Lead Scheduler Contact Center

Lovelace Health System, Inc.; Albuquerque (NM); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Tuition assistance

Paid time off

Health benefits

Wellness resources

Career growth opportunities

Job summary

Lovelace Health System, Inc. in Albuquerque, NM seeks a day-shift, full-time Central Scheduling Lead Scheduler to enhance patient experience and coaching of schedulers. The role oversees time-sensitive inquiries, guides policy adherence, and drives quality scores across the scheduling team.

Ideal candidates bring a High School Diploma or GED, 2 years of related experience, and strong data entry and communication skills. Knowledge of insurance plans and office procedures is valuable for success.

Qualifications

• High School Diploma or GED required.
• 2 years of directly related experience.
• Able to type and enter data accurately.
• Ability to work independently and communicate effectively.
• Familiarity with insurance plans and office procedures.
• Proficiency with a variety of software applications.

Responsibilities

• Lead and coach Contact Center Schedulers to ensure world-class patient experience.
• Manage incoming time-sensitive questions from Schedulers via chat or in person; ensure transaction accuracy.
• Coach Schedulers on policies, procedures, and tool navigation to improve QA scores and patient experience.
• Own escalated patient situations and drive to resolution.
• Serve as backup to Scheduler role when needed.

Skills

Data entry

Communication

Coaching

Independence

Software proficiency

Education

High School Diploma or GED

Associate degree (preferred)

Tools

Office software

Job description

Join our team as a day-shift, full-time, Central Scheduling Lead Scheduler in Albuquerque, NM.

Why Join Us?

Thrive in a People-First Environment and Make Healthcare Better

• Thrive: We empower our team with career growth opportunities, tuition assistance , and resources that support your wellness, education, and financial well-being.
• People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for.
• Make Healthcare Better: We use advanced technology to support our team and enhance patient care .

Get to Know Your Team:

• Ardent Health is a leading provider of healthcare in growing mid-sized urban communities across the U.S. With a focus on people and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. Through its subsidiaries, Ardent delivers care through a system of 30 acute care hospitals, 24,000+ team members, and more than 280 sites of care with over 1,800 affiliated providers across six states.

Overview

Join our team as a day-shift, full-time, Central Scheduling Lead Scheduler in Albuquerque, NM.

Responsibilities

• The Scheduler Lead enables a world-class patient experience as a subject matter expert supporting and coaching Contact Center Schedulers.
• Manages incoming time-sensitive questions from Schedulers via chat and in-person to ensure accuracy of transactions and quality of service for patients.
• Coaches individual Schedulers on policies, procedures, customer service, and tool navigation to increase Quality Assurance (QA) scores and patient experience.
• Effectively owns escalated patient situations and drives to resolution.
• Acts as backup to the Scheduler role as the need arises.

Job Requirements

• High School Diploma or GED equivalent.
• 2 years of directly related experience.
• Ability to type and enter data efficiently and accurately.
• Ability to work independently.
• Ability to communicate effectively.
• Knowledge of office procedures.
• Knowledge of insurance plans.
• Skilled in a variety of software applications

Preferred Job Requirements

• Associate degree in a related field of study.
• Medical Office Experience.