Lead IR Scheduler

About This Role

Serve as the Lead Scheduler for the Interventional Radiology Scheduling staff, providing support to teammates as a subject matter expert and primary trainer. Collaborate with management to track and improve processes and update reference material as part of the department's contact center.

Responsibilities

• Act as the subject matter expert for Interventional Radiology Scheduling and the primary point of contact for related questions from the scheduling staff
• Serve as the primary trainer for incoming new hires and existing schedulers, with all new-hire training and any training more effectively performed in person occurring onsite
• Provide coaching and encouragement to teammates who need assistance with their workflow or understanding scheduling guidelines
• Provide functional supervision for IR Schedulers
• Ensure incoming emails and faxes to the IR Schedulers are addressed in a timely manner
• Assist management with quality control measures by running reports, manually reviewing upcoming schedules for errors, and distributing schedulers phone metrics
• Respond to requests for vendors for procedures from IR faculty and staff, communicate with vendors to confirm availability, and create vendor appointments
• Complete pre-appointment tasks in the Pre-Service Business Tasks Workqueue
• Identify and track reoccurring scheduling/operational problems and participate in their resolution
• Collaborate with management to update scheduling documentation and workflows
• Perform duties required of the Patient Services Intermediate level as time allows and as needed
• Interpret incoming referrals and case requests, schedule or triage as needed
• Schedule clinic appointments and procedures adhering to applicable guidelines and workflows, providing patients with necessary pre-visit instructions
• Make and receive calls on behalf of Interventional Radiology as a member of the clinic's contact center
• Accurately record and triage medical questions
• Maintain security of all databases and confidential personnel and patient information

Requirements

• 5+ years of experience in customer service
• Demonstrated good communication skills, both written and verbal
• Ability to work independently in an ever-changing and potentially stressful environment
• Dependability, initiative, ability to prioritize, and ability to accept direction
• Ability to spell correctly and use proper grammar
• Strong organizational skills
• Excellent attendance record
• High School diploma or equivalent

Qualifications

• High School diploma or equivalent
• 5+ years of experience in customer service

Nice to Have

• 5+ years of customer service experience within a medical environment
• Working knowledge of MiChart
• Familiarity with medical terminology
• Experience in a health care environment

Skills

* Required skills

Benefits