Lead, Call Center Scheduler - Central Scheduling

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

Job Openings Lead, Call Center Scheduler - Central Scheduling

About the job Lead, Call Center Scheduler - Central Scheduling

JOB SUMMARY

The Call Center Lead must be a subject matter expert and will manage up to forty-four call queues, with a goal to exceed 95% of call handles in two minutes or less for all calls per month. This requires the ability to multitask, forecast and think critically about how to meet the call demand while monitoring live.

The Call Center Lead will serve as a liaison between MPF Scheduling department and various MPF clinic managers/supervisors and physicians in identifying and resolving department scheduling issues and implementing workflows and process guidelines. The Call Center Lead will be responsible for:

• Assisting with updates to EPIC decision trees as well as testing updates prior to implementation to ensure accuracy. This includes working with central scheduling supervisors, MPF managers and EPIC clinical informaticists in conducting rigorous testing of decision trees to ensure they are valid and reliable.
• Responsible for reviewing, interpreting, analyzing applications in a manner that stimulates & support innovative & enlightened thinking & decision making.
• Planning, coordination and analysis on various projects, as assigned.

The Call Center Lead must be proficient in EPIC registration and scheduling for all MPF outpatient clinics, and will utilize this knowledge to train and mentor departments PASRs.

• Position will onboard all new staff, including training, weekly quality reviews and audit of recorded phone calls to provide daily feedback to staff to ensure they have appropriate comprehension and accuracy before being EPIC independent.
• Position will conduct monthly audits of existing staff using Calabrio to assess compliance with process and quality of work, with mentoring and coaching to support an average quality rating of 95% or more for the various scheduling teams.
• Position will support 3 escalation phone lines to assist staff in trouble shooting challenges and de-escalating customer service concerns.

MINIMUM QUALIFICATIONS

• H.S. Diploma,GED,or Equivalent
• 2 Years of Experience

PREFERRED QUALIFICATIONS

• Associate's Degree
• 4 Years of Experience
• Bilingual in Spanish or other language