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About the Role
The Centralized Patient Scheduler Team Lead will coordinate, oversee, and assist Centralized Patient Schedulers, ensuring adherence to protocols and providing high-quality support to providers.
Responsibilities
- Manages assigned workflows regarding scheduling, entering paperwork and records, and other administrative tasks.
- Assigns daily duties and tasks to Centralized Patient Schedulers.
- Ensures Department Supervisor and Department Manager are informed of individual performance.
- Assists in planning for staffing, coverage of PTO, UPTO, and Leave.
- Identifies and recommends solutions to Patient Services Schedulers.
- Assists in onboarding and training new Patient Services Schedulers and continuing education of current staff.
- Assists in ensuring high-quality patient care.
- Reviews patient/provider concerns and participates in corrective actions.
- Holds periodic staff meetings.
- Relays pertinent information to Centralized Patient Schedulers.
- Acts as the primary point of contact for Centralized Patient Schedulers, monitoring workload and offering guidance.
- Ensures the team follows all RMANJ policies and procedures.
- Accepts phone calls and online inquiries from potential patients, registering and scheduling appointments.
- Promotes RMA and provides accurate information regarding doctors and practices.
- Assists patients with general inquiries about RMA, physicians, insurance, and services, converting calls to appointments.
- Resolves problems by clarifying issues and exploring solutions.
- Escalates medical complaints/questions to the appropriate medical professional.
- Documents all communication according to standard operating procedures.
- Provides notification of urgent requests, complaints, or compliments.
- Provides availability and schedules appointments within established guidelines.
- Follows new patient scheduling scripts.
- Updates My Med Leads patient information in the website database.
- Remains informed regarding RMA marketing/advertising campaigns and the role of the Patient Liaison.
- Collaborates with clinic teams to ensure schedules are appropriately booked.
Requirements
- Must be knowledgeable on the most current and accurate information regarding the doctors and practices for both patients and staff.
- Must be able to follow new patient scheduling “scripts” when handling different types of new patient/returning patient appointments.
Skills
- Scheduling
- Patient registration
- Administrative tasks
- Staff training
- Problem resolution
- Communication
About the Company
- Everleap Fertility brings together more than 200 physicians and embryologists across 60+ locations in the U.S., including 25 IVF laboratories.
- The company has helped hundreds of thousands of patients build families for over 40 years.
- As part of IVI Institute, Everleap Fertility contributes to a global community advancing reproductive medicine.
Equal Opportunity
- Everleap Fertility is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind.
- Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, family or parental status, or any other protected status.
- Everleap Fertility encourages applicants of all ages.