• Call Center Scheduling Coordinator

    Childrens Hospital of The King's Daughters (Norfolk, VA)


    + This position is Monday through Friday, 40 hours per week, with shifts occuring between 7:30am and 6:00pm.

     

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    + ESSENTIAL DUTIES AND RESPONSIBILITIES

    + Manages large volume of customer calls in friendly and courteous manner.

    + Provides customer service through attentiveness, clear communication, and time management skills.

    + Obtains and evaluates all relevant information to handle and schedule appointment to the appropriate service area.

    + Serves as a patient liaison for scheduling of services for multiple departments.

    + Maintains customer records by updating account information.

    + Provides clerical, secretarial and project management functions for the service area.

    + Locates referrals and calls patients to schedule appointments for different service areas.

    + Communicates with clinic staff either by telephone or electronically to handle questions or concerns of customer.

    + Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience.

    + Provides feedback on the efficiency of scheduling discrepancy to department leadership for process improvement.

    + Ensures compliance with all federal and state HIPAA/PHI laws.

    + Interfaces with multiple departments and multiple computer systems.

    + Performs other duties as assigned.

    + LICENSES AND/OR CERTIFICATIONS

    + None required.

    + MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

    + High school graduate or GED.

    + Knowledge of medical terminology gained either through coursework or work experience highly preferred.

    + Ability to relate well with the public.

    + Ability to effectively gather and exchange information in both oral and written communications with proper grammar, spelling and punctuation.

    + Ability to schedule appointments for multiple departments based on phone screening and scheduling priority algorithm.

    + Ability to utilize scheduling software and maintain updated schedules.

    + Able to work in multiple computer systems simultaneously.

    + WORKING CONDITIONS

    + Normal office environment with little exposure to excessive noise, dust, temperature and the like.

    + PHYSICAL REQUIREMENTS

    + Click here to view physical requirements. (https://www.chkd.org/uploadedFiles/Documents/Employees/Category%20A%20Jobs.pdf)