Scheduler, Central Scheduling (3025)

Position Summary:

The Scheduler, Central Scheduling supports patient access by coordinating appointments and services across multiple Trinity Health locations. This role manages a high volume of incoming calls, gathers accurate patient and insurance information, and schedules services in accordance with departmental guidelines and provider availability. Working as part of a collaborative access team, the scheduler delivers courteous, efficient communication while ensuring complete and accurate data entry to support timely, well-organized clinical operations. This position also assists front-desk teams during periods of lower call volume, contributing to smooth service continuity and a positive patient experience across the health system.

Key Responsibilities:

• Manage incoming calls efficiently, using established call scripts and scheduling protocols to obtain accurate patient demographics, insurance details, and appointment needs.
• Schedule appointments and procedures across departments, ensuring correct provider selection, preparation requirements, and documentation of all relevant information.
• Maintain accurate electronic records by entering and updating patient information, insurance details, and scheduling notes in the appropriate systems.
• Provide clear, courteous communication to patients, addressing questions, confirming instructions, and assisting with navigation of Trinity Health services.
• Collaborate with clinic and registration staff to resolve scheduling conflicts, verify information, and support seamless patient flow.
• Assist reception or front-desk functions as needed, maintaining customer service standards and supporting consistent patient access operations.

Licenses and Certifications Required:

• None

Educational Requirements:

• HS Diploma or GED, preferred

Experience Requirements:

• Customer service experience or training, required.
• Preferably six (6) months minimum.
• Experience in a call center setting, preferred Computer experience, required Medical terminology knowledge, preferred Experience with computer appointment software, preferred.

Special Skills or Training Requirements:

• Ability to communicate effectively on the telephone.
• Ability to demonstrate good judgement in handling calls efficiently and appropriately.
• Exceptional interpersonal, customer service, problem solving, verbal and written communication and conflict resolution.
• Ability to handle confidential and sensitive information.
• Ability to work in a fast paced environment; working efficiently and multitasking.
• Compliance with all Privacy and Confidentiality Standards per Trinity's policies.

Physical Requirements:

The Scheduler, Central Scheduling primarily works in an office or call center environment that requires prolonged periods of sitting, keyboard use, and telephone communication. The role may involve occasional light lifting of office materials, files, or supplies. Adequate vision, hearing, and manual dexterity are necessary for computer-based tasks, accurate data entry, and effective communication.

Environmental Requirements:

This position functions in a typical administrative office or call center setting with frequent phone activity, computer use, and periodic workflow fluctuations. The environment may involve frequent interruptions, time-sensitive tasks, and a need for sustained concentration and professionalism. Compliance with privacy, confidentiality, and Trinity Health information-security requirements is essential to protect patient information.