CONTACT CENTER SCHEDULER I

Carilion Clinic; Roanoke (VA); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental, & Vision benefits

Employer Funded Pension Plan

Paid Time Off

Onsite fitness studios

Wellness app access

Job summary

Carilion Clinic in Roanoke, VA seeks a Contact Center Scheduler I to join a fast-paced in-person team. You will schedule appointments, manage referrals, and coordinate with the care team using EPIC, MyChart, and multiple scheduling systems.

A high level of empathy and strong computer skills are essential as you guide patients through options and complete pre-registration tasks. This full-time role emphasizes patient experience, accuracy in data entry, and the ability to handle difficult calls

Qualifications

• High school diploma or equivalent required.
• Five years customer service experience in a multi-tasking setting.
• Call center experience preferred; strong keyboarding and computer skills.
• Ability to remain calm under stress and show empathy.

Responsibilities

• Schedule appointments, tests, and procedures per clinical guidelines.
• Use multiple systems to find first available appointments.
• Enter demographic and medical information into the EHR.
• Validate guarantor accounts and insurance during pre-registration.
• Manage referrals and route to care team as needed.
• Maintain call metrics and coordinate with the care team.

Skills

Customer service

Multitasking

Empathy

Communication

Keyboarding

Computer literacy

Education

High school diploma or equivalent

Tools

EPIC

MyChart

Referral systems

Job description

CONTACT CENTER SCHEDULER I# Carilion Clinic## CONTACT CENTER SCHEDULER IApply: Fully In-Person: Roanoke, Virginia: Full time: Posted Today: End Date: November 15, 2026 (3 days left to apply): R161491## **Employment Status:**Full time## **Shift:**Day/Evening (United States of America)## **Facility:**2301 Brambleton Ave SW - Roanoke## **Requisition Number:**R161491 CONTACT CENTER SCHEDULER I (Open)# **How You’ll Help Transform Healthcare:**The Contact Center Scheduler 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 Contact Center Scheduler 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.The Call Center Scheduling Specialist I* Navigates 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.* 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.**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.This job description is intended to be a representative summary of the major responsibilities and accountabilities performed by incumbents in this role. Incumbents may be required to perform job-related tasks other than those specifically presented in this description.**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.***Recruiter:**KIMBERLIE GONCE**Recruiter Email:**[e-mail]**For more information, contact the HR Service Center at 1-800-599-2537.**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## **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. Below are benefits available to you when you join Carilion: * 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### WelcomeCarilion Clinic is where you can make your own path. Here, you’ll find a special place to create your career—one where talents are embraced, discoveries are made, and care makes a real difference. The success of Carilion Clinic relies on talented, passionate individuals like you, each offering their unique skills, ideas, and perspectives. Make your tomorrow with us.### About UsThis is Carilion Clinic ... 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.