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The Central Scheduler Lead is responsible for overseeing the daily operations of the scheduling team, providing leadership, training, and support to ensure efficient and accurate patient scheduling. This role serves as a primary resource for escalations, performance monitoring, and process improvements while ensuring compliance with scheduling policies and optimizing resource utilization. The Central Scheduler Lead collaborates with internal departments, physicians, and administrative teams to enhance scheduling efficiency and maintain a high level of service for patients and providers.
Essential Functions
- Leads, mentors, and supports a team of central schedulers, providing coaching, training, and performance feedback.
- Assigns work, monitors productivity, and ensures team members meet scheduling accuracy and department goals.
- Conducts regular team meetings to review scheduling procedures, address challenges, and implement process improvements.
- Serves as the point of escalation for complex scheduling issues, resolving concerns in a timely and professional manner.
- Oversees scheduling of patient appointments, procedures, and consultations across multiple departments, ensuring optimal resource utilization.
- Evaluates and refines scheduling processes to enhance efficiency, accuracy, and patient satisfaction.
- Develops and implements best practices for the scheduling team to improve workflow and operational effectiveness.
- Maintains accurate records of scheduling activities, including appointment logs, cancellations, and reschedules.
- Prepares and distributes reports on scheduling performance, including appointment volume, cancellations, and resource utilization metrics.
- Collaborates with physicians, clinical staff, and administrative teams to ensure alignment with scheduling policies and operational needs.
- Performs other duties as assigned.
- Maintains regular and reliable attendance.
- Complies with all policies and standards.
- Associate Degree or higher in Healthcare Administration, Business Administration, or a related field preferred
- 3-5 years of experience in scheduling, customer service, or healthcare administration required
- Strong leadership, interpersonal, and team management skills.
- Excellent organizational skills with the ability to manage multiple tasks and priorities.
- Exceptional communication skills, both verbal and written.
- Proficiency in scheduling software and Microsoft Office Suite (Excel, Word, Outlook).
- Ability to analyze and resolve scheduling conflicts efficiently.
- Attention to detail and commitment to accuracy.
- Strong problem-solving abilities and a proactive approach to challenges
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