Tier 3 Scheduler - Multiple Shifts

Description Tier 3 Scheduler Schedule: Monday–Friday, 8 AM to 4:30 PM or 10 AM to 6:30 PM Reports To: Call Center Manager About Precision Imaging Centers Precision Imaging Centers is a fast-growing, patient-focused diagnostic imaging organization providing advanced MRI, CT, Mammography, Ultrasound, and X-ray services throughout Northeast Florida. Our mission is simple: to deliver superior care and exceptional clarity. We pride ourselves on compassionate service, state-of-the-art technology, and a team culture built on excellence, collaboration, and continuous growth. We are currently seeking a skilled Tier 3 Agent to join our Scheduling/Call Center team. This is a key role supporting high-volume patient interactions and ensuring a seamless, accurate scheduling experience. This is a remote, work from home position. Job Summary A Tier 3 Agent is responsible for handling inbound and outbound calls for general scheduling, auto/legal scheduling, breast scheduling, and text line messaging. The Tier 3 Agent must demonstrate strong knowledge of breast scheduling protocols across all locations, communicate with patients professionally in a clinical setting, follow Director of Breast Imaging protocols, and review provider orders for accuracy and compliance. Contacting providers to clarify protocols may be required, with guidance available from a technologist, lead, or supervisor. Key Responsibilities Handle inbound/outbound calls for general, auto/legal, and breast scheduling; answer calls within 20 seconds to ensure efficient patient support. Maintain required productivity standards: minimum 25 exams scheduled per day and 80 calls made/received daily . Collect and verify health insurance and financial information according to established protocols. Review patient orders, demographics, and insurance details for accuracy. Identify complex situations and escalate to senior schedulers or supervisors as appropriate. Provide call triage support, including messages for other departments. Respond to text line messages within 3 minutes. Manage worklists assigned by the Breast Scheduling Lead or Call Center Manager. Respond to scheduling-related emails and correspondence. Use Ikonopedia to manage follow-up recommendations. Clearly explain preparation instructions to patients. Discuss costs with patients and accurately answer billing questions. Contact referring providers to obtain missing or unclear order information. Schedule auto/legal patients for transportation using Uber Business. Maintain high accuracy while multitasking in a fast-paced environment. Receive and process incoming faxes promptly and correctly. Qualifications High school diploma or equivalent required Previous experience in healthcare appointment scheduling preferred, especially in breast imaging Customer service experience required Experience with insurance authorization and healthcare contracts preferred Knowledge of medical terminology, diagnostic procedures, and billing/authorization helpful Strong verbal communication, problem-solving, and organizational skills Ability to follow detailed instructions with accuracy Ability to meet tight deadlines while delivering excellent customer service Ability to multitask efficiently with speed and accuracy Internal candidates must meet all current job expectations (KPI, metrics, quality) Physical & Lifting Requirements Extended periods of sitting and phone/computer work Occasional minimal repetitive motions: bending, stooping, twisting, walking, standing, reaching overhead Light pushing or pulling as needed Benefits (Full-Time Employees) Precision Imaging Centers offers a comprehensive benefits package, including: Medical, Dental, and Vision insurance Company-paid Life Insurance Short- and Long-Term Disability options 401(k) with company match Paid Time Off and Paid Holidays Employee Assistance Program Employee Imaging Discounts Opportunities for career development and internal growth Requirements High school diploma or equivalent required Previous experience in healthcare appointment scheduling preferred, especially in breast imaging Customer service experience required Experience with insurance authorization and healthcare contracts preferred Knowledge of medical terminology, diagnostic procedures, and billing/authorization helpful Strong verbal communication, problem-solving, and organizational skills Ability to follow detailed instructions with accuracy Ability to meet tight deadlines while delivering excellent customer service Ability to multitask efficiently with speed and accuracy Internal candidates must meet all current job expectations (KPI, metrics, quality)