Full job description REPORTING RELATIONSHIPS/SUPERVISORY RESPONSIBILITIES The Team Lead, Centralized Scheduling reports to the Manager, Centralized Scheduling. This position will serve as a mentor and role model for fellow schedulers.
POSITION SUMMARY The Team Lead, Centralized Scheduling is responsible for facilitating the concerted efforts of the Centralized Scheduling team to achieve and sustain desirable levels of customer service, accuracy of patient information, and efficiency.
ACCOUNTABILITIES *All duties listed below are essential unless noted otherwise*
Keep ProMedica's mission, "To improve your health and well-being", as the foundation of employment. Demonstrate personally and foster a work environment that includes ProMedica Values; Compassion, Innovation, Teamwork, and Excellence. Perform work and assign work based on identified work plans. Mentor and role-model for the team. Develop team members through orientation, group, and one-on-one training and in-service. Assist in identifying opportunities for improvement based on subject matter expertise. Strive for continuous improvement in daily, weekly, monthly, and ad hoc assignments. Model and coach continuous improvements focus for team members. Collaborate with other team leads and team members to execute on department initiatives. Ensure personal and team member understanding of policies and procedures to support adherence. Collect and report data related to KPI's and functional goals. Serve as a communication liaison between leaders and teams on important information. Documents performance deficiencies and makes recommendations based on data results. Assists with monitoring call volumes, abandonment rates, and call handle times to ensure team is meeting established service levels and provides direction during periods of high volumes. Assists in operations of the department and resolving any operational issues. Supports the manager in preparing the staff schedule. Works as a team member, including but not limited to answering calls, scheduling tests, and transcribing orders. This position can be worked remote.
Salary range: $31,200 - $79,248
REQUIRED QUALIFICATIONS Education : Must have a high school diploma or equivalent.
Skills : Experience working with customers and providing excellent customer service. Strong problem-solving techniques and interpersonal skills – including the ability to communicate effectively both orally and in writing. Demonstrated ability to multitask between heavy phone volume and frequent interruptions. Ability to work under pressure while interacting in a helpful and courteous manner.
Years of Experience : At least 2 years of hospital or physician office scheduling experience.
License: N/A
Certification: N/A
PREFERRED QUALIFICATIONS Education : N/A
Skills : N/A
Years of Experience : N/A
License: N/A
Certification: N/A
ProMedica is a mission-based, not-for-profit integrated healthcare organizational headquartered in Toledo, Ohio. For more information, please visit
Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact
Equal Opportunity Employer/Drug-Free Workplace
