Centralized Scheduling Lead, Home Health

WellSpan Health; York (York County); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Comprehensive health benefits

Retirement savings plan

Paid time off (PTO)

Education assistance

DailyPay financial education and more

Expanded Paid Parental Leave

Job summary

WellSpan Health is seeking a full-time Scheduling Support Specialist to act as a liaison between scheduling staff and leaders. The role ensures standard work is followed, supports payroll entry, and handles high-volume phone inquiries with excellent customer service.

Responsibilities include interviewing patients by phone, collecting accurate information, and scheduling visits within established parameters. The position emphasizes accuracy, teamwork, and adherence to policies.

Qualifications

• High School Diploma or GED required.
• Bachelor's degree preferred.
• 1 year telephone management experience required.
• Behavioral Health/Human Services experience preferred.
• Insurance knowledge experience preferred.
• Health-related and/or behavioral health experience preferred.
• Basic Life Support certification required.

Responsibilities

• Works collaboratively with Scheduling leadership to provide support and guidance to scheduling staff; ensure processes and standard work is followed by scheduling staff.
• Assists Scheduling leadership with data collection and reports as needed.
• Provides support to the Scheduling leadership with payroll entry and other administrative tasks as assigned.
• Answers incoming calls via centralized phone queue with exceptional customer service skills.
• Schedules appropriate appointments within established parameters by determining patient needs.
• Answers telephones, routes callers, takes messages, and provides routine information to callers.
• Conducts patient interviews over the phone to obtain accurate patient information, including insurance details in the EHR.
• Provides guidance and support at time of initial telephone contact with patients and schedules initial visit.
• Provides referral information when requested service is not available in an adequate timeframe.

Skills

Telephone management

Customer service

Analytical abilities

Insurance knowledge

Communication skills

Independent work

Education

High School Diploma or GED

Bachelor's Degree

Tools

EPIC EMR

Job description

Department Summary

WellSpan VNA Home Care services 5 counties throughout Central Pa. Our average daily census is 900 patients. Care is provided to those 18 years and older in their homes. Services provided include nursing, physical therapy, occupational therapy, home health aides, social workers, and nutritionist services. We specialize in infusion therapy, wound and ostomy care, LVAD's, and lymphedema.

Job Description

Full-time (80 hours biweekly)

Monday through Friday, 7:30am-4:00pm

Weekend and holiday rotation

Department Summary

WellSpan VNA Home Care services 5 counties throughout Central Pa. Our average daily census is 900 patients. Care is provided to those 18 years and older in their homes. Services provided include nursing, physical therapy, occupational therapy, home health aides, social workers, and nutritionist services. We specialize in infusion therapy, wound and ostomy care, LVAD's, and lymphedema.

General Summary

Functions in a lead role, providing liaison between applicable scheduling staff and leaders. Serves as a resource for the scheduling staff and provides assistance and guidance as needed. Also performs the functions as a scheduler as needed.

Essential Functions

• Works collaboratively with Scheduling leadership to provide support and guidance to scheduling staff; ensure processes and standard work is followed by scheduling staff.
• Assists Scheduling leadership with data collection and reports as needed.
• Provides support to the Scheduling leadership with payroll entry and other administrative tasks as assigned.
• Answers incoming calls via centralized phone queue with exceptional customer service skills. Manages the needs of each patient appropriately.
• Schedules appropriate appointment within established parameters by determining the needs of the patient.
• Answers telephones, routes callers, takes messages, and provides routine information to callers.
• Conducts patient interview over phone to obtain accurate patient information. Understands patient insurance information and correctly enters that information into the EHR system.
• Provides guidance and support at time of initial telephone contact with patients and schedules initial visit.
• Provides referral information in the event the requested service or appointment is not available in an adequate timeframe.

Common Expectations

• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
• Maintains professional growth and development
• Maintains and follows established policies and procedures, standard work, objectives, quality assessment, safety, environmental and infection control standards.
• Keeps up to date with technology and applies knowledge to the job.
• Operates standard office machines and equipment such as computers, calculators, and photocopiers.

Qualifications

QUALIFICATIONS

Minimum Education

• High School Diploma or GED Required
• Bachelors Degree Preferred

Work Experience

• 1 year Telephone management experience. Required
• Less than 1 year Behavioral Health/Human Services experience. Preferred
• Less than 1 year Experience in insurance knowledge. Preferred
• Less than 1 year Experience in Health-related and/or behavioral health. Preferred

Licenses

• Basic Life Support Upon Hire Required

Courses And Training

• For Behavioral Health: Must attend the following Pennsylvania Department of Drug and Alcohol trainings and obtain necessary certification within 2 years of hire (Confidentiality Training, HIV Training, STD/Hepatitis/TB Training). within 2 years Required
• Medical Terminology Upon Hire Preferred

Knowledge, Skills, And Abilities

• Excellent human relations and oral/written communication skills.
• Analytical abilities.
• Computer and keyboard skills.
• Community services and/or other physician support systems.
• Knowledge of EPIC.
• Knowledge of insurance.
• Ability to work independently.
• For Behavioral Health: Proficiency in Therapeutic Crisis Intervention (TCI) principles of de-escalation.

Benefits Offered

• Comprehensive health benefits
• Retirement savings plan
• Paid time off (PTO)
• Education assistance
• Financial education and support, including DailyPay
• Expanded Paid Parental Leave

For additional details: Benefits & Incentives | WellSpan Careers (joinwellspan.org)

About Us

WellSpan Health's vision is to reimagine healthcare through the delivery of comprehensive, equitable health and wellness solutions throughout our continuum of care. As an integrated delivery system focused on leading in value-based care, we encompass more than 2,300 employed providers, 250 locations, nine award-winning hospitals, home care and a behavioral health organization serving central Pennsylvania and northern Maryland. Our high-performing Medicare Accountable Care Organization (ACO) is the region's largest and one of the best in the nation. With a team 23,000 strong, WellSpan experts provide a range of services, from wellness and employer services solutions to advanced care for complex medical and behavioral conditions. Our clinically integrated network of 3,000 aligned physicians and advanced practice providers is dedicated to providing the highest quality and safety, inspiring our patients and communities to be their healthiest.

About The Team

WellSpan VNA Home Health Services

For more than 100 years, WellSpan VNA Home Care has understood that the best place to treat the body is where the heart is - at home. Our specialized staff of nurses, aides, therapists and caregivers work with physicians to provide the services necessary to treat patients in the comfort of their own home.

WellSpan VNA Home Care provides easy access to excellent care. We serve Central and South Central PA including: Adams, Berks, Chester, Lancaster, Lebanon, York and Franklin counties.