Centralized Scheduler (Full-Time)

OrthoNebraska creates the inspired healthcare experience all people deserve by giving people a direct path to personalized care and life-enhancing outcomes. With a focus on safety and people, we set the bar high in providing high-quality care with an unmatched experience. Our team members are critical to our success and growth and are rewarded for their dedication and hard work. IF this sounds like the type of team and environment you want to be a part of apply today!

Position Summary: The Centralized Scheduler, provides exceptional customer service while assisting patients in scheduling appointments.

Position details

Position Requirements

Education: High School diploma or equivalent required.

Licensure: N/A

Certification: N/A

Experience:

• 2+ years of customer service experience in a call center setting preferred.
• 1+ year of healthcare experience preferred.

Required Knowledge/Skills/Abilities

• Must be detail-oriented and possess the ability to utilize creative problem-solving.
• Must possess effective communication skills and utilize those in the daily performance of duties
• Ability to adapt to rapidly changing environments using critical thinking while meeting patient requests and adhering to deadlines.
• Able to escalate and de-escalate phone calls appropriately.
• Must work collaboratively within a team environment, as well cross-departmentally, to achieve defined goals.

Essential Job Functions

• Identify patient needs, clarify given information, and utilize resources to provide solutions and/or alternatives.
• Schedule appointments for multiple lines of service and locations, adhering to defined scheduling protocols.
• Provide exceptional customer service both internally and externally while accurately directing phone calls to the appropriate departments.
• Accurately collect and update required patient demographic information for patient charts.
• Maintain confidentiality and demonstrate HIPAA compliance in ensuring the privacy and security of a patient's protected health information (PHI).
• Manage high volumes of inbound and outbound calls, meeting or exceeding the set goals and metrics defined by the Centralized Scheduling Manager.
• Assist with precepting for new team members and provide updates on training progression upon request.
• Regularly attend and actively participate in meetings upon request.

Physical requirements: This position is classified as Sedentary Work in the Dictionary of Occupational Titles, requiring the exertion of up to 10 pounds of force occasionally (up to 33% of the time) and/or a negligible amount of force frequently (33%-66% of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.