Contact Center Scheduler I

Full timeDay/Evening (United States of America)2301 Brambleton Ave SW - RoanokeR161491 CONTACT CENTER SCHEDULER I (Open) The Contact Center Scheduler is one of the first points of contact for patients requesting appointments with our providers or information about our practices. Working in a call center environment the Contact Center Scheduler is responsible for managing incoming referrals and scheduling appointments for a clinical department. Clinical departments are complex multi-specialty multi-location medical practices serving a broad geographic area.

The Call Center Scheduling Specialist I

• Navigates multiple systems simultaneously in order to effectively schedule appointments tests and/or procedures according to protocols established by clinical staff and scheduling standards. Ensures patients are aware of their scheduling options and are consistently offered the first available appointment.

• Proficient in all aspects of scheduling including making canceling and rescheduling appointments based on the scheduling guidelines. Demonstrates the ability to leverage waitlists works recalls and processes clinic-initiated reschedules.

• Engages patients in the scheduling process collecting and entering relevant demographic and medical information into the electronic health record. Supports the pre-registration process by validating guarantor accounts and verifying existing insurance coverage.

• Creates new referrals and manages existing referrals in the referral work queue. Accurately updates the referral shell within the prescribed timeframes in accordance with the organizations referral guidelines.

• Maintains acceptable call metrics including average speed of answer average handle time AUX ratio and average scheduling attempts per worked hour.

• Coordinates with the clinic care team. Routes referrals/calls requiring triage or an order to the physician Advice Line Nurse or care team as appropriate.

• Effectively communicates through written digital and verbal channels with patients facilities providers and other colleagues to ensure an easy empathetic solution-orientated patient experience. Builds impactful relationships through a variety of communication mediums including phone chat email MyChart and EPIC in-basket messaging. Anticipates patient and provider needs and responds accordingly.

Education: High school diploma or equivalent required.

Experience: Five years customer service experience in an environment that requiring multi-tasking such as a call center physicians office hospitality or retail/service industry or a bachelors degree. Call center experience preferred.

Other Minimum Qualifications: A demonstrated ability to work effectively in a fast-paced team environment manage difficult and emotional situations remain calm under stress display empathy and maintain positive communication is required. Must have strong keyboarding and computer skills.

This job description is intended to be a representative summary of the major responsibilities and accountabilities performed by incumbents in this role. Incumbents may be required to perform job-related tasks other than those specifically presented in this description.

Compensation Range:

$17.39 - $24.35

Employee pay is based on a variety of factors including qualifications credentials education and prior work experience. The compensation range does not include benefits or pension plan.

Recruiter:

KIMBERLIE GONCE

Recruiter Email:

For more information contact the HR Service Center at 1-.

Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race color religion sex national origin age (40 or older) disability genetic information or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 8:00 a.m. to 4:30 p.m. Monday through Friday.

For more information on E-Verify: Pay and Well-beingat Carilion Clinic

Carilion understands the importance of prioritizing your well-being to help you develop and thrive. Thats why we offer a well-rounded benefits package and many perks and well-being resources to help you live a happy healthy life at work and when youre away.

When you make your tomorrow with us well enhance your potential to realize the best in are benefits available to you when you join Carilion:

• Comprehensive Medical Dental & Vision Benefits
• Employer Funded Pension Plan vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to our Carilion Wellness centers
• Access to our health and wellness app Personify Health
• Discounts on childcare
• Continued education and training