Lead Scheduler- Overnight

Overview:

Position Highlights:
? Full-Time; 40 Hours
? Hours: OVERNIGHTS- 7:00pm-3:30am; alternating every 3rd Saturday off.
? Location: Remote - after training

Benefits: ? Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider. ? Employer provided life and disability insurance. ? $5,250 Tuition Reimbursement per year. ? Immediate 401(k) match. ? 40 hours paid volunteer time off. ? A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact. ? Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.. Responsibilities:

Under the Direction of the Department Supervisor and/or Manager, this position oversees staff of the Care Support specialists (I, II, and III), in the service of patient scheduling, registration and insurance verification. Serves as a liaison between the Care Support Management team and Clinical department staff. Complies with established company policies and procedures. Assists in establishing, communicating, and ensuring compliance policy and procedures through audits and ongoing training.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Leadership
? Can cover all scheduling roles
? Maintain a clean and organized work area
? Troubleshoot difficult cases which require investigation prior to appointment
? Respond to scheduling inquiries from patients, physicians and other clinical staff
? Prioritizes workload at the beginning of the shift to increase department efficiency
? Monitors, helps and encourages staff on the floor
? Monitors call queues and makes appropriate decisions with queues
? Performance of service recovery with patients who are having issues with the scheduling process
? Complete follow up on any outstanding items that schedulers are unable to complete which may result in a rescheduled appointment for the patient
? Monitor schedules to notify team of site fill percentage and route appropriate patients to earlier appointments if available.
? Performs all duties in accordance with departmental guidelines.
? Demonstrates a willingness to accommodate overtime requirements, shift changes or changing priorities in the workplace.
? Performs other duties as assigned by Supervisor or Manager
? Communicates with clinical leads on process improvement and department protocol

Quality and accuracy
? Is proficient in scheduling all appointments
? Schedules and Cancels appointments at patient request.
? References protocols to assure accurate scheduling.
? Researches each patient entry to ensure that only one patient record exists by matching designated criteria in the Epic database. Identifies duplicates patients and completes patient merge requests following established guidelines.
? Updates patient information as necessary. Reviews/updates patient demographics and registration as needed

Phone Etiquette and call wrap up
? Work calmly and efficiently while managing heavy phone volumes.
? Accepts incoming calls pleasantly and appropriately using assigned greeting and using name
? Wraps up each call appropriately

Participates in departmental projects, huddles and meetings ? Attends meetings as required. Responsible for maintaining accurate and current resource material. Utilizes materials appropriately when making scheduling decisions ? Participates in the rotation of department responsibilities and performs other projects and duties as related to the organization?s objectives ? Team player ? Work overdue orders reports. Qualifications:

Level of Education

High School Diploma or GED

Years of Experience

Telephone, computer and customer service

Minimum of 3 years experience in call center Epic scheduling

The compensation for this role includes a base pay range of $22-23, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.

Remote

About the Company:
Duly Health and Care