"Lead IR Scheduler"

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Serves as the Lead Scheduler for the Interventional Radiology Scheduling staff. Provides support to teammates as the subject matter expert and primary trainer. Collaborates with management to track and improve processes and update reference material. Schedules procedures and clinic appointments, performs supporting tasks in preparation for clinics and procedures as directed by clinic staff, and handles inbound and outbound calls as a member of the department’s contact center.

LEAD SCHEDULER

• Act as the subject matter expert for Interventional Radiology Scheduling and the primary point of contact for related questions from the scheduling staff.
• Serve as the primary trainer for incoming new hires and existing schedulers who require additional instruction, with all new-hire training and any training more effectively performed in person occurring onsite at the primary work location.
• Provide coaching and encouragement to teammates who need assistance with their workflow or understanding scheduling guidelines.
• Provide functional supervision for IR Schedulers.
• Ensure incoming emails and faxes to the IR Schedulers are addressed in a timely manner.
• Assist management with quality control measures by running reports to identify potential scheduling issues, manually reviewing upcoming schedules for errors, and retrieving and distributing schedulers phone metrics.
• Respond to requests for vendors for procedures from IR faculty and staff, communicate with vendors to confirm availability for procedures, and create vendor appointments.
• Complete pre-appointment tasks in the Pre-Service Business Tasks Workqueue.
• Identify and track reoccurring scheduling/operational problems and participate in their resolution.
• Collaborate with management to update scheduling documentation and workflows.
• Perform duties required of the Patient Services Intermediate level described in the sections below, as time allows and as needed.

SCHEDULING

• Properly interpret incoming referrals and case requests. Schedule or triage, as needed.
• Schedule clinic appointments and procedures, adhering to applicable guidelines and workflows. Provide patients with necessary pre-visit instructions.
• Communicate with groups within and outside of Interventional Radiology when needed to facilitate coordination of services.
• Obtain patients’ outside films, written records, and lab results in a timely manner.
• Distribute patient appointment reminders when requested.
• Perform all other administrative duties related to the scheduling process.

COMMUNICATION

• Make and receive calls on behalf of Interventional Radiology as a member of the clinic's contact center.
• Properly triage calls that require redirection.
• Contact patients to schedule and answer patient's questions regarding their clinic appointments and procedures.
• Accurately record and triage medical questions.
• Convey basic, standard information about procedures to patients.
• Collaborate with internal and external customers to ensure an integrated approach to service.
• Proactively serve as a liaison between customers/patients and internal Michigan Medicine personnel to ensure adequate response and customer/patient satisfaction.
• Interpret and properly respond to clear directions from IR medical staff. Ask follow-up questions when directions aren’t clear.
• Call and confirm patient appointments.
• Utilize email, instant messaging, MiChart messaging, and the paging system to contact the appropriate staff, as required.

CLERICAL / OPERATIONAL

• Required to have knowledge and adhere to Michigan Medicine and Departmental policies and procedures.
• Maintain security of all databases and confidential personnel and patient information.
• Demonstrates, or learns during onboarding, the ability to effectively use MiChart and other software needed to perform the tasks required of and related to the position.

RELATED DUTIES:

• Participate in team and department meetings.
• Perform other related duties as assigned.

SUPERVISION RECEIVED

General supervision is provided by the Clerical Supervisor and Administrative Manager.

Required Qualifications

• 5+ years of experience in customer service.
• Must have demonstrated good communication skills, both written and verbal.
• Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with others.
• Ability to work independently in an ever-changing and potentially stressful environment.
• Demonstrate dependability, initiative, ability to prioritize, and ability to accept direction.
• Ability to spell correctly and use proper grammar. Good oral and written communication skills.
• Strong organizational skills.
• Excellent attendance record.
• High School diploma or equivalent.

Preferred Qualifications

• 5+ years of customer service experience within a medical environment.
• Working knowledge of MiChart.
• Familiarity with medical terminology.
• Experience in a health care environment

8:00am - 4:30pm, Monday - Friday. 40 hours per week.

This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.