Tier 3 Scheduler

Description

Tier 3 Scheduler

Schedule: Multiple schedules are available including Monday through Friday 11:30 AM to 8 PM; or Saturday, Sunday, Monday 8 AM to 6:30 PM. Additional schedules may be available based on business needs.

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) 
• 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)