Experienced Remote Call Center Scheduler - Access Point: Join Our Team and Make a Difference in Patient Engagement

About Us

At Access Point, a division of Lifepoint Health, we're dedicated to improving patient access to care and enhancing outcomes for the populations we serve. As a patient engagement company, we work closely with physicians, hospital systems, and other key stakeholders to drive success and make a meaningful difference in communities across the country. Our mission is built on the foundation of talented people, and we're committed to creating a work environment where employees thrive and pursue satisfying careers.

Job Summary

We're seeking a highly skilled and motivated Remote Call Center Scheduler to join our Centralized Scheduling Department. As a Call Center Scheduler, you'll play a critical role in supporting scheduling for an assigned healthcare specialty, answering inbound patient scheduling calls, and providing exceptional customer service. If you're passionate about delivering outstanding patient experiences, driving success for our partners, and being part of a team that makes a difference, we want to hear from you!

Key Responsibilities

• Patient Scheduling: Answer inbound patient scheduling calls, address concerns, and schedule patients for procedures in a satisfactory manner, meeting department service level goals.
• Communication and Data Entry: Communicate with patients to schedule, re-schedule, and/or cancel appointment requests accurately, following practice scheduling protocols and tools. Accurately collect and perform data entry of patient demographic and insurance information.
• Customer Service: Utilize professional communication etiquette and listening skills to assist patients with their scheduling needs, building a safe and trustworthy environment.
• De-escalation and Problem-Solving: De-escalate situations involving dissatisfied customers, offering patient assistance and support. Escalate any problems that may arise to management.
• Software Systems: Utilize and maneuver between several different software systems, maintaining accurate and up-to-date information in the documentation system.
• Performance Goals: Meet specified goals and objectives as assigned by management on a regular basis, maintaining confidentiality of account information at all times.
• Additional Projects: Assist with other projects as assigned by management, demonstrating flexibility and adaptability.

Essential Qualifications

Education:

• High School Diploma: Required.
• Associate's or Bachelor's Degree: Preferred.

Experience:

• Call Center or Customer Service Experience: One year of previous experience required.
• Basic Healthcare Knowledge: Preferred.

Skills and Competencies:

• Positive Attitude and Teamwork: Ability to work well with others, demonstrating a positive attitude and professional demeanor.
• Excellent Communication Skills: Professional, articulate voice, with the ability to communicate effectively, both orally and in writing.
• Multi-Tasking and Organizational Skills: Ability to multi-task in several computer applications while holding a conversation with a customer, with excellent organizational skills and documentation orientation.
• Confidentiality and Independence: Ability to maintain confidentiality, work independently, and be self-motivated and goal-oriented.
• Technical Skills: Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint), with the ability to learn specialized computer applications.

What We Offer

Compensation and Benefits:

We offer a comprehensive total compensation package, including:

• Competitive Salary: A competitive salary reflecting your skills and experience.
• 401k and PTO: Opportunities to save for the future and take time off.
• Medical, Dental, and Vision: Comprehensive benefits to support your health and well-being.
• Support for ongoing education and professional development.
• Employee Assistance Program: Confidential support for personal and professional challenges.