Position Description:
GENERAL SUMMARY

The Scheduling Specialist is responsible for answering incoming calls that have been routed to the appointment center and operator.  This position is responsible for scheduling appointments, taking medication refill requests, taking messages, and answering general questions.  These duties will be performed under general supervision and according to established CGMHSA policies and procedures.  This position provides a variety of specialized services in support of the operation of the scheduling department.  This position will consistently demonstrate outstanding customer service to patients, visitors, physicians, and staff.   

KEY RESPONSIBILITIES
Ensure efficient daily operations for the department:
a. Take customer calls and provide accurate, satisfactory answers to their queries and concerns
b. De-escalate situations by offering alternate solutions and support
c. Assist patients with scheduling, rescheduling or cancelling their appointments
d. Strive to meet to established scheduling guidelines with limited scheduling errors
e. Provide information as needed regarding policy and/or procedures
f. Review demographics, general/financial comments/alerts and take action as necessary
g. Take complete, accurate messages; make sure messages are routed to appropriate person in a timely manner
h. Special projects and other duties as assigned

Position Requirements:
MINIMUM QUALIFICATIONS

• Position requires a high school diploma or equivalent
• Phone skills and expertise in customer service
• Strong communication, both written and verbal
• Active listening skills and a patient and empathetic attitude
• Computer literacy
• Knowledge of PC applications, software, and database management
• Possess basic knowledge of medical terminology
• Possess exceptional telephone & customer service skills
• Proficient use of English language, grammar & punctuation
• Call center customer service/customer service
• Prior experience in medical scheduling, preferred  


WORK ENVIRONMENT

This role may require lifting up to 50 lbs.
The work location for this role is onsite.