Lead Scheduler

Job Title: Lead Scheduler – Primary Care Practice

Position Summary:

The Lead Scheduler oversees the daily operations of patient scheduling within the primary care practice, ensuring efficient, accurate, and patient-centered appointment coordination. This role serves as the primary liaison between patients, clinical staff, and administrative teams to optimize provider schedules, maximize patient access, and maintain smooth clinic flow. The Lead Scheduler is also responsible for training, mentoring, and monitoring the performance of the scheduling team.

Scheduling Operations

• Coordinate and oversee all aspects of appointment scheduling for primary care providers, including new patient appointments, follow-ups, and urgent visits.
• Monitor provider templates and adjust schedules to accommodate provider availability, vacations, and same-day needs.
• Collaborate with clinical and administrative staff to minimize scheduling conflicts and ensure efficient patient throughput.
• Ensure accurate entry of patient demographics, insurance, and appointment details in the electronic health record (EHR) system.

Leadership & Team Oversight

• Supervise, train, and support the scheduling team, providing ongoing coaching and performance feedback.
• Develop and maintain scheduling protocols, ensuring consistent adherence to practice policies and procedures.
• Monitor call volumes, hold times, and scheduling accuracy; identify areas for improvement and implement process enhancements.
• Serve as the primary escalation point for complex scheduling issues or patient concerns.

Patient Experience & Communication

• Ensure a high level of customer service and professionalism in all patient interactions.
• Assist with managing patient reminders, recalls, and outreach for annual wellness visits or follow-up care.
• Work collaboratively with billing and insurance teams to confirm eligibility and pre-authorization requirements when applicable.

Reporting & Quality Improvement

• Generate and analyze scheduling reports (e.g., no-show rates, appointment utilization, and wait times).
• Participate in quality improvement initiatives aimed at enhancing access and patient satisfaction.
• Support practice leadership in forecasting scheduling needs and identifying operational inefficiencies.

Education & Experience

• High school diploma or equivalent required; associate degree or higher preferred.
• Minimum of 3–5 years of medical scheduling experience, preferably in a primary care or outpatient setting.
• Previous supervisory or lead experience strongly preferred.
• Proficiency with electronic health record (EHR) systems (e.g., Epic, Athenahealth, eClinicalWorks, or similar).

Skills & Competencies

• Excellent communication, organizational, and problem-solving skills.
• Strong leadership abilities with a focus on team development and collaboration.
• Exceptional attention to detail and ability to multitask in a fast-paced environment.
• Knowledge of medical terminology, insurance verification, and scheduling workflows.
• Commitment to delivering outstanding patient service and maintaining confidentiality (HIPAA compliance).