Central Scheduling Lead — Patient Care Coach

Lovelace Health System, Inc.; Albuquerque (NM); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Tuition assistance

Paid time off

Health benefits

Wellness resources

Career growth opportunities

Job summary

Lovelace Health System, Inc. in Albuquerque, NM seeks a day-shift, full-time Central Scheduling Lead Scheduler to enhance patient experience and coaching of schedulers. The role oversees time-sensitive inquiries, guides policy adherence, and drives quality scores across the scheduling team.

Ideal candidates bring a High School Diploma or GED, 2 years of related experience, and strong data entry and communication skills. Knowledge of insurance plans and office procedures is valuable for success.

Qualifications

• High School Diploma or GED required.
• 2 years of directly related experience.
• Able to type and enter data accurately.
• Ability to work independently and communicate effectively.
• Familiarity with insurance plans and office procedures.
• Proficiency with a variety of software applications.

Responsibilities

• Lead and coach Contact Center Schedulers to ensure world-class patient experience.
• Manage incoming time-sensitive questions from Schedulers via chat or in person; ensure transaction accuracy.
• Coach Schedulers on policies, procedures, and tool navigation to improve QA scores and patient experience.
• Own escalated patient situations and drive to resolution.
• Serve as backup to Scheduler role when needed.

Skills

Data entry

Communication

Coaching

Independence

Software proficiency

Education

High School Diploma or GED

Associate degree (preferred)

Tools

Office software

Job description

Lovelace Health System, Inc. in Albuquerque, NM seeks a day-shift, full-time Central Scheduling Lead Scheduler to enhance patient experience and coaching of schedulers. The role oversees time-sensitive inquiries, guides policy adherence, and drives quality scores across the scheduling team.

Ideal candidates bring a High School Diploma or GED, 2 years of related experience, and strong data entry and communication skills. Knowledge of insurance plans and office procedures is valuable for success.