Scheduler - National

Job description

Join BoldAge PACE and Make a Difference!
Why work with us?
• A People First Environment: We make what is important to those we serve important to us.
• Make an Impact: Enhance the quality of life for seniors.
• Professional Growth: Access to training and career development.

Competitive Compensation:
• Medical/Dental
• Generous Paid Time Off
• 401K with Match*
• Life Insurance
• Tuition Reimbursement
• Flexible Spending Account
• Employee Assistance Program

BE PART OF OUR MISSION!
Are you passionate about helping older adults live meaningful, independent lives at home with grace and dignity? BoldAge PACE is an all-inclusive program of care, personalized to meet the individual health and well-being needs of our participants. Our approach is simple: We listen to our participants and their caregivers to truly understand their needs and desires.
Scheduler - National
SUMMARY: The Scheduler- National Coverage is responsible for coordinating, scheduling, tracking, and supporting the timely delivery of participant services across multiple care settings. This role manages referrals, authorizations, appointments, provider communications, transportation coordination, and related documentation to ensure participants receive services in accordance with care plans, regulatory requirements, and organizational standards.
The Scheduler- National Coverage works collaboratively with providers, participants, caregivers, interdisciplinary team members, and operational partners to support efficient service delivery. The role may also perform Medical Records-related activities necessary to support scheduling functions, continuity of care, and service coordination. Accuracy, organization, customer service, and effective communication are critical to success in this position.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Scheduling Operations
• Review and process referrals, orders, authorizations, and requests for service.
• Coordinate and schedule participant appointments with external providers and service vendors.
• Communicate appointment details, schedule changes, cancellations, and updates to appropriate parties.
• Manage scheduling activities to ensure services are delivered within required timeframes.
• Monitor pending appointments and incomplete scheduling activities to ensure timely follow-up.
• Document scheduling activities accurately within designated systems.
• Coordinate transportation needs associated with appointments and services.
• Identify and resolve scheduling conflicts or barriers to service delivery.
• Maintain awareness of scheduling priorities and urgent service needs.

Provider & Service Coordination
• Communicate with provider offices, facilities, and service vendors regarding appointment scheduling and coordination.
• Assist with identifying providers capable of meeting participant service needs.
• Support coordination of services requiring prior authorization, special approval, or additional documentation.
• Facilitate communication between operational teams and service providers to ensure continuity of care.
• Maintain accurate provider-related scheduling information and documentation.

Medical Records Support
• Request, receive, and distribute medical records needed to support scheduling activities and participant care coordination.
• Assist with obtaining records from provider offices, hospitals, specialists, and other healthcare entities.
• Upload, route, and manage documentation according to department procedures.
• Support release of information activities as directed.
• Ensure records are available to support scheduled services and related care activities.
• Maintain confidentiality and security of all medical records and participant information.

Documentation & Compliance
• Maintain accurate and complete documentation of scheduling activities.
• Ensure work is completed in accordance with department policies, procedures, and workflow standards.
• Follow established processes related to referrals, scheduling, authorizations, transportation coordination, and medical records management.
• Comply with HIPAA requirements and organizational confidentiality standards.
• Support audit readiness through accurate documentation and record maintenance.

Customer Service & Communication
• Provide professional and timely customer service to participants, caregivers, providers, and internal stakeholders.
• Respond to scheduling inquiries and service coordination requests.
• Escalate complex scheduling issues, workflow concerns, and operational barriers to the Senior Scheduler when appropriate
• Support a positive participant experience through clear communication and timely follow-up.

Continuous Improvement
• Identify workflow challenges and opportunities for improvement.
• Participate in department initiatives related to quality, compliance, and process improvement.
• Support implementation of new workflows, systems, and operational processes.
• Participate in required training and educational activities.

Other Duties
• Participate in department meetings and organizational initiatives as assigned.
• Maintain confidentiality of participants, employees, and organizational information.
• Support departmental quality and compliance objectives.
• Perform other duties as assigned.

KPI REQUIREMENTS (Key Performance Indicators)
To support departmental performance and participant service delivery, this role will maintain Key Performance Indicators (KPIs) related to:
• Scheduling timeliness
• Appointment completion and tracking
• Work queue management
• Documentation accuracy
• Productivity
• Customer service
• Compliance with department workflows and standards

SUCCESS IN THIS ROLE
Success in this role is demonstrated through:
• Timely scheduling and coordination of participant services.
• Accurate documentation and record management.
• Effective communication with participants, providers, and operational partners.
• Consistent compliance with department workflows and standards.
• Achievement of productivity and quality expectations.
• Positive contribution to participant satisfaction and service delivery.
• Support of departmental goals related to service, quality, and operational excellence.

EDUCATION AND EXPERIENCE:
• High school diploma or GED required.
• Minimum one (1) year of experience in healthcare scheduling, referrals, authorizations, medical records, healthcare administration, customer service, or related healthcare operations preferred.
• Experience in a PACE, managed care, ambulatory care, hospital, or healthcare environment preferred.
• Experience working with geriatric or frail elderly populations preferred.
• Experience coordinating appointments, services, or referrals preferred.

PRE-EMPLOYMENT REQUIREMENTS:
• Must have reliable transportation, a valid driver's license, and the minimum state required liability auto insurance.
• Be medically cleared for communicable diseases and have all immunizations up to date before engaging in direct participant contact.
• Medicare/Medicaid exclusion lists, criminal history, education verification, license verification, reference check, and drug screen.

Full-time
Monday - Friday
Days