Lead Scheduler, YM CARE Center

Overview

Within a team based organizational structure, the lead scheduler oversees the day to day scheduling and referral functions of a department/specialty. Lead and train a team of schedulers and referral specialists to ensure timely and caring service to patients and primary/referring providers. Communicate directly and professionally with all parties including but not limited to referring providers, patients, parents, and staff. Resolve complex scheduling and referral cases to accommodate, coordinate, and prioritize specific requirements and requests to meet the patient's needs. Regularly review SOPs and scheduling guidelines and recommend changes to ensure optimal scheduling and referral efficiencies. Hours for this position are: 10:30AM-7PM. This opportunity is currently remote (work from home) within CT. Candidate must live in Connecticut. Candidates are encouraged to provide a cover letter.

Required Skills and Abilities

1. Strong interpersonal skills. Demonstrated ability to build trust and respect of staff and providers. Strong customer service skills with proven ability to professionally and effectively interact with all members of the patient's care team, including but not limited to: the patient, parent, primary care provider, via telephone.
2. Thorough knowledge of EPIC scheduling (Cadence), referral, messaging (i.e. in-basket messages), telephone encounters and chart review functionalities. Working knowledge of medical terminology.
3. Strong organizational skills with a proven ability to pay attention to detail. Active listening skills. Demonstrated ability to multi-task. Demonstrated actions as a caring and motivated team player.
4. Well-developed and competent in English language, grammar, spelling and punctuation to type accurately, enter all patient information and review medical records. Ability to deal with confidential and sensitive patient information in a professional manner while complying with all HIPAA regulations.
5. Ability to deal with confidential and sensitive patient information in a professional manner while complying with all HIPAA regulations.

Preferred Skills and Abilities

1. Proven experience leading day-to- day scheduling and referral functions in a high-volume call center/medical practice. Spanish-speaking.

Principal Responsibilities

1. Leads a unit or function, including overseeing and coordinating projects or work processes, and distributes the work of a minimum of two full time employees. 2. Directs the daily operations of the office. Manages calendars and calls, assesses nature of issues and escalates as appropriate. Serves as principal source of information on policies, procedures, programs, and office activities. Oversees, monitors and controls office budget and spending. 3. Participates in special projects on a variety of topics. Identifies project needs. Researches, gathers and analyzes data and materials. Collects project updates in a timely manner; prepares and maintains documentation, tracking, reports and presentations; follows up as appropriate. 4. Performs on-going review of department processes and systems. Develops, implements, and oversees office procedures designed to streamline operations, eliminates duplication and improves efficiency throughout the department. 5. Monitors and prioritizes communications for action and review; provides background necessary for action/decision-making; flags time sensitive material; initiates follow up. 6. Composes and/or coordinates substantive communications, reviews outgoing material for accuracy and completeness. Develops and/or produces materials for presentations. 7. Prioritizes, assigns and monitors work, sets standards and expectations among the department administrative support staff. Ensures appropriate levels of coverage so department priorities can be met. Evaluates and clarifies roles and responsibilities. Establishes and cultivates productive relationships between teams. 8. Attends meetings and drafts minutes. Performs other duties and responsibilities as necessary to support the mission of the office. 9. Greets visitors, answers and screens telephone calls and assesses nature of business. Responds to requests for information and provides assistance. Screens and responds to mail. 10. May perform other duties as assigned.

Required Education and Experience

Eight years of related work experience, six of them in the same job family at the next lower level and a high school level education; or six years of related work experience and an Associate's Degree; or two years of related work experience and a Bachelor's Degree; or an equivalent combination of education and experience.