Scheduler - Medical Office

Scheduler

Classification: Non-exempt

Reports to: Clerical Manager

JOB DESCRIPTION

Summary
You will be the first point of contact for customers seeking assistance, information, or resolutions to their queries or concerns. You will handle a high volume of inbound and/or outbound calls in a professional, efficient, and courteous manner. Your primary goal is to ensure customer satisfaction by providing timely and accurate responses and resolving issues to the best of your ability.

Essential Functions

• Handle incoming calls promptly and professionally, greeting callers and determining the nature of their inquiry or concern.

•  Provide accurate information and assistance to customers regarding products, services, policies, procedures, and account inquiries.

•  Resolve customer complaints, problems, and inquiries efficiently and effectively, escalating complex issues to appropriate departments or supervisors as needed.

•  Accurately record and update patient information, inquiries, and actions taken in the EHR system.
  

• Communicate with customers in a clear, concise, and courteous manner, using active listening skills to understand their needs and concerns.

• Adhere to company policies, procedures, and quality standards in all customer interactions to ensure consistency and compliance.

• Meet or exceed key performance indicators (KPIs) such as call handling time, first call resolution rate, customer satisfaction scores, and adherence to schedule.

• Collaborate with team members, supervisors, and other departments to ensure seamless customer service delivery and resolution of issues.

• Participate in ongoing training sessions and skill development programs to enhance product knowledge, customer service skills, and performance.

• Adapt to changes in processes, procedures, technology, and customer needs to maintain high levels of service quality and customer satisfaction.

Competencies

1. Ethical Conduct
2. Customer Service
3. Physical Capacity

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This role requires the employee to frequently stand, walk, push/pull, and perform some light lifting.

Position Type/Expected Hours of Work
This is an Full Time Position. Standard days and hours of work Monday-Friday 730a-430p

Required Education and Experience

High school diploma or equivalent; additional education or certification in customer service or related field is a plus.

Proven experience in a customer service or call center environment, with a track record of providing exceptional customer service.

Excellent communication skills, both verbal and written, with proficiency in active listening and problem-solving.

Strong computer skills and familiarity with EHR software and technology.

Ability to work in a fast-paced environment, handle multiple tasks simultaneously, and maintain composure under pressure.

Professional demeanor, positive attitude, and a commitment to delivering outstanding customer service.

Strong work ethic, reliability, and a willingness to contribute to a collaborative team environment.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.