Contact Center Scheduler II, Family Medicine Shenandoah Valley Float Pool

The Level II Call Center Scheduling Specialist is one of the first points of contact for patients requesting appointments with our providers or information about our practices. Working in a call center environment, the Level II Call Center Scheduling Specialist is responsible for managing incoming referrals and scheduling appointments for a clinical department. Clinical departments are complex multi-specialty, multi-location medical practices serving a broad geographic area. In addition, Level II Call Center Specialist must also have achieved mastery in scheduling and is a subject matter expert in complex appointment scheduling functions. Able to schedule for two clinical departments. They should be able to provide training and be a resource to new staff. Achieves exceptional ongoing QA scores and exceeds productivity metrics.

Performs specific job responsibilities:

• Navigates multiple systems simultaneously in order to effectively schedule appointments, tests, and/or procedures according to protocols established by clinical staff and scheduling standards. Ensures patients are aware of their scheduling options and are consistently offered the first available appointment.
• Proficient in all aspects of scheduling including making, canceling and rescheduling appointments based on the scheduling guidelines. Demonstrates the ability to leverage waitlists, works recalls, and processes clinic-initiated reschedules.
• Engages patients in the scheduling process, collecting and entering relevant demographic and medical information into the electronic health record. Supports the pre-registration process by validating guarantor accounts and verifying existing insurance coverage.
• Creates new referrals and manages existing referrals in the referral work queue. Accurately updates the referral shell within the prescribed timeframes in accordance with the organization's referral guidelines.
• Demonstrates proficiency and skill in responding to multi-channel communications. Maintains acceptable call metrics including average speed of answer, average handle time, AUX ratio, and average scheduling attempts per worked hour
• Coordinates with the clinic care team. Routes referrals/calls requiring triage or an order to the physician, Advice Line Nurse, or care team as appropriate.
• Effectively communicates through written, digital and verbal channels with patients, facilities, providers and other colleagues to ensure an easy, empathetic, solution-orientated patient experience. Builds impactful relationships through a variety of communication mediums including phone, chat, email, MyChart, and EPIC in-basket messaging. Anticipates patient and provider needs and responds accordingly.
• Helps to provide training and coaching to new hires.

Education: High school diploma or equivalent required. Bachelor's degree preferred. Bachelor's degree accepted in lieu of minimum experience

Experience: Five years customer service experience in an environment that requiring multi-tasking such as a call center, physician's office, hospitality or retail/service industry or a bachelor's degree. Call center experience preferred.

Other Minimum Qualifications: A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remain calm under stress, display empathy and maintain positive communication is required. Must have strong keyboarding and computer skills. Must meet and maintain the following: Mastery of scheduling and complex scheduling functions. Exceptional ongoing QA scores. Exceeds productivity metrics. Ability to schedule patients for two clinical departments.

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.