Lead Scheduling Specialist

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RAYUS Radiology is looking for a Lead Scheduling Specialist to join our team. We are challenging the status quo by shining light on radiology and making it a critical first step in diagnosis and proper treatment. Come join us and shine brighter together! As a Lead Scheduling Specialist, you will be responsible for providing leadership to a team of Scheduling Specialists, ensuring effective training, process improvement, quality assurance, culture stewardship, and alignment with Market initiatives. This role ensures the Scheduling Team consistently delivers the highest level of customer service and supports broader departmental goals through cross-functional collaboration and a strong and engaging leadership presence.

This is a full-time position working 40 hours per week. Shifts are from 11:00am-8:00pm EST.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(50%) Team Leadership, Performance Management, and Communication

Maintain visibility with direct reports, ensuring queue management, supporting training efforts, identifying performance trends, and embodying company values through leadership communication and presence.

Assists in the recruiting, interviewing and hiring process for new Scheduling Specialists

Assists with the training and onboarding of new team members

Leads regular team meetings and conducts monthly one-on-ones with all direct reports

Conducts daily team touchpoints and sets daily focus

Monitor and approve team member timecards

Monitor team member performance patterns including tardiness, callouts, early leaves, unapproved OT, IT disruptions, and excessive absences

Proactively conducts live call monitoring and random call audits

Initiate and participate in team member performance evaluations, development of team members, including performance improvement plans and disciplinary actions

Assists with, or establishes, team member schedules to accommodate planned time off, ensuring appropriate staff levels and adequate Center coverage

Ensures comprehensive knowledge of company policies and procedures when scheduling team members

(20%) Culture Champion & Market Alignment

Sets the tone for the team by leading with positivity and professionalism

Acts as a culture champion by reinforcing the department and market vision through daily leadership presence

Supports and executes initiatives with encouragement and a solution-focused mindset

Approaches feedback constructively and uses appropriate leadership channels for concerns or escalations

Participates in leadership collaboration within the scheduling department and across market(s)

Attends and contributes to relevant Market touchpoints

Maintains visibility with team and a presence during onboarding, training, 1:1s, and other key engagement activities

(20%) Scheduling and Queue Oversight

Answers phones and handles calls in a professional and timely manner

Maintains positive interactions at all times with patients, referring offices and team

Schedules patient examinations according to existing company policy

Ensures all appropriate personal, financial, and insurance information is obtained and recorded accurately

Ensures all patient data is entered into information systems completely and accurately

Ensures patients are advised of financial responsibilities when applicable, appropriate clothing, preparation kits, transportation, and/or eating prior to appointment

Communicates to technologists any scheduling changes in order to ensure the highest patient satisfaction

Maintains an up-to-date and accurate database on all current and potential referring physicians

Monitors agents/scheduling specialists in the phone queue to ensure appropriate use of statuses, such as make busy, breaks, and project codes

Assigns and updates new hire work timers and ensures agents/scheduling specialists are in the correct phone queues

Jumps into the phone queue when appropriate

Encourages and models a “see it, fix it” approach to scheduling and phone queue operations

(5%) Other Duties as Assigned