Lead Scheduling Coordinator

Responsibilities

The Lead Scheduling Coordinator serves as a senior operational resource within the regional scheduling team, by providing oversight, coordination, and problem resolution to ensure the timely and successful progression of specialty referrals. In this remote role, the incumbent functions as a key support to the Regional Manager, Scheduling by maintaining workflow continuity, monitoring referral status, providing mentorship, guidance and skill development to Scheduling Coordinators, and addressing barriers that may delay participant care. Ensures adherence to established procedures and service standards while promoting efficiency and accountability across the regional team. plays a critical role in safeguarding data integrity, optimizing operational processes, and ensuring that participants receive timely and coordinated specialty care.



Essential Functions and Work Responsibilities



Functional Category:

Performance, Process & Quality Management


- Regional Stewardship & "Float" Support: As the lead coordinator, you will help to keep centers balanced and provide "virtual float" support—stepping in personally to process referrals for centers that are short-staffed or facing high backlogs when needed.
- Complex Problem Solving: Take ownership of "stuck" or unsolvable orders. You will be the primary specialist tasked with breaking through administrative barriers, engaging in professional advocacy with unresponsive provider offices, and getting delayed referrals back on track.
- Quality & Audit Leadership: Conduct daily and weekly audits of EPIC Work Queues. You will ensure all specialty orders meet our 7-day aging standards and perform the initial "data scrubs" and validations that inform regional performance feedback.
- Subject Matter Expertise: Serve as the designated go-to mentor for center coordinators. Whether it’s a question about a workflow, a specific provider, or EPIC navigation, the team will look to you first for guidance.
- Strategic Partnership: Support the Regional Scheduling Manager in training new hires, running CAP data, and identifying recurring training gaps. You will also act as the primary backup point of contact for urgent matters during the Manager's absence.
- Voicemail Management: Audit regional mailboxes first thing in the morning; forward any messages from 3:00 PM the previous day that remain unaddressed. Re-review at noon to ensure all messages are being handled.
- Workflow Integrity: Monitor EPIC pools and the "Outside Scheduling Follow-up" WQ. Verify that every referral is “actioned” within 48 hours of entry.
- Audit & Reporting: Update quality tracking spreadsheets and audit Department Appointment Reports (DAR) to ensure check-in/out protocols are completed.
- Clinical Liaison: Assist staff in escalating orders lacking necessary clinical details to the Medical Director or Clinical Manager as needed.
- Epic Pool In-basket Management: Generate weekly reports for leadership on pool health and unaddressed message aging.
- Any additional tasks provided by Regional Scheduling Manager.


Estimated Percent of time Spent – up to 75%



Functional Category:

Escalations Management


- Forward Planning: Perform weekly queue reviews to notify the team of orders due; confirm all referrals for the following week are reviewed and successfully faxed.
- Data & Grievances: Prepare data for Daily CAP meetings and conduct initial reviews of scheduling-related grievances to support leadership in coaching discussions.


Estimated Percent of time Spent – up to 25%



Travel

2% to 5%



Qualifications



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



REQUIRED



Education: High school diploma or equivalent is required



Work Experience and Qualifications:


- Minimum of 3 years of medical scheduling experience, with a proven track record of handling complex specialty referrals and peer leadership.
- Technical Skills: Mastery of EPIC and Microsoft Office for data tracking.
- 1+ yr administrative, clerical experience, and medical administrative experience that includes filing, record keeping, data entry and providing customer service
- Must have recent medical scheduling experience within the last 1-2 years of employment
- Remote work experience
- Medical Terminology





PREFERRED



Licensure, Certification, Registration or Designation


- Current state issued Certified Nursing Assistant (CNA) license and/or Medical Assistant certificate 


Work Experience and Qualifications


- Education Using Epic EMR
- Clinic health care experience in a geriatrics setting 
- Experience as a Nursing Assistant in home care, long-term care, daycare or group home