AMG Specialty Call Center Lead Scheduler The Lead Scheduler serves as a senior member of the AMG Specialty Call Center team and is responsible for coordinating daily scheduling operations while providing support guidance and training to schedulers Responsible for coordinating appointments for patients and medical practitioners Holds responsibility for coaching developing and training schedulers Key Responsibilities Leadership Team Support Assists the SupervisorManager in ensuring the daytoday functions of the department are adhered to and completed Serves a liaison between the staff and department Management and should have their finger on the pulse of their team Serve as the primary resource for schedulers regarding scheduling workflows Epic functionality insurance verification and patient registration processes Assist with onboarding training mentoring and crosstraining of new and existing staff Support supervisors and managers with daily workflow coordination and queue management Monitor departmental work volumes and assist with prioritization of tasks Identify process improvement opportunities and recommend operational enhancements Assist with quality monitoring coaching and staff development Escalate complex patient concerns scheduling issues and systemrelated problems as appropriate Foster a positive collaborative and patientfocused work environment Scheduling Patient Access Accurately handle incoming telephone calls SMS requests patient registration outbound calls and appointment scheduling for AMG Specialty practices in a highvolume call center environment Process inbound scheduling requests received through electronic work queues fax and other communication channels Identify and document special patient needs including accommodations interpreter requests and examspecific protocols Promote patient portal enrollment and assist patients with registration resources Educate patients on appointment details preparation requirements cancellations and rescheduling options Triage referrals and direct patients to the appropriate specialty practice to ensure timely access to care Complete and maintain accurate patient demographic insurance and registration information Maintain patient medical and financial eligibility information through Epic work queues Additional Responsibilities Support departmental goals related to productivity quality customer service and patient satisfaction Participate in staff meetings training sessions and departmental projects Maintain knowledge of scheduling workflows insurance requirements and organizational policies Perform other duties and special projects as assigned by leadership d
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