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 Supervisor/Manager in ensuring the day-to-day 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 cross-training 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 system-related problems as appropriate.
• Foster a positive, collaborative, and patient-focused 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 high-volume 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 exam-specific 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.
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Qualifications
Required Qualifications
1. High School Diploma or equivalent.
2. Minimum of 2 years of healthcare scheduling, patient access, medical office, or call center experience.
3. Strong knowledge of patient scheduling, registration, and insurance verification.
4. Excellent verbal and written communication skills.
5. Ability to work in a fast-paced, high-volume environment.
6. Strong organizational, problem-solving, and customer service skills.
7. Proficiency with Microsoft Office Suite.
Preferred Qualifications
1. Associate degree preferred.
2. 3-5 years of healthcare call center or patient access experience.
3. Epic experience preferred.
4. Previous lead, trainer, or mentoring experience preferred.
5. Knowledge of specialty scheduling workflows and referral management.
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
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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.
