Job Description

Job Title: Remote Centralized Scheduler

**This position is fully remote and able to be supported from any location. However, candidates must be available to work during the below specified timeframe, regardless of their location.**

Shift: Sunday - Thursday, 6:00AM - 3:00PM CEST / 12:00AM - 9:00AM EST

Summary

Remote Centralized Schedulers are part of a telework team who staff a remote call center scheduling remote counseling appointments. Centralized Schedulers schedule clinical counseling appointments for clients using calendar software that allows the scheduler to view all counselors’ schedules and provide information and referral services when appropriate.

This position is remote but must be located within commutable distance of a military installation for the purposes of CAC issuance. Centralized Schedulers will work normal business hours within their area of operation. It may be necessary to adjust work shifts on occasion to ensure consistent coverage. This will be scheduled ahead of time in partnership with each Centralized Scheduler.

Essential Duties and Responsibilities

• Remote Centralized Schedulers shall perform remote centralized scheduling functional tasks telephonically or via email.
• Receive, screen, schedule and direct callers requesting remote clinical counseling services as well as scheduling appointments with a remote counselor in the assigned area where the client is physically located.
• Correspond with clients, including ensuring paperwork is completed and returned and uploaded into a centralized system.
• Maintain current schedules of remote clinical counseling appointments in the assigned area.
• Manage daily scheduling to ensure that clients are notified of unscheduled staff absences as soon as possible, and that appointments are rescheduled at client’s request in a timely manner.
• Maintain direct service metrics for all staff for whom scheduling services are provided.
• Screen and connect distraught or potentially difficult callers to a Remote Clinical Counselor or a Remote Clinical Counseling Supervisor.
• Comply with telework expectations with respect to information security and protection of personally identifiable information, as well as current client Telehealth Guidance.
• Responds well in pressured, crisis situations.
• Demonstrates excellent customer service skills.
• Ability to communicate orally and in writing.

Supervisory Responsibilities

• This job has no supervisory responsibilities.

Required Qualifications

• High School diploma/GED
• Two plus years’ demonstrated experience providing administrative support in a medical or other social services office setting.
• Excellent demonstrated abilities in computer and office automation software.
• Candidate must have strong technology skills, as well as ability to navigate multiple computer systems simultaneously.
• Strong Data Entry/Typing Skills with a high degree of accuracy.
• Excellent oral and written communication skills.  
• Excellent interpersonal skills.
• This position requires a dedicated home office space and home internet service through a broadband internet service provider.
• Experience working in a virtual environment.
• Must be physically located within a reasonable commuting distance of a military installation.
• Must be able to work core business hours of the assigned area of responsibility.
• Must be able to flex hours in times of surge or crisis.
• Must be able to obtain a US passport for travel.

Preferred Qualifications

• Live local to the area of responsibility.
• Knowledge of basic counseling terms as they apply to various illnesses and treatments.
• Experience using comprehensive scheduling program to serve multiple locations.
• Professional experience in a call center environment.

Other Requirements:

All positions that require access to U.S. Government facilities and systems require U.S. Citizenship, and reliable transportation to travel to assigned locations and nearby facilities. Candidates must successfully complete and clear the full government background check process based on your role.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Ability to work both independently and as part of a team.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; ; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Physical Demands: Works in home office area.  Sits, stands, bends, lifts, and moves intermittently during working hours. Uses contractor-provided computer, telephones, and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment:  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must have a dedicated professional workspace that provides a secure, private environment suitable for scheduling of client appointments and is free of distractions or personal commitments during the workday or after hour shifts.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer

Compensation is based on geographic location and experience. Wages are available upon request.