Lead Scheduling Specialist

Lead Scheduling Specialist

RAYUS Radiology is looking for a Lead Scheduling Specialist to join our team. We are challenging the status quo by shining light on radiology and making it a critical first step in diagnosis and proper treatment. Come join us and shine brighter together! As a Lead Scheduling Specialist, you will be responsible for providing leadership to a team of Scheduling Specialists, ensuring effective training, process improvement, quality assurance, culture stewardship, and alignment with Market initiatives. This role ensures the Scheduling Team consistently delivers the highest level of customer service and supports broader departmental goals through cross-functional collaboration and a strong and engaging leadership presence. This a full-time position working Monday thru Friday; 11:30 AM - 8:00 PM.

Essential Duties and Responsibilities:

(50%) Team Leadership, Performance Management, and Communication

1. Maintain visibility with direct reports, ensuring queue management, supporting training efforts, identifying performance trends, and embodying company values through leadership communication and presence.
2. Assists in the recruiting, interviewing and hiring process for new Scheduling Specialists
3. Assists with the training and onboarding of new team members
4. Leads regular team meetings and conducts monthly one-on-ones with all direct reports
5. Conducts daily team touchpoints and sets daily focus
6. Monitor and approve team member timecards
7. Monitor team member performance patterns including tardiness, callouts, early leaves, unapproved OT, IT disruptions, and excessive absences
8. Proactively conducts live call monitoring and random call audits
9. Initiate and participate in team member performance evaluations, development of team members, including performance improvement plans and disciplinary actions
10. Assists with, or establishes, team member schedules to accommodate planned time off, ensuring appropriate staff levels and adequate Center coverage
11. Ensures comprehensive knowledge of company policies and procedures when scheduling team members

(20%) Culture Champion & Market Alignment

1. Sets the tone for the team by leading with positivity and professionalism
2. Acts as a culture champion by reinforcing the department and market vision through daily leadership presence
3. Supports and executes initiatives with encouragement and a solution-focused mindset
4. Approaches feedback constructively and uses appropriate leadership channels for concerns or escalations
5. Participates in leadership collaboration within the scheduling department and across market(s)
6. Attends and contributes to relevant Market touchpoints
7. Maintains visibility with team and a presence during onboarding, training, 1:1s, and other key engagement activities

(20%) Scheduling and Queue Oversight

1. Answers phones and handles calls in a professional and timely manner
2. Maintains positive interactions at all times with patients, referring offices and team
3. Schedules patient examinations according to existing company policy
4. Ensures all appropriate personal, financial, and insurance information is obtained and recorded accurately
5. Ensures all patient data is entered into information systems completely and accurately
6. Ensures patients are advised of financial responsibilities when applicable, appropriate clothing, preparation kits, transportation, and/or eating prior to appointment
7. Communicates to technologists any scheduling changes in order to ensure the highest patient satisfaction
8. Maintains an up-to-date and accurate database on all current and potential referring physicians
9. Monitors agents/scheduling specialists in the phone queue to ensure appropriate use of statuses, such as make busy, breaks, and project codes
10. Assigns and updates new hire work timers and ensures agents/scheduling specialists are in the correct phone queues
11. Jumps into the phone queue when appropriate
12. Encourages and models a "see it, fix it" approach to scheduling and phone queue operations

(5%) Other Duties as Assigned

Required:

1. High school diploma, or equivalent
2. 3 years' combined medical scheduling and customer service experience
3. 1 year experience in a lead or supervisory role
4. Ability to manage a multi-line phone system with high call volume
5. Experience in identifying and implementing process improvements
6. Experience managing direct reports, including conducting performance evaluations, coaching for improvement, and holding team members accountable to expectations
7. Working knowledge of Microsoft Office
8. Proficient with computer systems and typing

Preferred:

1. Bilingual

RAYUS is committed to delivering clinical excellence in communities across the U.S., driven by our passion for and superior service to referring providers and patients. RAYUS Radiology is built on our brilliant medicine, brilliant team, brilliant technology and services - all to provide the highest level of patient care possible.

We bring brilliance to health and wellness. Join our team and shine the light on Radiology Services! RAYUS Radiology is an EO Employer/Vets/Disabled.

We offer benefits (based on eligibility) including medical, dental and vision insurance, 401k with company match, life and disability insurance, tuition reimbursement, adoption assistance, pet insurance, PTO and holiday pay and many more! Visit our career page to see them all

DailyPay implementation is contingent upon initial set-up period.