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VITAS Healthcare · 17 hours ago

CCC Program Scheduler

United States

Full-time

Remote

Entry Level

2+ years exp

VITAS Healthcare is dedicated to providing quality hospice care, and they are seeking a CCC Program Scheduler to manage appointment scheduling for hospice and palliative referrals. The role involves processing new referrals, confirming appointments, and collaborating with leadership to ensure resource availability while providing exceptional customer service.

Health CareHospital

Responsibilities

Process new referrals in the manor best fitting the needs of the referral source and in alignment with pending management and intake processes

Offers and/or confirms a same day appointment and/or the appointment time that is as close as possible based on the request of the patient and/or referral source to ensure a timely admission for hospice referrals

Offers and/or confirms appointments in accordance with VPC related processes and referral sources for palliative referrals

Participates in morning check in meetings and activities as assigned, to review staffing/scheduling needs for the day

Collaborate with CCC and VPC leadership, and Director of Admissions as guided, to ensure adequate, available resources are present in the admission scheduling tool throughout the work week

Provides a concierge level of customer service in every interaction

Cisco Phone System – must be logged in and “on ready” throughout the work shift, taking inbound calls whenever necessary

Strong, professional communication and collaboration with VPC, Program Admissions, Care Connection Center Intake, and Sales teams for timely dispatching of all VPC / Admission visit resources

Quality – Calls (audio/video) are recorded, monitored, and reviewed for training, quality and performance feedback and recognition purposes

Supports VPC / Admissions team to exceed program goals

Establishes a rapport and maintains an effective relationship with all internal and external customers

Enters accurate information to support data integrity in computer applications

Responds accurately to all questions received regarding services provided

Escalates matters to CCC, VPC, and/or Program Leadership as directed and/or VPC / Admissions clinical staff when assistance or clarification is needed

Participates in ongoing training and development based on the changing healthcare environment

Notifies VPC / Admissions / Sales Staff of all scheduled appointments per standards

Utilizes Scheduling tools to effectively facilitate the scheduling/updating of appointments

Performs related duties as required

Qualification

Medical terminologyScheduling toolsCustomer serviceComputer proficiencyBilingual (Spanish/English)Organizational skillsCommunication skillsCollaboration

Required

Two or more years related experience in medical terminology and/or in an administrative, business office, or call center environment

Ability to attain goals in a fast-paced, dynamic environment

Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers

Superior ability to effectively communicate at all levels of the customer interaction to include both verbally and in writing to provide a concierge level of service

Working knowledge of computers, internet access, and the ability to navigate within an automated systems and a variety of software packages, and type minimum 45 wpm

Prior experience in working collaboratively with other functional leaders to drive action plans

Must be highly organized and able to manage multiple responsibilities and work on various assignments simultaneously

Model positive behaviors that are focused on supporting: integrity, valuing diversity, innovation, building relationships, customer focus and teamwork

Ability to communicate tactfully with department heads, managers, coworkers, and vendors to resolve problems and negotiate resolutions

Completion of high school or basic education equivalency required