Tier 3 Scheduler

Apply Job Type Full-time Description - Tier 3 Scheduler - Schedule: Multiple schedules are available including Monday through Friday 11:30 AM to 8 PM; or Saturday, Sunday, Monday 8 AM to 6:30 PM. Additional schedules may be available based on business needs. - Reports To: Call Center Manager - About Precision Imaging Centers - Precision Imaging Centers is a fast-growing, patient-focused diagnostic imaging organization providing advanced MRI, CT, Mammography, Ultrasound, and X-ray services throughout Northeast Florida. - Our mission is simple: to deliver superior care and exceptional clarity. - We pride ourselves on compassionate service, state-of-the-art technology, and a team culture built on excellence, collaboration, and continuous growth. - We are currently seeking a skilled Tier 3 Agent to join our Scheduling/Call Center team. - This is a key role supporting high-volume patient interactions and ensuring a seamless, accurate scheduling experience. - This is a remote, work from home position. Job Summary - A Tier 3 Agent is responsible for handling inbound and outbound calls for general scheduling, auto/legal scheduling, breast scheduling, and text line messaging. - The Tier 3 Agent must demonstrate strong knowledge of breast scheduling protocols across all locations, communicate with patients professionally in a clinical setting, follow Director of Breast Imaging protocols, and review provider orders for accuracy and compliance. - Contacting providers to clarify protocols may be required, with guidance available from a technologist, lead, or supervisor. Key Responsibilities - Handle inbound/outbound calls for general, auto/legal, and breast scheduling; answer calls within 20 seconds to ensure efficient patient support. - Maintain required productivity standards: minimum 25 exams scheduled per day and 80 calls made/received daily. - Collect and verify health insurance and financial information according to established protocols. - Review patient orders, demographics, and insurance details for accuracy. - Identify complex situations and escalate to senior schedulers or supervisors as appropriate. - Provide call triage support, including messages for other departments. - Respond to text line messages within 3 minutes. - Manage worklists assigned by the Breast Scheduling Lead or Call Center Manager. - Respond to scheduling-related emails and correspondence. - Use Ikonopedia to manage follow-up recommendations. - Clearly explain preparation instructions to patients. - Discuss costs with patients and accurately answer billing questions. - Contact referring providers to obtain missing or unclear order information. - Schedule auto/legal patients for transportation using Uber Business. - Maintain high accuracy while multitasking in a fast-paced environment. - Receive and process incoming faxes promptly and correctly. Qualifications - High school diploma or equivalent required - Previous experience in healthcare appointment scheduling preferred, especially in breast imaging - Customer service experience required - Experience with insurance authorization and healthcare contracts preferred - Knowledge of medical terminology, diagnostic procedures, and billing/authorization helpful - Strong verbal communication, problem-solving, and organizational skills - Ability to follow detailed instructions with accuracy - Ability to meet tight deadlines while delivering excellent customer service - Ability to multitask efficiently with speed and accuracy - Internal candidates must meet all current job expectations (KPI, metrics, quality) Physical & Lifting Requirements - Extended periods of sitting and phone/computer work - Occasional minimal repetitive motions: bending, stooping, twisting, walking, standing, reaching overhead - Light pushing or pulling as needed Benefits (Full-Time Employees) - Precision Imaging Centers offers a comprehensive benefits package, including: - Medical, Dental, and Vision insurance - Company-paid Life Insurance - Short- and Long-Term Disability options - 401(k) - Paid Time Off and Paid Holidays - Employee Assistance Program - Employee Imaging Discounts - Opportunities for career development and internal growth Requirements - High school diploma or equivalent required - Previous experience in healthcare appointment scheduling preferred, especially in breast imaging - Customer service experience required - Experience with insurance authorization and healthcare contracts preferred - Knowledge of medical terminology, diagnostic procedures, and billing/authorization helpful - Strong verbal communication, problem-solving, and organizational skills - Ability to follow detailed instructions with accuracy - Ability to meet tight deadlines while delivering excellent customer service - Ability to multitask efficiently with speed and accuracy - Internal candidates must meet all current job expectations (KPI, metrics, quality)