Call Center Scheduling Lead: Epic Expert & Training Coach

Military, Veterans and Diverse Job Seekers; San Diego (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

Military, Veterans and Diverse Job Seekers is seeking a Lead, Call Center Scheduler to oversee central scheduling for MPF outpatient clinics. The role emphasizes expertise in EPIC scheduling and staff development, aiming to exceed performance targets.

The candidate will coordinate with clinic managers, conduct staff onboarding, and monitor call quality. A background in call centers and bilingual Spanish skills are preferred to support diverse patient populations.

Qualifications

• H.S. Diploma or GED or equivalent required.
• Associate's degree preferred; relevant healthcare experience valued.
• Minimum two years of experience in scheduling or call-center operations.

Responsibilities

• Lead and manage up to forty-four call queues to meet service goals.
• Collaborate with scheduling managers and clinicians to resolve workflow issues.
• Test and validate EPIC decision trees and ongoing scheduling processes.
• Onboard new staff, conduct quality reviews, and provide feedback.
• Support escalation lines and monitor quality to sustain ~95% accuracy.

Skills

EPIC scheduling

Call center leadership

Bilingual Spanish

Education

H.S. Diploma or GED

Associate's Degree preferred

2 Years of Experience required

Tools

EPIC scheduling

Calabrio

Job description

Military, Veterans and Diverse Job Seekers is seeking a Lead, Call Center Scheduler to oversee central scheduling for MPF outpatient clinics. The role emphasizes expertise in EPIC scheduling and staff development, aiming to exceed performance targets.

The candidate will coordinate with clinic managers, conduct staff onboarding, and monitor call quality. A background in call centers and bilingual Spanish skills are preferred to support diverse patient populations.