STAMFORD HEALTH IS COMMITTED TO PREVENTING THE SPREAD OF INFECTIOUS DISEASES AND CARES ABOUT YOUR HEALTH AND THE HEALTH OF OUR EMPLOYEES. TO THAT END, IF YOU ARE INVITED TO INTERVIEW IN ONE OF OUR OFFICES/CAMPUSES, AND YOU OR A MEMBER OF YOUR FAMILY AND/OR SIGNIFICANT OTHER IS EXPERIENCING SYMPTOMS (I.E. FEVER, COUGHING OR OTHER RESPIRATORY SYMPTOMS) AND HAVE TRAVELED OUTSIDE THE TRI-STATE AREA IN THE PAST 14 DAYS, OR YOU SIMPLY DON’T FEEL WELL, PLEASE INFORM THE HR REPRESENTATIVE IMMEDIATELY SO WE MAY SCHEDULE YOUR INTERVIEW FOR A LATER DATE

STAMFORD HEALTH IS LOOKING FOR A FULLTIME MONDAY-FRIDAY 8AM-5PM CENTRAL SCHEDULING REPRESENTATIVE.

Under General Supervision, theCentral Scheduling Representative will provide centralized answering services to schedule medical procedures and/or appointments within the Stamford Health System. This position will act as the first “welcome” to the caller.  In addition to scheduling medical appointments and/or procedures, the Radiology Central Scheduling Representative will also perform duties including, but not limited to fielding patient inquires, concerns, and requests.

The Central Scheduling Representative will instill loyalty by anticipating patient needs, displaying genuine interest, and providing accurate and efficient service to all patient and customer callers. As appropriate, the position will elicit required patient information and inquiries and follow established protocols to schedule patient medical procedures and/or appointments within the Stamford Health System. He/she will ensure that patients’ needs are met and promote the optimum Patient Experience. The Radiology Central Scheduling Representative will establish and maintain effective relationships with patients and/or their families via active listening, empathy, rapport, courtesy, respect and professionalism. 

Required Skills

1. Make outbound calls and/or respond to telephone inquiries from patients, physicians, employees, and other callers regarding referrals, appointments and services within the Stamford Health system in accordance with established Stamford Health guidelines.
2. Utilize protocols to schedule procedures and/or appointments and meet established Contact Center performance goals.
3. Utilize Stamford Health’s Healthcare systems, Contact Center applications, reference materials, websites and various tools to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
4. Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
5. During all customer interactions, display characteristics of inquiry, empathy, courtesy, and respect.
6. Proactively read emails daily and keep up to date on all communications.
7. Demonstrate behavior consistent with Stamford Health’s mission, vision, goals, objectives, and patient care philosophy.
8. Participate in multidisciplinary quality and service improvement teams as appropriate.
9. Must be committed to providing excellent service to Stamford Health’s customers.

Required Experience

1. A High School diploma or an equivalent is required.
2. 1 to 2 years Contact Center/Customer Service experience is required, preferably with Radiology examination scheduling experience.
3. Working knowledge of Call Center metrics, EHR and EMR scheduling system strongly preferred.
4. Must be able to type accurately (40 WPM), sit for prolonged periods of time and able to wear a headset.
5. Must be computer/PC literate and facile in navigating among different applications/systems and websites.
6. Must have solid verbal communication skills and interpersonal skills - comfortable interactions with customers on phone (and via other channels); ability to listen, maintain rapport, show empathy, and use proper telephone etiquette; good grammar, articulation, and speech clarity.
7. Must have mastery of the English language - spoken and written (bi-lingual a plus).
8. Must be highly dependable, flexible, a team player, and receptive to change; and able to learn quickly and retain new information.

1. Make outbound calls and/or respond to telephone inquiries from patients, physicians, employees, and other callers regarding referrals, appointments and services within the Stamford Health system in accordance with established Stamford Health guidelines.
2. Utilize protocols to schedule procedures and/or appointments and meet established Contact Center performance goals.
3. Utilize Stamford Health’s Healthcare systems, Contact Center applications, reference materials, websites and various tools to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
4. Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
5. During all customer interactions, display characteristics of inquiry, empathy, courtesy, and respect.
6. Proactively read emails daily and keep up to date on all communications.
7. Demonstrate behavior consistent with Stamford Health’s mission, vision, goals, objectives, and patient care philosophy.
8. Participate in multidisciplinary quality and service improvement teams as appropriate.
9. Must be committed to providing excellent service to Stamford Health’s customers.