Call Center Strategic Scheduler

JOB TITLE: Call Center Strategic SchedulerLOCATION: Rockville, MDHOURS: 4 DAY WORK WEEK - Monday - Thursday (Full-Time)PAY: $23/hrFREE PARKING AT ALL 7 OFFICE LOCATIONS!BENEFITS:Health/Dental/Vision InsuranceFSAHSALife Insurance401K ContributionsDisability InsurancePaid Time OffEvery Friday offTuition AssistanceFree ParkingPaid Maternity and Paternity LeaveSTD/LTD/ADD Insurance (short-term disability, long-term disability and accidental death and dismemberment insurance)Job Title: CALL CENTER STRATEGIC SCHEDULERReports To: Call Center ManagerSupervision Exercised: No supervisor responsibilitiesSummary:Make and receives incoming and outgoing calls for Shady Grove 5, Chevy Chase, DC, Shady Grove, Frederick, Fairfax, OAC, and MSK. Monitors and maintain Physicians’ daily schedules. Monitors same-day, next day openings on schedules. Works closely with office managers to assist with rescheduling of patients when providers close their schedules.Key Duties & Responsibilities:Manage physicians’ daily schedule making sure that open slots, same day cancellations and next day openings are filled.Manage the physicians’ waitlist to get patients moved to sooner appointments when there are openings.Adjust schedules to accommodate patients (i.e. shift other patients up or down).Manage Electronic and paper referral process.Monitor and removes unused holds if not filled within by end of business dayWork through physician waitlist.Monitor schedules when NP slots have not been filled within 72 hours.Manage electronic and paper referral processDaily rotation of voicemailsWork daily tasks that come in from different departments as well as physiciansAssigned to login to the Call Center Queue dailyWorks closely with the Admin MAs to coordinate the messages to the providerReschedule patients when provider closes their schedule at the last minute or patients are still on the schedule when the provider’s schedule has been closed.Other Duties as Assigned: The assignment of duties to employees is not limited to the content of this job description. Other tasks and assignments may be related to the work usually assigned to the employee, but in some circumstances may be completely unrelated.Qualifications:High school diploma with equivalent work experienceCall Center experienceCustomer Service SkillsMinimum of 2 years medical insurance experience,Minimum of 2 years of related healthcare office experience.Proficient Computer Skills including Electronic Health RecordsExcel SoftwareTelephone etiquetteWritten and Verbal communication skillsAnalytical skills: Proficient in evaluating medical necessities and substantiating requests based on clinical criteria.Organizational skills: Ability to manage multiple requests simultaneously while adhering to strict deadlines.Problem-solving skills: Skilled at navigating complex issues to secure necessary authorizationsWorking Conditions / Other:This is an office position with potential to be hybrid after 6 months of successful work performance.Work Hours are Monday through Thursday first Shift starts at 7:30 and it is 36-hour work weekWork one Friday a quarter for quarterly team meetingWork may be stressful at times. Call volume may be heavy at times.Requires prolonged sitting. Requires eye-hand coordination and manual dexterity to operate a computer keyboard, telephone, copier, fax machine Vision must be correctable to 20/20, and hearing must be in the normal range for telephone work. Must be able to perform multiple tasks at one time as well as handle interruptionsDisclaimer:The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job. #J-18808-Ljbffr Arthritis-