Senior Program Scheduler

All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation’s policies, procedures, guidelines, contractual commitments, and governmental regulations.

• Process new referrals in the manor best fitting the needs of the referral source and in alignment with pending management and intake processes.
• Offers and/or confirms a same day appointment and/or the appointment time that is as close as possible based on the request of the patient and/or referral source to ensure timely admission.

·       Participate in morning check-in meetings and activities as assigned, to review staffing/scheduling needs for the day.

·       Collaborate with Director of Admissions to ensure adequate, available resources are present in the admission scheduling tool throughout the work week.

• Provides a concierge level of customer service in every interaction.

·       Performs additional, elevated opening, closing, and Admissions operations tasks.

·       Functions as a positive, professional role model and sets the example for PS team members in the performance of all PS duties and responsibilities.

·       Is a strong mentor for all new PS team members throughout their onboarding, training, probationary period, and ongoing development.

• Support the Director of Admissions, Admissions Resources, Program Staff, and Program Leadership Team with VITAS initiatives.
• Advocate for internal and external relationships to maintain positive customer experience and ensure continued referrals.
• Support a collaborative approach in achieving Program, Region, and National Admissions related metrics as they relate to Program Schedulers
• Collaborate with Director of Admissions regarding additional training needs of Program Schedulers as identified.
• Cisco Phone System – must be logged in and “on ready” throughout the work shift, taking inbound calls whenever necessary.

·       Strong, professional communication and collaboration with Program Admissions, Care Connection Center Intake, and Sales teams for timely dispatching of all Admission visit resources.

·       Quality – Calls (audio/video) are recorded, monitored, and reviewed for training, quality and performance feedback and recognition purposes.

• Supports Admissions team to exceed program goals.
• Establishes a rapport and maintains an effective relationship with all internal and external customers.
• Enters accurate information to support data integrity in computer applications.

• Responds accurately to all questions received regarding services provided.
• Escalates matters to Director of Admissions or Admissions clinical staff when assistance or clarification is needed.
• Participates in ongoing training and development based on the changing healthcare environment.
• Notifies Admissions / Sales Staff of all scheduled appointments per standards.
• Utilizes Scheduling tools to effectively facilitate the scheduling/updating of appointments.

·       Supports the VITAS mission, core values, and cultural platforms at all times.

Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Experience:

·       Current experience and success as a VITAS Healthcare Program Scheduler or Admissions Coordinator for a period of no less than 24 months.

·       Supervisory, Team Lead, or Training experience preferred.

·       Previous related experience in medical terminology and/or in an administrative, business office, or call center environment preferred.

·       Must be able to work independently with minimal oversight and possess strong listening, critical thinking, decision-making, and personal accountability skills.

·       Must possess excellent organizational and time management skills.

·       Must possess a supportive, collaborative, team-minded demeanor.

·       Ability to attain goals in a fast-paced, dynamic environment.

·       Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers.

·       Superior ability to effectively communicate at all levels of customer interaction to include both verbally and in writing to provide a concierge level of service.

·       Working knowledge of computers, internet access, and the ability to navigate within an automated systems and a variety of software packages, and type minimum 45 wpm

·       Prior experience in collaborating with other functional leaders to support action plans.

·       Must be highly organized and able to manage multiple responsibilities and work on various assignments simultaneously.

·       Model positive behaviors that are focused on supporting: integrity, valuing diversity, innovation, building relationships, customer focus, and teamwork.

·       Ability to communicate tactfully with internal and external customers.

Education:

Completion of high school or basic education equivalency required.

Bilingual in Spanish/English a plus

Medical or business office education or training desired.

Certification & Licensure:

None

Physical Requirements:

·        Ability to travel as requested.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.