Epic Scheduling Team Lead
United States
New
Healthcare IT
13 hours agoPost Date
22201032Requisition #
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JOB RESPONSIBILITIES:
CTG is seeking a remote Epic Radiology Scheduling Team Lead to support a team of scheduling agents that will be helping patients in setting up appointments for mammograms, bone density exams, non-contrast MRIs.
The candidate would be expected to:
• Answer calls when required. This is an active Team Lead role.
• Participate in knowledge-gathering sessions with the client to develop training and knowledge reference materials for the team to use.
• Interact with the client when needed to continuously ensure that quality is being upheld and workflows being are followed.
• Train any new agents on the account on the specifics of their role.
• Monitor agent performance related to contact center metrics.
• Review agent interactions with patients to ensure that quality measures are being upheld.
• Support agents in their role by answering questions and making decisions when needed.
• Monitor agent performance related to contact center metrics.
• Coach and mentor agents to ensure they are successful.
REQUIRED SKILLS (primary and nice-to-have): (Required means that the client only wants to see candidates who have these skills).
Qualifications:
• Previous experience working with Epic EMR
• Previous experience working in a healthcare setting as either a medical assistant or central scheduler
• Experience with Radiology RIS system and processes
• Understands how radiology schedules
• Experience managing radiology scheduling staff
• Understand SLAs and managing SLAs
• Comfortable analyzing reporting for SLA and staff utilization
• Experience with a Workforce Management tool (Calabrio, Monet, etc.)
• Experience with ServiceNow and reporting from ServiceNow
• Experience with Amazon Connect (or similar Contact Center Management software)
• Professional and excellent communications skills
• Excellent use of excel, word, and PowerPoint
• Strong interpersonal skills
• Previous experience working from home a plus
• Bi-lingual with Spanish a plus (doesn’t have to be fluent)
CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit www.ctg.com.
Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations.
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.
Additional Information
Job Function: Service Technician
Education Level: High School Diploma/GED (11 years)
Work Remote: Yes
Travel: No
