Scheduling agent job description

ATI's Central Scheduling Agent Team is dedicated to providing a five-star customer experience to prospective incoming patients to ATI Physical Therapy.

As a Central Scheduling Agent you will provide the best solutions and options for our patients and callers. You will be responsible for supporting the overall intake process of all patient referrals received through inbound phone calls and facilitate outbound calls for referrals received by email or via fax within established department standards in a friendly and upbeat manner.
Work Schedule: 8:00 a.m. - 6:00 p.m.

What you will bring to be successful:

* Experience in customer service
* Experience working in an office environment using telephone and computer systems
* Knowledge of the healthcare industry

ATI offers an attractive total compensation package with best in class, customizable benefits plan including:

* Medical, Dental,Vision Insurance
* An exceptional 401k plan
* At ATI, we care about your work life balance. We want you to enjoy your time away from work by utilizing our competitive PTO plan
* Being a healthcare company, we understand what it means to feel safe and healthy. ATI provides a bank of sick time to use for emergencies
* Paid holidays
* And the ability to add in and customize benefits like our popular pet insurance

This is an opportunity to join the best Physical Therapy Company in the world while learning great skills that will help your personal and professional growth. We are the largest physical therapy company under one brand name in the U.S., but also pride ourselves on our small-practice, family-like atmosphere.

Responsibilities

* Responsible for scheduling patients for physical therapy needs.
* Maintains strict confidentiality with patient information.
* Support patients by sharing important and relevant information with callers that promotes options and resources.
* Collaborate with other departments and clinics to ensure patient's needs are met.
* Build relationships with external business partners that include physicians, attorneys, nurses, case managers, and other healthcare groups.
* Engage and productively participate in team meetings, huddles, and training.

Qualifications

Minimum Education

Required

* A High School Diploma or Equivalent

Preferred

* Bachelor's Degree in healthcare related field

Preferred:

* 1 year in a customer service environment with some knowledge of the healthcare industry.
* 1 year of working in an office environment

Knowledge Skills and Abilities

* Excellent inbound and outbound telephone rapport building skills, assessing the needs of prospective new patients, and communicating the value of ATI Physical Therapy services. Securing and accurately scheduling an appointment for each referral according to departmental workflows.
* Adhere to all required steps in established referral intake workflows and supporting all work queues within SLA's. Accurate entry of all information into all system. Complete all follow up work with both prospective patients and internal/external business partners.
* Demonstrate superior communication skills, both written and verbal.
* Being open, flexible, and demonstrating the ability to cross train to support similar work area in department.
* Understand and exercise the use of internal management escalation processes to resolve any barriers to scheduling referrals, patient, or caller's concerns.
* Composure, professionalism, friendliness, and empathy in all interactions with callers and team members.
* Strong attention to detail, superior customer service skills, and ability to multi-task with strong computer skills are necessary with effective critical thinking.
* The qualified candidate will be ready to work in a fast-paced and rapidly changing environment.