
• Participates in morning check-in meeting with Admissions Manager to review staffing/scheduling needs for the day. Check-in to be completed prior to 9am local time
• Provides a concierge level of customer service to every caller by implementing the VITAS Call Center Quality Management standards of call scripting
• Supports Admissions team to exceed program goals
• Establishes a rapport and maintains an effective relationship with all internal and external Vitas customers
• Enters accurate information to support data integrity in VITAS computer applications
• Responds accurately to all questions received regarding services provided by Vitas
• Offers and/or confirms 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 a timely admission
• Escalates matters to Admissions Manager when assistance or clarification is needed
• Follows the VITAS Admissions Standard for contingency staffing
• Participates in ongoing training and development based on the changing healthcare environment
• Notifies Admissions Staff of all scheduled appointments within their working hours of 8am-8pm local time
• Notifies VITAS Marketing Representatives of all new referrals within their working hours of 8am-8pm local time
• Utilizes Appointments Everywhere to effectively facilitate the scheduling/updating of appointments

Preferred Qualifications

• Completion of high school or basic education equivalency preferred
• Bilingual in Spanish/English a plus
• Medical or business office education or training desired