Summary:
The Central Scheduling Team Lead will assist the Supervisor/Manager in ensuring the day-to-day functions of the department are adhered to and completed.
- Supervises Central Scheduling Representative I and II team members.
- Liaison and “go to” resource between the staff and the department Leadership. Supports peer leadership to meet department metrics including but not limited to training, assignment support, escalation and troubleshooting of scheduling issues.
- Knowledgeable of all scheduling, registration, and insurance verification functions.
- Accurately performs the scheduling, insurance eligibility verification, pre-authorization, financial assistance screening, estimate creation/collections and ensures accurate collection of patient registration data.
- Accomplishes flexible work assignments based on daily priority, following established metrics and guidelines.
Job Duties:
- Ensures accuracy in all required demographics, financial, referral/authorization/clinical, and other registration data is accurately scheduled, collected, verified, and communicated as a core competency of the role.
- Assists with feedback to the team on weekly performance, including variance from established operational goals or productivity and quality performance.
- Supervises staff on day-to-day assignments and completion of all expected work. This should include:
- Providing guidance on accurate workflows
- Assists with call monitoring of daily phone operations, prioritize, and distribute workflow based on daily inbound call volumes/staffing.
- Assisting the Supervisor in the alignment of staff to appropriate assignments
- Escalation and troubleshooting to support operations
- Conducts Training/coaching for new and existing representatives
- Cross coverage of all departmental assignments as required
- Assists with the new hire onboarding process and training.
- Creates and updates department educational tip sheets, material, and scheduling workflow guide.
- Assists with handling escalated calls from patients often involving complex and challenging situations and resolves to patient’s satisfaction.
- Reviews and analyzes all available reporting sources, using these reports to compile and present updates on daily, weekly, monthly, annual, or ad hoc metrics at weekly meetings, or in other forums as requested.
- Conducts routine account and call quality audits for Central Scheduling Representatives I and II to ensure appropriate account and appointment scheduling completion.
- Assist with EPIC template creation and modification for requesting department.
- Completes special projects and workflow testing to meet expectations of scope and deliverables.
- Supports department goals and process improvement initiatives.
- Meets individual productivity and quality expectations in all job functions.
- Supports positive patient experience, safety and revenue cycle outcomes.
- All other duties as assigned.
Qualifications
Required:
- 5 years of prior experience, or 2 years of high performance in the Central Scheduling Specialist I role.
- HS Diploma or equivalent
- All legally/reasonably expected certifications needed for function and level
Preferred:
- Associate or Bachelors’ Degree preferred.
- Call Center experience, preferably in a Radiology imaging location.
- Applicable experience as Scheduler, Practice Assistance or 3+ years Patient Access Representative.
- Electronic Medical Record (EMR) experience, preferably EPIC.
Atlantic Medical Group is a physician-led and physician-governed organization that delivers the highest quality health care, at the right place, the right price, and the right time. We are a multispecialty physician group with more than 1,000 doctors, nurse practitioners and physician assistants at over 300 locations throughout northern and central New Jersey and northeast Pennsylvania. Our mission is to deliver exceptional care recognizing the unique needs of all those we serve. Our vision is to achieve the best outcomes with our patients at the center of the physician-led team, driven by service, innovation and continuous learning.
Our integrated network offers seamless access to Atlantic Health's entire health care continuum and our nationally and regionally ranked hospitals. In collaboration with Atlantic Health, several of our practices offer urgent care and walk-in services.
In addition to primary care physicians, the team includes specialists that care for patients in all aspects of their health from pediatrics to geriatrics and everything in between. We make health decisions easier for patients with enhanced access to referrals.
Atlantic Health offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members. Offerings vary based on role level (Team Member, Director, Executive). Below is a general summary, with role-specific enhancements highlighted:
Team Member Benefits
- Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
- Life & AD&D Insurance.
- Short-Term and Long-Term Disability (with options to supplement)
- 403(b) Retirement Plan: Employer match, additional non-elective contribution
- PTO & Paid Sick Leave
- Tuition Assistance, Advancement & Academic Advising
- Parental, Adoption, Surrogacy Leave
- Backup and On-Site Childcare
- Well-Being Rewards
- Employee Assistance Program (EAP)
- Fertility Benefits, Healthy Pregnancy Program
- Flexible Spending & Commuter Accounts
- Pet, Home & Auto, Identity Theft and Legal Insurance
____________________________________________
Note: In Compliance with the NJ Pay Transparency Act (effective Sunday, June 1, 2025), all job postings will include the hourly wage or salary (or a range), as well as this summary of benefits. Final compensation and benefit eligibility may vary by role and employment status and will be confirmed at the time of offer.
EEO STATEMENT
Atlantic Health, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status.
