Call Center Strategic Scheduler

Job Description

Job Description

JOB TITLE: Call Center Strategic Scheduler
LOCATION: Rockville, MD
HOURS: 4 DAY WORK WEEK - Monday - Thursday (Full-Time)
PAY: $25/hr
FREE PARKING AT ALL 7 OFFICE LOCATIONS!

BENEFITS:

Health/Dental/Vision Insurance
FSA
HSA
Life Insurance
401K Contributions
Disability Insurance
Paid Time Off
Every Friday off
Tuition Assistance
Free Parking
Paid Maternity and Paternity Leave
STD/LTD/ADD Insurance (short-term disability, long-term disability and accidental death and dismemberment insurance)

Job Title: CALL CENTER STRATEGIC SCHEDULER

Reports To: Call Center Manager 

Supervision Exercised: No supervisor responsibilities  

Summary:

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 day
• Work through physician waitlist.
• Monitor schedules when NP slots have not been filled within 72 hours.
• Manage electronic and paper referral process
• Daily rotation of voicemails 
• Work daily tasks that come in from different departments as well as physicians
• Assigned to login to the Call Center Queue daily
• Works closely with the Admin MAs to coordinate the messages to the provider
• Reschedule 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 experience
• Call Center experience 
• Customer Service Skills
• Minimum of 2 years medical insurance experience,
• Minimum of 2 years of related healthcare office experience. 
• Proficient Computer Skills including Electronic Health Records
• Excel Software
• Telephone etiquette
• Written and Verbal communication skills
• Analytical 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 authorizations

Working 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 week 
• Work one Friday a quarter for quarterly team meeting 
• Work 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 interruptions

Disclaimer:

• 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.