Program Scheduler

Job Description

All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation’s policies, procedures, guidelines, contractual commitments and governmental regulations.

• Process new referrals in the manor best fitting the needs of the referral source and in alignment with pending management and intake processes.
• Offer and/or confirm a same day appointment 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.
• Participate in morning check‑in meetings and activities as assigned, to review staffing/scheduling needs for the day.
• Collaborate with Director of Admissions to ensure adequate, available resources are present in the admission scheduling tool throughout the work week.
• Provide a concierge level of customer service in every interaction.
• Maintain the Cisco Phone System – must be logged in and “on ready” throughout the work shift, taking inbound calls whenever necessary.
• Communicate professionally and collaborate with Program Admissions, Care Connection Center Intake, and Sales teams for timely dispatching of all admission visit resources.
• Qualities of calls (audio/video) are recorded, monitored, and reviewed for training, quality and performance feedback and recognition purposes.
• Support Admissions team to exceed program goals.

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

• Enter accurate information to support data integrity in computer applications.
• Respond accurately to all questions received regarding services provided.
• Escalate matters to Director of Admissions or Admissions clinical staff when assistance or clarification is needed.
• Participate in ongoing training and development based on the changing healthcare environment.
• Notify Admissions / Sales staff of all scheduled appointments per standards.
• Utilize scheduling tools to effectively facilitate the scheduling/updating of appointments.
• Perform related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job‑related duties assigned by their supervisor or management.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability 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, both verbally and in writing, to provide a concierge level of service.
• Working knowledge of computers, internet access, and the ability to navigate within 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.

• Bilingual in Spanish/English a plus.
• Medical or business office education or training desired.

• None

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

VITAS® Healthcare is the nation’s leading provider of end‑of‑life care, and has the…