Centralized Patient Scheduler Team Lead

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Call Center Full-Time Burbank, CA, US

3 days ago Requisition

Job Purpose: The Centralized Patient Scheduler Team Lead will coordinate, oversee, and assist the Centralized Patient Schedulers . The Team Lead, in collaboration with the Department Supervisor and Department Manager, will ensure each Centralized Patient Scheduler' s adherence to Everleap Fertility protocols while maintaining professional care for patients and providing high quality support to their assigned providers.

Essential Functions and Accountabilities:

• Manages assigned workflows regarding scheduling, entering paperwork and records and all other administrative tasks assigned to the Centralized Patient Schedulers .
• Assigns daily duties and tasks to the Centralized Patient Schedulers in their assigned offices.
• Ensures Department Supervisor and Department Manager are abreast of individuals performance.
• Assists Department Supervisor and Department Manager in scheduling:
  Planning for staffing, coverage of PTO, UPTO and Leave.
• Identifies and recommends solutions to each Patient Services Scheduler as per the guidance of Department Supervisor and Manager.
• Assists in onboarding and training of new Patient Services Schedulers as well as the continuing education of current staff.
• Assists the Department Supervisor and Manager in ensuring high quality patient care.
• Reviews patient/provider concerns in collaboration with Department Management and takes part in corrective solution/action.
• Holds periodic staff meetings as required by Department Management Team.
• Relays pertinent information as needed to Centralized Patient Schedulers as approved by Management Team.
• Acts as the primary point of contact for Centralized Patient Schedulers to answer their day-to-day questions; monitor workload and offer help and guidance where needed.
• Responsible for making sure team is following all RMANJ policies and procedures.
• Accept phone calls and online inquiries from potential patients. Close the call by appropriately registering and scheduling new and returning patient appointments. Promote RMA. Knowledgeable on the most current and accurate information regarding the doctors and practices for both patients and staff.
• Assists patients with general inquiries about RMA, our physicians, insurance questions and our reproductive medicine services. Converts those calls to new patient appointments.
• Resolves problems by clarifying issues; researches and explores answers and alternative solutions
• Escalates medical complaints/questions to the appropriate medical professional.
• Documents all communication according to standard operating procedures. Provides notification of any urgent requests, complaints or compliments to the appropriate party or system.
• Provides availability and schedules appointments within established guidelines. Follows new patient scheduling “scripts” when handling different types of new patient/returning patient appointments.
• Updates My Med Leads patient information in the website database by entering required information. Remains informed regarding all RMA marketing/advertising campaigns and the role of the Patient Liaison in accepting related inquiries by telephone and e‑mail.
• Collaborates with the clinic’s patient services and admin team to ensure schedules are appropriately booked with qualified patients.

Built on the legacy of RMA, Boston IVF, Conceptions, and six other leading North American fertility practices, Everleap Fertility brings together more than 200 physicians and embryologists across 60+ locations in the U.S., including 25 IVF laboratories…