Lead, Medical Practice Office (1617)

US Heart and Vascular is in need of a Call Center Specialist Lead to join our team at Heartland Cardiology in Wichita, KS.

Responsibilities:

Scheduling & Appointment Management

• Oversee and coordinate scheduling for new and existing patients via phone and in person, including physician-to-physician calls and external provider offices.
• Ensure optimal use of scheduling systems by matching physician/clinician availability with patient preferences.
• Monitor and maintain accuracy of appointments, reschedules, follow-ups, cancellations, and additions, ensuring updates are entered daily with minimal errors.
• Ensure testing appointments and required patient paperwork are sent accurately and in a timely manner.
• Assist in maintaining scheduling data integrity to support reporting and analysis of patient flow and staffing patterns.

Call Management & Customer Service Leadership

• Ensure incoming calls are answered promptly, professionally, and routed appropriately.
• Serve as a resource for staff by handling escalated or complex calls when needed.
• De-escalate irate or distressed callers and patients using strong customer service and conflict-resolution techniques.
• Reinforce consistent, courteous, and patient-centered communication standards among team members.

Team Support & Coverage

• Serve as backup support for check-in and check-out functions during staffing shortages or high patient volume.
• Provide guidance and support to front desk and scheduling staff to ensure workflow continuity and efficiency.
• Assist with scanning and administrative duties during downtime as needed.

Communication & Coordination

• Communicate proactively with physicians, clinicians, and clinic staff regarding scheduling issues, patient concerns, and workflow needs.
• Identify system issues or process concerns and escalate them to the Non-Clinical Manager with recommendations for improvement.

Quality Control & Accountability

• Ensure compliance with clinic policies, procedures, and customer service standards.
• Monitor daily operations for accuracy, efficiency, and professionalism.
• Support continuous improvement of front desk and scheduling processes.

Additional Duties

• Perform other related duties as assigned to support clinic operations and patient care.

Requirements:

• High School diploma or equivalent.
• Minimum of three years of scheduling experience.
• Knowledge of cardiology preferred.
• Pre-cert and referral knowledge helpful.
• Ability to use multi-line phone system, including transferring calls and paging.
• Ability to speak clearly and loudly enough to be heard by callers and patients.
• Knowledge of medical terminology and organization services.
• Excellent communication skills.

About Wichita, KS:

Wichita is affordable, with a strong job market in aerospace, healthcare, and manufacturing. The cost of living is low, making homeownership easier. It has a growing arts scene, great schools, and plenty of parks. With urban perks and small-town charm, Wichita is a great place to live.