Scheduler/Customer Service Representative

Work Schedule: 

Position operates on an alternating weekly basis

• Monday to Friday (8:30a - 5:00p)
• Monday, Tuesday, Thursday, Friday, & Saturday (8:30a - 5:00p)

Position Summary:

The Scheduling Coordinator is responsible for providing exceptional customer service by promptly and professionally addressing inquiries and complaints. This role requires strong communication skills, in-depth knowledge of company products and programs, and the ability to work effectively within a team environment.

Essential Duties and Responsibilities:

• Answer phone calls in a professional and timely manner.
• Manage and update schedules by matching caregiver skills to client needs and handling last-minute changes.
• Triage heavy phone volume efficiently.
• Review and approve schedules weekly for billing and payroll.
• Serve as a liaison between caregiver staff, clients, families, and other back-office employees.
• Learn and utilize new software to document all activities in a shared database.
• Maintain composure and work effectively in a fast-paced environment.
• Demonstrate excellent customer service skills.
• Utilize strong critical thinking and problem-solving abilities.
• Be familiar with New Castle and Kent Counties for mapping locations.
• Perform other duties as assigned.

Qualifications:

• High School Diploma or GED equivalent required.
• Associate's degree preferred.
• Previous experience as a scheduler in a medical-related field is advantageous.
• Proven track record of providing excellent customer service.
• Knowledge of medical terminology and coding is necessary.
• Strong problem-solving skills.
• Proficiency in data entry and computer skills, including Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Ability to maintain confidentiality.
• Ability to work independently with minimal supervision.
• Must pass background checks, drug screening, a doctor's physical, and a 2-step PPD test.