Role Summary
The Scheduling Specialist plays a critical role in ensuring participants receive timely care. This position involves coordinating participant care scheduling and maintaining accurate team member availability for appointments. Responsibilities include managing scheduling requests, handling cancellations and rescheduling, responding to calls and in-person scheduling needs, conducting reminder calls, and performing other administrative tasks as directed. The role requires delivering outstanding customer service to all stakeholders and maintaining accurate records of all scheduled appointments. This is a fully on-site position in a dynamic environment, collaborating effectively with colleagues and stakeholders to promote organizational values and mission.
Duties and Responsibilities
- Coordinate participant appointment scheduling, troubleshoot conflicts, communicate with stakeholders, and meet appointment turn-around times.
- Manage cancellation and rescheduling requests, ensuring prompt communication to all relevant parties.
- Respond to incoming phone calls, emails, and requests, adhering to process and documentation standards.
- Provide outstanding customer service and promote core values.
- Maintain and update team member schedule availability, ensuring accurate information is reflected.
- Document all updates and communication in source systems per department protocols.
- Conduct appointment confirmations and reminders, updating appointments as necessary.
- Review and improve scheduling processes to enhance efficiency and streamline operations.
- Provide guidance and support to staff on scheduling processes and procedures.
- Troubleshoot and resolve basic issues, escalating to management when appropriate.
- Work a varied schedule, including evenings and weekends as needed.
- Complete all required documentation accurately and timely.
- Protect privacy and maintain confidentiality of company procedures and information.
- Follow organizational policies and participate in Quality Improvement activities, staff training, and meetings.
- Communicate regularly with the supervisor and team regarding workload and priorities.
- Complete all mandated training and occupational health screenings timely.
- Exercise flexibility in performing assignments as business needs evolve.
- Perform other duties as assigned.
Required Skills & Experience
- Excellent and accurate data entry skills with experience in multiple software platforms, including one year of experience with Electronic Medical Records (EMR).
- Minimum of one year of healthcare experience required.
- Outstanding customer service orientation, particularly in telephone and written communications.
- Strong problem-solving skills and persistence in facing challenges.
- Excellent organizational and communication skills.
- Ability to work independently with minimal supervision.
- Demonstrated ability to prioritize in a fast-paced environment.
- Experience and competency working with people from diverse backgrounds and cultures.
- Commitment to unlocking the full potential of our most vulnerable seniors.
Preferred Skills & Experience
- Experience in PACE settings is a plus.
Schedule Notes
Monday to Friday, 8 a.m. to 4:30 p.m., for a duration of 6 months. Must be able to speak Spanish. Candidates must have reliable transportation.