Patient Scheduling Associate - Radiology

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

The Patient Scheduling Associate is responsible for scheduling, rescheduling and canceling exams for patients. The Specialty Scheduler is responsible for scheduling complex procedures classified as Specialty Procedure s (i.e, LDCT, PET, Nuc Med). This person handles customer service-related requests, communicates preparations, handles call backs, and performs various other clerical tasks.

Responsibilities

Display excellent communication skills and telephone etiquette.; Exceptional written communication skills with a strong focus on quality and attention to detail.; Place outgoing calls to schedule patient exams when receiving scripts and electronic orders.; Answer incoming and place outgoing calls in a courteous and professional manner—identifies self and company.; The ability to handle interactions with a high degree of empathy and emotional intelligence.; Strong rapport building capabilities.; Keen eye for details with good probing and understanding skills.; Strong interpersonal skills with heavy focus on customer satisfaction and service.; Ability to de-escalate and recover difficult interactions.; Handle VIP Physician scheduling requests through phone call, and/or chat.; Place calls to referring physicians for patients expressing difficulty with scheduling.; Maintain self-control when dealing with difficult patients and or situations.; Show care and compassion for all callers.; Maintain good rapport with referring physicians, secretaries and clinical site staff.; Enter accurate information in RIS for appointment scheduling, rescheduling, cancellation and comment entry.; Update account information at the point of scheduling.; Properly schedule all procedures.; Utilize RIS filter screens to answer questions associated with insurance, procedures and preps.; Communicate and interact with all departments effectively and professionally.; Maintain professionalism with both internal and external customers.; Meet incoming call volume quota.; Fax reports as needed.

Requirements

Must be 18 years or older.; A minimum of 3-4 CXC/GCE/City & Guilds subjects inclusive of English Language, or a U.S. high school diploma or GED. CXC/CSEC, City & Guilds. I, II, III, GCE A, B, C, SSC 4, 5, JSCE Pass, NCTVET or HEART Level 1, 2, 3, and CCSLC - Competence & Mastery. ( Must have proof of qualifications); Prior Healthcare/Insurance experience preferred.; 2 years of BPO/Customer Service experience preferred.; Must have a valid (not expired) government issued ID, TRN and NIS card.; Must be able to pass a criminal background check and drug test as needed.; Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).; Must be able to train and / or work onsite at our Red Hills Road site.; Demonstrated ability to perform at a high level, to support our high volume of inbound calls.; Experience in customer service is an asset and preferred.; Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.; The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.; Excellent attention to detail.; A passion for helping customers and exceeding their expectations with high integrity.; Strong verbal and written communication skills and the ability to tailor styles to the audience; See through the eyes of the customer.; Excellent verbal and written communication skills, able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.; The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.; Ability to effectively organize, prioritize, multi-task and manage time.; Multi-tasking skills, showcased through the use of several applications, experience working with CRM applications preferred.; Basic PC keyboarding skills, basic Microsoft Office (Outlook, Word, Excel) experience required.; Ability to type over 30 WPM with 80% accuracy.; Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.; Inspire confidence and positively influence the behaviour, actions, and thoughts of others.