Centralized Scheduler (Full-Time)
On-siteOmaha, Nebraska, United States
Job Summary
Manage high volumes of inbound and outbound calls, identifying patient needs and clarifying information to schedule appointments across multiple service lines and locations. Provide exceptional customer service while accurately collecting demographic data, directing calls to appropriate departments, and maintaining strict HIPAA compliance. Utilize creative problem-solving to adapt to rapidly changing environments and meet defined scheduling protocols and performance metrics. Assist with precepting new team members and actively participate in cross-departmental meetings. This role supports OrthoNebraska's mission of delivering personalized care and life-enhancing outcomes through exceptional patient experiences.
Required Qualifications
- High School diploma or equivalent
- Must be detail-oriented
- Ability to utilize creative problem-solving
- Effective communication skills
- Ability to adapt to rapidly changing environments using critical thinking
- Ability to escalate and de-escalate phone calls appropriately
- Ability to work collaboratively within a team environment
- Ability to work cross-departmentally
- Ability to identify patient needs
- Ability to clarify given information
- Ability to utilize resources to provide solutions and/or alternatives
- Ability to schedule appointments for multiple lines of service and locations
- Ability to adhere to defined scheduling protocols
- Ability to provide exceptional customer service
- Ability to accurately direct phone calls to the appropriate departments
- Ability to accurately collect and update required patient demographic information
- Ability to maintain confidentiality
- Ability to demonstrate HIPAA compliance
- Ability to manage high volumes of inbound and outbound calls
- Ability to meet or exceed set goals and metrics
- Ability to assist with precepting for new team members
- Ability to provide updates on training progression
- Ability to attend and actively participate in meetings
- Ability to pass background check
- Ability to pass pre-employment physical
- Ability to pass drug testing
- Ability to obtain active licensures per job requirements
- Must be able to lift up to 10 pounds of force occasionally
- Must be able to exert a negligible amount of force frequently
- Must be able to sit most of the time
- Must be able to walk or stand for brief periods of time
Desired Qualifications
- 2+ years of customer service experience in a call center setting
- 1+ year of healthcare experience
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