Scheduler III PRIMARY FUNCTION: Provides advanced scheduling and patient access support within the Access Center, serving as a subject matter expert and escalation point for complex scheduling workflows. Functions as a key operational resource, managing high-volume inbound and outbound phone interactions, resolving complex scheduling issues, and promoting consistency and efficiency across departments. Supports patient access, throughput, and quality outcomes by coordinating care across multiple service areas while reinforcing standard work and best practices.
PRINCIPAL DUTIES AND
Performs advanced scheduling and registration functions through high-volume inbound and outbound calls across imaging, laboratory, and outpatient services, including complex and specialty appointments. Serves as the primary escalation point for complex scheduling issues, registration discrepancies, and patient concerns requiring advanced knowledge and resolution. Manages and supports real-time call flow, assisting with high-volume queues, urgent requests, and service level adherence.
Resolves complex scheduling conflicts and coordinates with clinical and operational teams to ensure appropriate, timely patient care. Provides real-time support and guidance to team members on scheduling workflows, systems, and best practices within a phone-based environment. Monitors scheduling accuracy, call trends, and workflow performance, identifying opportunities for improvement and reducing errors.
Conducts outbound calls as needed to support escalations, service recovery, and complex patient coordination. Utilizes electronic systems (e.g., Epic) to document, schedule, and manage patient encounters accurately and efficiently. Communicates effectively with team members and clinical partners using communication tools (e.g., chat platforms) to share updates, escalate concerns, and maintain workflow continuity.
Identifies process improvement opportunities and contributes to enhancements in scheduling workflows, guidelines, and operational practices. Supports onboarding and training of new team members, reinforcing Access Center workflows and expectations. Assists leadership in day-to-day operations by identifying workflow gaps, escalating trends, and supporting operational coordination.
Supports service recovery efforts by addressing escalated patient concerns and ensuring timely, professional resolutions. Maintains compliance with HIPAA, regulatory requirements, and departmental policies. Performs additional duties as assigned.
EDUCATION AND EXPERIENCE
- High School Diploma or equivalent required
- Minimum of 4 years of experience in healthcare scheduling, patient access, call center, or medical office setting required.
- Demonstrated experience handling complex scheduling scenarios and workflow coordination preferred
- Experience with electronic health records (e.g., Epic) strongly preferred
- Equivalent combination of education and experience may be considered KNOWLEDGE, SKILL, AND ABILITY
Advanced knowledge of scheduling, registration, and patient access workflows within a high-volume Access Center Strong understanding of imaging, laboratory, and outpatient service operations Advanced ability to manage high-volume inbound and outbound calls while meeting service level, quality, and accuracy standards Strong phone communication skills, including patient engagement, de-escalation, active listening, and professional service delivery Ability to independently resolve complex scheduling issues, access barriers, and escalated patient or provider concerns Ability to serve as a subject matter expert and provide workflow guidance and real-time support to team members in a phone-driven environment Strong attention to detail with a focus on accuracy, compliance, and error reduction during live patient interactions Strong critical thinking skills with the ability to assess information quickly and resolve complex scheduling and workflow issues independently Ability to multitask across telephony systems, scheduling platforms, and electronic health records in real time Ability to identify workflow improvement opportunities and contribute ideas to enhance Access Center efficiency and call handling processes Strong communication skills with the ability to share information clearly, professionally, and proactively across teams Demonstrated initiative and ability to take ownership of call resolution, workflow support, and operational follow-through Ability to work effectively in a fast-paced, high-pressure Access Center environment while maintaining accuracy, quality, and professionalism Ability to support, guide, and coach team members in a dynamic, phone-centered Access Center setting Strong organizational and time management skills with the ability to manage competing priorities during peak call volumes Demonstrated professionalism, leadership presence, emotional intelligence, and ability to maintain confidentiality SPECIAL REQUIREMENTS • Flexibility to support varying shifts, including evenings, weekends, or holidays as needed Hourly
$20.24 - $30.36 This pay rate/range represents ChristianaCare’s good faith and reasonable estimate of compensation at the time of posting. The actual salary within this range offered to a successful candidate will depend on individual factors including without limitation skills, relevant experience, and qualifications as they relate to specific job requirements. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.
Post End Date Oct 13, 2026 EEO Posting Statement ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program. To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/