CONTACT CENTER scheduler 1

CP07 Carilion Services Inc; Roanoke (VA); On-site; USD 36,000 - 51,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Pension plan

Paid time off

Onsite fitness facilities

Wellness app access

Job summary

Carilion Clinic in Roanoke, VA is seeking a Call Center Scheduling Specialist to schedule patient appointments, manage referrals, and support pre-registration within a multi-specialty clinical environment.

You will coordinate with care teams, use multiple channels (phone, chat, email, MyChart), and ensure first-available appointments while maintaining service metrics.

Qualifications

• High school diploma or equivalent required; bachelor's degree preferred or accepted in lieu of experience.
• Five years of customer service experience in a fast-paced environment such as a call center, physicians office, hospitality or retail/service industry; call center experience preferred.
• Strong keyboarding and computer skills; ability to multitask across systems.

Responsibilities

• Schedule appointments and manage referrals for clinical departments according to protocols.
• Navigate multiple systems to schedule tests and procedures; offer first available appointments.
• Communicate scheduling options clearly via phone, chat, email, MyChart, and EPIC in-basket messaging.
• Assist pre-registration by validating guarantor accounts and insurance coverage; manage referrals.

Skills

Customer service

Multitasking

Communication skills

Keyboarding

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

EPIC EMR

MyChart

EPIC in-basket messaging

Job description

Employment Status: Full time Shift: Day (United States of America) Facility: 2301 Brambleton Ave SW - Roanoke Requisition Number: R162281

CONTACT CENTER scheduler 1 (Open)

How You’ll Help Transform Healthcare:

The Call Center Scheduling Specialist is one of the first points of contact for patients requesting appointments with our providers or information about our practices. Working in a call center environment, the Call Center Scheduling Specialist is responsible for managing incoming referrals and scheduling appointments for a clinical department. Clinical departments are complex multi-specialty, multi-location medical practices serving a broad geographic area. In addition, the Call Center Specialist must also have achieved mastery in scheduling and is a subject matter expert in complex appointment scheduling functions.

Navigate multiple systems simultaneously in order to effectively schedule appointments, tests, and/or procedures according to protocols established by clinical staff and scheduling standards. Ensures patients are aware of their scheduling options and are consistently offered the first available appointment. Proficient in all aspects of scheduling including making, canceling and rescheduling appointments based on the scheduling guidelines. Demonstrates the ability to leverage waitlists, works recalls, and processes clinic-initiated reschedules. Engages patients in the scheduling process, collecting and entering relevant demographic and medical information into the electronic health record. Supports the pre-registration process by validating guarantor accounts and verifying existing insurance coverage. Creates new referrals and manages existing referrals in the referral work queue. Accurately updates the referral shell within the prescribed timeframes in accordance with the organizations referral guidelines. Demonstrates proficiency and skill in responding to multi-channel communications. Maintains acceptable call metrics including average speed of answer, average handle time, AUX ratio, and average scheduling attempts per worked hour.

Coordinates with the clinic care team. Routes referrals/calls requiring triage or an order to the physician, Advice Line Nurse, or care team as appropriate. Effectively communicates through written, digital and verbal channels with patients, facilities, providers and other colleagues to ensure an easy, empathetic, solution-orientated patient experience. Builds impactful relationships through a variety of communication mediums including phone, chat, email, MyChart, and EPIC in-basket messaging. Anticipates patient and provider needs and responds accordingly.

What We Require:

• Education: High school diploma or equivalent required. Bachelors degree preferred. Bachelors degree accepted in lieu of minimum experience.
• Experience: Five years customer service experience in an environment that requiring multi-tasking such as a call center, physicians office, hospitality or retail/service industry or a bachelors degree. Call center experience preferred.
• Other Minimum Qualifications: A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remain calm under stress, display empathy and maintain positive communication is required. Must have strong keyboarding and computer skills.
• Compensation Range: $17.39 - $24.35 Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience. The compensation range does not include benefits or pension plan.

Benefits, Pay and Well-being at Carilion Clinic

Carilion understands the importance of prioritizing your well‑being to help you develop and thrive. That's why we offer a well‑rounded benefits package, and many perks and well‑being resources to help you live a happy, healthy life – at work and when you’re away. When you make your tomorrow with us, we'll enhance your potential to realize the best in yourself.

• Comprehensive Medical, Dental, & Vision Benefits
• Employer Funded Pension Plan, vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to our Carilion Wellness centers
• Access to our health and wellness app, Personify Health
• Discounts on childcare
• Continued education and training

Carilion Clinic is an Equal Opportunity Employer:

We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday. For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies

In our workplace, we're devoted to the success of our employees. No matter where you are in your career, we will help you continue to learn, grow, and share your knowledge with others. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Join an organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, fully dedicated, and forever curious. Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, and multi-specialty physician practices spanning southwestern Virginia. Join us and begin your career in a place where every day is a new adventure of creating the future of health care.