Scheduler/Customer Service Representative

Work Schedule:

Monday- Friday: 8:30a- 5:00p

Position Summary:

The Scheduling Coordinator is responsible for providing exceptional customer service by promptly and professionally addressing inquiries and complaints. This role requires strong communication skills, in-depth knowledge of company products and programs, and the ability to work effectively within a team environment.

Essential Duties and Responsibilities:

• Answer phone calls in a professional and timely manner.
• Manage, fill and update schedules by matching caregiver skills to client needs and handling last-minute changes.
• Triage heavy phone volume efficiently.
• Review and approve schedules weekly for billing and payroll.
• Serve as a liaison between caregiver staff, clients, families, and other back-office employees.
• Learn and utilize new software to document all activities in a shared database.
• Maintain composure and work effectively in a fast-paced environment.
• Demonstrate excellent customer service skills.
• Able to learn new software and document ALL activities in a shared database.
• Utilize strong critical thinking and problem-solving abilities.
• Be familiar with New Castle and Kent Counties for mapping locations.
• Perform other duties as assigned.

Qualifications:

• High School Diploma or GED equivalent required.
• Associate's degree preferred.
• Previous experience as a scheduler in a medical-related field is advantageous.
• Proven track record of providing excellent customer service.
• Knowledge of medical terminology and coding is necessary.
• Strong problem-solving skills.
• Proficiency in data entry and computer skills, including Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Ability to maintain confidentiality.
• Ability to work independently with minimal supervision.
• Must pass background check, drug screening, a doctor's physical, and a 2-step PPD test.

EXPOSURE CONTROL CATEGORY: Low Exposure

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

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.