Program Scheduler

VITAS Healthcare; Lombard (IL); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

On-site role

Job summary

VITAS Healthcare in Lombard, IL seeks an Admissions Coordinator to manage referrals, schedule timely admissions, and provide exceptional concierge service to patients and referral sources.

The role requires strong communication skills, two+ years in medical terminology or related admin experience, and proficiency with scheduling tools. A high school diploma is required, and bilingual Spanish/English is a plus. This on-site position offers growth within a patient-focused hospice team.

Qualifications

• Two or more years related experience in medical terminology and/or in an administrative, business office, or call center environment.
• Superior ability to communicate at all levels, verbally and in writing, to provide concierge service.
• Working knowledge of computers, internet, and navigating automated systems and software.

Responsibilities

• Process new referrals aligning with referral sources and intake processes.
• Confirm same-day or nearest-possible appointment times for timely admissions.
• Participate in morning check-in meetings to review staffing and scheduling needs.
• Collaborate with Admissions leadership to ensure resources are present in scheduling tools.
• Provide concierge customer service in all interactions.
• Use Cisco phone system and respond to inbound calls as needed.
• Maintain professional communication with Admissions, Care Connection Center, and Sales teams.
• Record calls for training, quality, and performance feedback.

Skills

Medical terminology

Customer service

Communication

Education

High school diploma

Bilingual: Spanish/English

Tools

Typing 45 wpm

Job description

All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation's policies, procedures, guidelines, contractual commitments and governmental regulations.

Key Responsibilities

• Process new referrals in the manor best fitting the needs of the referral source and in alignment with pending management and intake processes.
• Offers and/or confirms a same day appointment and/or the appointment time that is as close as possible based on the request of the patient and/or referral source to ensure a timely admission.
• Participates in morning check in meetings and activities as assigned, to review staffing/scheduling needs for the day.
• Collaborate with Director of Admissions to ensure adequate, available resources are present in the admission scheduling tool throughout the work week.
• Provides a concierge level of customer service in every interaction.
• Cisco Phone System – must be logged in and "on ready" throughout the work shift, taking inbound calls whenever necessary.
• Strong, professional communication and collaboration with Program Admissions, Care Connection Center Intake, and Sales teams for timely dispatching of all Admission visit resources.
• Quality – Calls (audio/video) are recorded, monitored, and reviewed for training, quality and performance feedback and recognition purposes.
• Supports Admissions team to exceed program goals.
• Establishes a rapport and maintains an effective relationship with all internal and external customers.
• Enters accurate information to support data integrity in computer applications.
• Responds accurately to all questions received regarding services provided.
• Escalates matters to Director of Admissions or Admissions clinical staff when assistance or clarification is needed.
• Participates in ongoing training and development based on the changing healthcare environment.
• Notifies Admissions / Sales Staff of all scheduled appointments per standards.
• Utilizes Scheduling tools to effectively facilitate the scheduling/updating of appointments.
• Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Experience

Required:

• Two or more years related experience in medical terminology and/or in an administrative, business office, or call center environment.
• Ability to attain goals in a fast-paced, dynamic environment.
• Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers.
• Superior ability to effectively communicate at all levels of the customer interaction to include both verbally and in writing to provide a concierge level of service.
• Working knowledge of computers, internet access, and the ability to navigate within an automated systems and a variety of software packages, and type minimum 45 wpm.
• Prior experience in working collaboratively with other functional leaders to drive action plans.
• Must be highly organized and able to manage multiple responsibilities and work on various assignments simultaneously.
• Model positive behaviors that are focused on supporting: integrity, valuing diversity, innovation, building relationships, customer focus and teamwork.
• Ability to communicate tactfully with department heads, managers, coworkers and vendors to resolve problems and negotiate resolutions.

Education

Required:

Completion of high school or basic education equivalency required

Preferred

Bilingual in Spanish/English a plus

Medical or business office education or training desired

Certification & Licensure

None

Reasonable Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job

SPECIAL INSTRUCTIONS TO CANDIDATES - EOE/AA M/F/D/V