<span>Program Scheduler</span>

About the position

The Program Scheduler at VITAS Healthcare is responsible for processing new referrals and ensuring timely admissions by providing exceptional customer service. This role involves participating in daily check-in meetings, maintaining effective communication with internal and external customers, and supporting the Admissions team to meet program goals. The Scheduler will also manage appointment scheduling and data entry to uphold data integrity within VITAS systems.

Responsibilities

• Process new referrals that arrive directly to the program.
• Participate in morning check-in meetings with the Admissions Coordinator and Admissions Manager to review staffing and scheduling needs.
• Provide concierge-level customer service to every caller by implementing VITAS Call Center Quality Management standards.
• Support the Admissions team to exceed program goals.
• Establish rapport and maintain effective relationships with all internal and external VITAS customers.
• Enter accurate information to support data integrity in VITAS computer applications.
• Respond accurately to all questions regarding services provided by VITAS.
• Offer and confirm same-day appointments based on patient and referral source requests.
• Escalate matters to the Admissions Manager when assistance or clarification is needed.
• Follow the VITAS Admissions Standard for contingency staffing.
• Participate in ongoing training and development based on the changing healthcare environment.
• Notify Admissions Staff of all scheduled appointments within working hours.
• Notify VITAS Marketing Representatives of all new referrals within working hours.
• Utilize Appointments Everywhere to effectively facilitate the scheduling and updating of appointments.

Requirements

• Two or more years of related experience in medical terminology and/or in a call center environment.
• 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, both verbally and in writing.
• Working knowledge of computers, internet access, and the ability to navigate within automated systems and various software packages, typing a minimum of 45 wpm.
• Prior experience in working collaboratively with other functional leaders to drive action plans.
• Highly organized and able to manage multiple responsibilities and assignments simultaneously.
• Model positive behaviors focused on integrity, valuing diversity, innovation, building relationships, customer focus, and teamwork.
• Ability to communicate tactfully with department heads, managers, coworkers, and vendors to resolve problems and negotiate resolutions.

Nice-to-haves

• Bilingual in Spanish/English is a plus.
• Medical or business office education or training is desired.