[Hiring] Hospital Call Center Scheduler @Lifepoint Health

Role Description

The Hospital Call Center Scheduler will work with our Centralized Scheduling Department to support scheduling for primary care practices. The scheduler is responsible for answering inbound calls and scheduling patients for appointments. Additional duties include:

• Answer inbound patient scheduling calls based on department service level goals and address their concerns in a satisfactory manner.
• Communicate with patients to schedule, re-schedule and/or cancel their primary care provider appointment requests accurately by following practice scheduling protocols and tools.
• Accurately collect and perform data entry of all required patient demographic and insurance information.
• Use professional communication etiquette and listening skills to assist patients with their scheduling needs.
• Build a safe and trustworthy environment with patients by utilizing both scripted and non-scripted communication methods.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support. Escalate any problems that may arise to management.
• Utilize and maneuver between several different software systems using dual monitors.
• Maintain accurate and up-to-date information in the documentation system.
• Maintain confidentiality of account information and provide exceptional customer service to all clients.
• Assist with other projects as assigned by management.

Qualifications

• Education: High School Diploma/GED required. Associate degree or bachelor’s degree preferred.
• Experience: Two years of related experience in a medical setting, or one year of previous healthcare call center or customer service experience, or 3 or more years of call center experience. Basic healthcare knowledge required.
• Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint), and the ability to learn specialized computer applications.
• Professional, articulate communication style. Ability to multi-task in several computer applications while holding a conversation with a client.
• Excellent attention to detail and data entry accuracy required. Flexibility to quickly adapt to any new business environment. Must be able to work in a remote team environment.
• Must live in the United States.
• Preferred Skills: ability to type a minimum of 25 WPM.
• Technology requirements: Internet Download speed of 100mbps and Upload speed of 20mbps.

Benefits

• Comprehensive medical, dental, and vision plans, plus flexible-spending and health-savings accounts.
• Income-protection programs, such as life, accident, critical-injury insurance, short- and long-term disability, and identity theft coverage.
• Tuition reimbursement, loan assistance, and 401(k) matching.
• Employee assistance program including mental, physical, and financial wellness.
• Professional development and growth opportunities.