Hospital Call Center Scheduler- Remote

POSITION SUMMARY:

The Call Center Scheduler I will work with our Centralized Scheduling Department to support scheduling for primary care practices. The scheduler is responsible to answer inbound calls and schedule patients for appointments.


ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satis-factorily with or without a reasonable accommodation. 
- Answer inbound patient scheduling calls based on department service level goals and addresses their concerns in a satisfactory manner.
- Communicates with patients to schedule, re-schedule and/or cancel their primary care provider appointment requests accurately by following practice scheduling protocols and tools.
- Accurately collects and performs data entry of all required patient demographic and insurance in-formation.
- Uses professional communication etiquette and listening skills to assist patients with their scheduling needs.
- Build a safe and trustworthy environment with patients by utilizing both scripted and non-scripted communication methods.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Utilize and maneuver between several different software systems using dual monitors.
- Maintain accurate and up to date information in the documentation system.
- Meet specified goals and objectives as assigned by management on a regular basis.
- Maintain confidentiality of account information at all times.
- Provide exceptional customer service to all clients.
- Escalate any problems that may arise to management.
- Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
- Adhere to the prescribed policies and procedures as outlined in the Work From Home Require-ments and Call Center Guidelines.
- Maintain awareness of and actively participate in the Corporate Compliance Program.
- Assist with other projects as assigned by management.
- Regular and reliable schedule adherence is required.


Additional Information: N/A


KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Education: High School Diploma/GED required. Associate's Degree or Bachelor's degree preferred.

Experience: Two years of related experience in medical setting, or one year of previous healthcare call center or customer service experience, or 3 or more years of call center experience. Basic healthcare knowledge required.

Certifications: N/A

Licenses: N/A

Skills and Abilities:

- Positive attitude and ability to work well with others.

- Professional, articulate communication style.

- Ability to multi-task in several computer applications while holding a conversation with a client.

- Enjoy working in a fast-paced environment while maintaining a professional attitude.

- Limited restrictions on availability, must be able to work weekends and holidays.

- Demonstrates ability to communicate effectively (both oral and written).

- Excellent interpersonal skills with an orientation towards professionalism and customer service.

- Excellent attention to detail and data entry accuracy required.

- Flexibility to quickly adapt to any new business environment.

- Must be able to work in a remote Team environment.


PHYSICAL AND MENTAL DEMANDS:

While performing the duties of this job, the Team Member is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The Team Member must occasion-ally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth percep-tion, and the ability to adjust focus. This position may require annual dexterity and/or frequent use of the com-puter, telephone, 10-key calculator, office machines (copier, scanner, fax).

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS: N/A

POSITION SUMMARY:

The Call Center Scheduler I will work with our Centralized Scheduling Department to support scheduling for primary care practices. The scheduler is responsible to answer inbound calls and schedule patients for appointments.


ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satis-factorily with or without a reasonable accommodation. 
- Answer inbound patient scheduling calls based on department service level goals and addresses their concerns in a satisfactory manner.
- Communicates with patients to schedule, re-schedule and/or cancel their primary care provider appointment requests accurately by following practice scheduling protocols and tools.
- Accurately collects and performs data entry of all required patient demographic and insurance in-formation.
- Uses professional communication etiquette and listening skills to assist patients with their scheduling needs.
- Build a safe and trustworthy environment with patients by utilizing both scripted and non-scripted communication methods.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Utilize and maneuver between several different software systems using dual monitors.
- Maintain accurate and up to date information in the documentation system.
- Meet specified goals and objectives as assigned by management on a regular basis.
- Maintain confidentiality of account information at all times.
- Provide exceptional customer service to all clients.
- Escalate any problems that may arise to management.
- Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
- Adhere to the prescribed policies and procedures as outlined in the Work From Home Require-ments and Call Center Guidelines.
- Maintain awareness of and actively participate in the Corporate Compliance Program.
- Assist with other projects as assigned by management.
- Regular and reliable schedule adherence is required.


Additional Information: N/A


KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Education: High School Diploma/GED required. Associate's Degree or Bachelor's degree preferred.

Experience: Two years of related experience in medical setting, or one year of previous healthcare call center or customer service experience, or 3 or more years of call center experience. Basic healthcare knowledge required.

Certifications: N/A

Licenses: N/A

Skills and Abilities:

- Positive attitude and ability to work well with others.

- Professional, articulate communication style.

- Ability to multi-task in several computer applications while holding a conversation with a client.

- Enjoy working in a fast-paced environment while maintaining a professional attitude.

- Limited restrictions on availability, must be able to work weekends and holidays.

- Demonstrates ability to communicate effectively (both oral and written).

- Excellent interpersonal skills with an orientation towards professionalism and customer service.

- Excellent attention to detail and data entry accuracy required.

- Flexibility to quickly adapt to any new business environment.

- Must be able to work in a remote Team environment.


PHYSICAL AND MENTAL DEMANDS:

While performing the duties of this job, the Team Member is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The Team Member must occasion-ally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth percep-tion, and the ability to adjust focus. This position may require annual dexterity and/or frequent use of the com-puter, telephone, 10-key calculator, office machines (copier, scanner, fax).

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS: N/A

Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.