Bilingual Remote Scheduling Supervisor - Patient Access Center

Job Summary 
As a Scheduling Specialist-Supervisor at Community Health Systems (CHS) - Patient Access Center, you’ll play a vital role in supporting our purpose to help people get well and live healthier by providing safe, quality healthcare, building enduring relationships with our patients, and providing value for the people and communities we serve. 

Our team members enjoy a robust benefits package including:

•  Paid Time Off (PTO)
• Comprehensive Health Benefits - Medical, Dental & Vision
•  401k with company match
• Tuition reimbursement 

The Scheduling Specialist-Supervisor oversees a team of scheduling specialists within a high-volume, call-driven PAC. This role ensures efficient operations by managing staff performance, monitoring call metrics, and maintaining high levels of customer service. The supervisor acts as a key point of contact for resolving escalations, implementing process improvements, and ensuring scheduling protocols align with departmental goals and healthcare compliance standards. 

Essential Functions

• Acts as a resource to Scheduling Specialists for all PAC guidelines, processes and applications.
• Trains new hires to department standards and processes. Assist with ongoing training and education of staff.
• Takes escalated calls and complaints from patients, family members, insurance companies or other entities.
• Assists with delegation of outbound call list and tracking.
• Accurately schedules for Specialty and PCP practices and correctly handle complex rule sets across multiple Medical Groups and Markets.
• Maintains optimal productivity for call handling and wrap-up.
• Ensures and requests appropriate referrals and/or authorizations are present for specialty care. Maintain knowledge of insurance-specific referral and prior authorization requirements.
• Follows scheduling protocols and guidelines. Utilizes critical thinking to determine which processes to apply to specific situations.
• Determines calls with urgent needs and complete warm transfer to clinic staff.
• Researches patient requests in the medical record and provides information to patient or other entity.
• Monitors inboxes in EMR to ensure return communication from the clinic is handled promptly.
• Obtains information regarding refills, clinical questions, referrals, services, etc. Enter documentation and communication within EMR for non-urgent clinical calls.
• Sets a positive example for other Scheduling Specialists as it relates to job performance and expectations. Maintain professional communication standards through verbal and electronic communication methods.
• Collects insurance and pre-certification information from callers, validates insurance eligibility and correct PCP assignment.
• Adheres and complies to all policies and procedures.
• Attends educational sessions and department meetings as scheduled.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.
• This is a fully remote opportunity.

Qualifications

• H.S. Diploma o