Pros: generous compensation and paid time off, departmental awards and contests, friendly coworkers
Cons: pressure to hit goals, ambiguity in the company itself and the purpose for the services being provided, inconsistency, questionable managerial tactics
As a Scheduling Coordinator, most of my time consisted of making phone calls to Medicare Advantage members. The purpose of the call was to "sell" members on having an optional, no-cost, in-home health assessment provided by their Medicare provider. Most members have their own doctor(s), so this was quite a challenging feat sometimes.
I learned how to – more... adapt my sales techniques to the individual members and how to maximize the number of appointments that I made. During my time in this position, I trained approximately 40 Scheduling Coordinators and provided on the job coaching. I also served as a mentor for 7 Scheduling Coordinators.
This position also entailed using geographic resources, such as MapQuest and Bing, to map the physicians' schedules as there needed to be ample time for the physicians to see all the scheduled members for the day. There was also a need to determine which members to call based on where the doctor's starting location was going to be, the location of other members on the schedule for any given day, etc. It was also imperative to coordinate with the logistics department in reference to any conflicts or issues that arose during the day with the doctors or Medicare members.
As a Director of Scheduling, there was much more variety within my work day. I was assigned a team of 9 individuals that reported to me. I was responsible for anything regarding ADP, such as Paid Time Off, Time Off requests, Hours Worked, etc. There were many Microsoft Excel Spreadsheets that I was to refer to and enter in information on a daily basis. I gained vast knowledge on Microsoft Office products during this time. I was responsible for tracking the number of appointments made, appointments needed, and then placing doctors in areas accordingly. This position entailed mapping the schedules for doctors, as well as rescheduling and scheduling members. I held meetings with my team, both individually and as a group. I worked closely with other departments, such as: Quality Assurance, Client Services, Logistics, Recruiting, IT, and Human Resources. I listened and reviewed phone calls for team members and gave feedback. I was in charge of corrective action and tracking the progress of individuals on my team. I had strict goals and procedures to adhere to, as well.
This was a competitive department with monetary awards given to top producers. Most of my coworkers were sales-oriented individuals with a wide range of experience and various backgrounds.
The management made changes frequently. I think that this was probably due to the fact that this was a growing company. Over the years, I saw some definite favoritism and unfairness in how the employees were treated. There was a lack of consistency in the ways in which rules were enforced. I also feel like some of the pressure and demands put on the Scheduling Coordinators were unwarranted at times and somewhat unreasonable. The hardest part of my job would have to have been trying to accept these facts/situations as they arose.
The most enjoyable part of the job would have to be working with a great group of people. The pay was also enjoyable, especially the generous bonus structure. – less