Lead Centralized Scheduler

Snoqualmie Valley Health; Snoqualmie (WA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Pharmacy

Life and AD&D

Retirement Plan

Employee Assistance Program (EAP)

Flexible Spending Account (FSA)

Travel Assistance & ID TheftProtection

Pet Insurance

Other Voluntary Benefits

Job summary

Snoqualmie Valley Health is seeking a Lead Central Scheduler to oversee the outpatient scheduling team and ensure timely patient access across departments. You will lead daily operations, train staff, and resolve scheduling barriers with professionalism and empathy.

Responsibilities include coordinating complex appointments, maintaining accurate demographics and referrals, generating reports, and driving process improvements to enhance patient experience and regulatory compliance.

Qualifications

• High school diploma required.
• Minimum three years of experience in appointment scheduling, preferably in a medical practice.
• Proficiency with EHR/EMR scheduling systems.
• Strong communication and customer service skills.
• Leadership, coaching, and staff training abilities.
• HIPAA knowledge and understanding of referrals, insurance, and authorizations.
• Ability to prioritize in a fast-paced, high-volume environment.
• Willingness to cross-train in other areas for smooth operations.

Responsibilities

• Lead and oversee daily operations of the Central Scheduling team.
• Coordinate and schedule patient appointments across multiple departments.
• Ensure accurate scheduling in accordance with provider availability, guidelines, patient needs, and referrals.
• Train, coach, and mentor scheduling staff; monitor performance and productivity.
• Resolve scheduling conflicts and escalated patient concerns.
• Maintain scheduling standards, workflows, and procedures.
• Monitor appointment volumes, wait times, cancellations, and no-show trends.
• Collaborate with providers and clinical teams to improve patient access.
• Ensure accurate patient demographics, insurance information, authorizations, and referrals.
• Identify workflow inefficiencies and recommend improvements.
• Assist with staffing assignments and workload distribution.
• Generate and review operational reports and metrics.
• Ensure compliance with policies, privacy regulations, and patient service standards.
• Serve as a subject matter resource for scheduling systems and troubleshoot issues.
• Support implementation of new scheduling processes and initiatives.

Skills

Healthcare scheduling

EHR/EMR scheduling

Customer service

Leadership

Staff training

Problem solving

Attention to detail

HIPAA knowledge

Workflow prioritization

Cross-training

Education

High school diploma

Job description

JOB TITLE: Lead Central Scheduler

At Snoqualmie Valley Health, we’re not just in the business of healthcare; we’re in the business of empowering our community to live boldly and live well. Our commitment to excellence and innovation calls for team members who will build trust, obsess over excellence, lead innovation, and deepen connections within our community. We are guided by our core values, and we’re looking for someone who can embody those principles as part of our dynamic and growing team.

Located in a trailblazing, adventure-loving town at the base of the Cascades, Snoqualmie Valley Health is an independent public hospital district serving a vibrant community that thrives on both adventure and connection. This is more than a job—it’s an opportunity to be part of something bigger.

POSITION SUMMARY:

The Lead Central Scheduler is responsible for coordinating complex outpatient scheduling operations and supporting efficient patient access to care. Provides day to day leadership, training, and guidance to scheduling staff while ensuring the accurate and timely scheduling of clinic appointments and specialty services. Effectively resolves scheduling barriers, coordinates with providers and clinical teams, and addresses patient concerns with professionalism, empathy, and compassion. Promotes high standards of customer service, operational efficiency, regulatory compliance, and a positive patient experience while supporting the goals, priorities, and overall mission of the organization.

Essential Functions

• Lead and oversee daily operations of the Central Scheduling team.
• Coordinate and schedule patient appointments across multiple departments.
• Ensure accurate scheduling in accordance with provider availability, scheduling guidelines, patient needs, referral requirements, and clinical protocols.
• Train, coach, and mentor scheduling staff; monitor performance and productivity.
• Resolve scheduling conflicts, escalated patient concerns, and complex appointment issues.
• Maintain scheduling standards, workflows, and departmental procedures.
• Monitor appointment volumes, wait times, cancellations, and no-show trends.
• Collaborate with providers, clinical departments, registration, referrals, and other healthcare teams to improve patient access.
• Ensure accurate patient demographics, insurance information, authorizations, and referral documentation when applicable.
• Assist with authorized appointment scheduling form the Appointment work queue.
• Identify workflow inefficiencies and recommend process improvements.
• Assist with staffing assignments, coverage, and daily workload distribution.
• Generate and review operational reports and metrics, when applicable.
• Ensure compliance with organizational policies, privacy regulations, and patient service standards.
• Serve as a subject matter resource for scheduling systems and troubleshoot issues.
• Support implementation of new scheduling processes, systems, and organizational initiatives.

EDUCATION:

High school Diploma.

REQUIRED EXPERIENCE:

Minimum three years of experience in an appointment scheduling position, preferable in a medical practice setting.

Skills

• Healthcare scheduling and patient access
• Strong knowledge of EHR/EMR scheduling systems
• Excellent communication and customer service
• Leadership, coaching, and staff training
• Complex appointment and procedure coordination
• Problem-solving and conflict resolution
• Strong attention to detail and accuracy
• Ability to cross train in other areas of practice in order to achieve smooth flow of operations
• Knowledge of HIPAA, referrals, insurance, and authorizations
• Ability to prioritize in a fast-paced, high-volume environment
• Workflow improvement and team performance monitoring

WORK ENVIRONMENT:

Medical office/reception area, or remote. Exposure to communicable diseases and other conditions related to clinic setting.

MENTAL/ PHYSICAL REQUIREMENTS:

Mostly sedentary with some standing, walking, reaching. Periodic stress from handling many calls and patient requests.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits

We believe in taking care of those who take care of our community. We’re proud to offer a comprehensive benefits package that puts your health and well-being first. With our flexible medical plan, you’ll have access to multiple in-network tiers, including top-quality care from Snoqualmie Valley Health, Eastside Health, and First Choice/First Health providers. The best part? Anyone covered under our plan can receive care at SVH at no cost! It’s all about giving you the options and support you need to experience life’s great adventures.

• Medical
• Dental
• Vision
• Pharmacy
• Life and AD&D
• Retirement Plan
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA)
• Travel Assistance & ID Theft Protection
• Pet Insurance
• Other Voluntary Benefits

Benefit Eligibility Requirements –

Employees regularly scheduled at least 20 hours per week.

Employee Dependents –

Your legal spouse or domestic partner; dependent children until age 26.

Waiting Period –

1st of the month from the date of hire.

Please Note

• The flu shot (during flu season) is required for employment, with exemptions available for valid medical or religious reasons.
• Snoqualmie Valley Health is a drug-free workplace. We complete drug screenings as part of our onboarding process.