Benefits:

Dental insurance

Free uniforms

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Wellness resources

Position Title: Scheduler Team Lead Location: Good Shepherd Community Clinic, Inc. Reports to: Patient Experience Manager

Mission: The GSCC exists so that the working poor and others who lack healthcare access receive quality care and improved health outcomes.

Vision: Empowering Well-Being

Core Values: Love, Respect, Fight, Resilience, and Flexibility

Position Overview

The Scheduler Team Lead at Good Shepherd Community Clinic is responsible for overseeing scheduling operations, ensuring optimal provider schedule utilization, and reducing no-show rates. This role requires strong leadership, data analysis, and effective patient communication to enhance efficiency, maximize appointment availability, and improve patient access to care. The Lead Scheduler also monitors scheduling trends, insurance verification processes, and financial responsibilities, ensuring compliance with GSCC policies, FQHC guidelines, and HIPAA regulations while delivering patient-centered service.

Key Responsibilities

Scheduling Management & Optimization

Ensure provider schedules remain full by proactively monitoring utilization rates and adjusting appointments as needed.

Track and analyze no-show trends to implement targeted patient outreach and follow-up strategies.

Collaborate with the Patient Experience Manager and RN Care Manager to maintain a balanced appointment mix (e.g., routine visits, sick visits, and follow-ups).

Optimize scheduling templates to align with patient demand and clinic efficiency goals.

Implement best practices to reduce appointment gaps and cancellations, ensuring operational efficiency.

Patient Communication & Outreach

Lead efforts to reduce no-show rates through reminder calls, text messages, and patient education on the importance of keeping appointments.

Work closely with the patient experience teams to improve patient scheduling adherence.

Identify and follow up with patients who frequently miss appointments to understand barriers and offer solutions.

Ensure all patient interactions align with FQHC access-to-care goals and maintain strict HIPAA compliance.

Insurance & Financial Responsibilities

Oversee insurance verification processes, ensuring accuracy and efficiency in validating patient coverage.

Ensure correct application of the Sliding Fee Discount Program (SFDP), co-pays, and outstanding balances.

Educate schedulers on proper handling of insurance eligibility, prior authorizations, and payment collection at the time of scheduling.

Assist in resolving scheduling-related billing issues to minimize financial barriers for patients.

HIPAA Compliance & Confidentiality

Ensure all patient information is handled securely and in compliance with GSCC Privacy Policy and HIPAA regulations.

Train and monitor scheduling staff on HIPAA guidelines in verbal, written, and electronic communications.

Report any potential HIPAA violations or security concerns immediately to the appropriate compliance officer.

Team Leadership & Training

Supervise and train scheduling staff to ensure consistency, professionalism, and adherence to FQHC scheduling policies.

Develop and implement ongoing training programs to enhance scheduler competency in EHR systems, insurance verification, and patient engagement strategies.

Provide leadership in problem-solving and escalation management for complex scheduling issues.

Qualifications & Skills

Experience:

Technical Skills: Proficiency in EHR scheduling systems (Athena preferred), insurance verification, and reporting tools.

Analytical Skills: Ability to track and interpret scheduling data, identify trends, and implement improvements.

Leadership Skills: Experience in team management, coaching, and performance monitoring.

Communication Skills: Strong verbal and written communication abilities, with the capacity to effectively engage patients and clinical teams.

Problem-Solving Abilities: Proactive approach to resolving scheduling conflicts and patient access challenges.

Customer Service Orientation: Commitment to providing a positive patient experience while balancing operational efficiency.

HIPAA Knowledge: Deep understanding of HIPAA regulations and patient confidentiality protocols.