Customer Support Scheduler

Customer Service Scheduler

Adobe Population Health (APH) is a women-owned health solutions company founded in 2018 with a mission of positively impacting the lives we touch. Headquartered in Phoenix, AZ, with satellite locations across multiple states, APH fosters a culture rooted in inclusivity, human kindness, and high-quality care.

Recognized by Inc. 5000 as one of America's Fastest-Growing Private Companies and honored five consecutive years as a "Best Place to Work" by the Phoenix Business Journal, APH continues to expand its reach and impact.

APH partners with health plans, providers, hospitals, and families to deliver tailored programs including case management, in-home and in-clinic wellness assessments, preventative care, transitional care, and social services. As one of the nation's few fully integrated healthcare organizations, APH delivers comprehensive, coordinated medical and social support through a wide range of specialized service lines.

With continued growth on the horizon, APH is seeking mission-driven individuals who are passionate about improving health outcomes and supporting those in need.

Position Purpose

The Customer Service Scheduler is responsible for coordinating and maintaining a full schedule of in-home wellness assessments and other preventative screenings for our field staff. As a CSS, you will provide inbound/outbound front office support within the service center to coordinate communication efforts, between other member services, and members via phone support, customer services, surveys, and scheduling.

Duties & Responsibilities

• Demonstrate a positive and professional attitude in providing customer service by being respectful of all clients.
• Demonstrate professional, appropriate, and effective communication with clients, families, and other team members to ensure continuity of care.
• Perform outbound calls to members to schedule their wellness assessments on behalf of the health insurance in their home or via telehealth.
• Work collaboratively within a team setting to provide positive outcomes for patients as well as demonstrate a positive and professional attitude while providing customer service by being respectful of all members.
• Responsible for the management of field staff calendars and ensuring their schedules are full.
• Proactively review, monitor, and adjust calendars for max efficiency.
• Maintain patient confidentiality, following all HIPAA guidelines and regulations.
• Participate in forming solutions for presenting problems and determining realistic goals.
• Answer incoming calls about service inquiries.
• Make outgoing calls including, but not limited to, observation, missed visits, discharge, and satisfaction, as well as others.
• Schedule appointments and service requests.
• Performs other related duties as assigned by management.

Skills & Qualifications

• Ability to speak English fluently.
• Spanish-speaking is preferred.
• Proficiency in Microsoft products.
• Strong organizational skills with the ability to multitask.
• Identify and resolve problems in efficient and effective ways.
• Ability to manage sensitive information in a confidential manner.
• Excellent written and verbal communication skills.
• Problem-solving and analytical skills.
• Diligence and accuracy.

Education, Licenses, & Certifications

• High School Diploma or equivalent required.
• Associate degree preferred.

Benefits & Total Rewards

• Paid Orientation and Training
• Insurance Medical, Dental, Vision, and Life
• 401k Plan 3% match
• Employee Assistance Program
• Tuition Reimbursement
• Continued Education Support
• Mileage Reimbursement (if applicable)
• Referral Bonuses
• Paid Holidays (9 days)
• Paid Time Off (15 days)
• Paid Volunteer Hours

Character & Competencies

• Courage To have the courage to do the right thing at the right time.
• Ownership To take ownership of every issue you touch.
• Respect To respect yourself, co-workers, and for those whom you care.
• Excellence To be excellent in all that you do.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Problem-Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Physical Demands

• Occasionally required to stand.
• Occasionally required to walk.
• Continually required to sit.
• Occasionally required to climb, balance, bend, stoop, kneel or crawl.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• May occasionally lift and/or move more than 30 pounds.
• Must be able to physically perform the essential duties of the position which include lifting 30 lbs., transporting materials, stooping, kneeling, crouching, reaching, use of hands, balancing, walking, standing, talking, hearing, and typing.

Equal Employment Opportunity

APH is an Equal Opportunity Employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.