Lead Infusion Scheduler - North County - 138844

Under the supervision of the Infusion Scheduling Manager and/or Supervisor, the Lead Infusion Scheduler oversees the infusion appointment scheduling process in Epic/Cadence for complex oncology patient appointments across infusion locations and the call center. This role serves as a subject matter expert and operational resource for scheduling staff, providing guidance to ensure adherence to scheduling protocols, templates, and workflows that support efficient and coordinated patient care. The Lead Infusion Scheduler provides day to day guidance, training, and coaching to scheduling staff and serves as the primary resource for complex scheduling questions and workflow support. They work collaboratively with Infusion Center leadership, clinic teams, pharmacy, laboratory services, and patient access staff to ensure accurate and timely scheduling. The position assists in the development, implementation, and continuous improvement of scheduling workflows, policies, and procedures to enhance operational efficiency and the patient experience.

This role acts as a liaison between the Infusion Center, Cancer Center clinics, physicians, pharmacy, laboratory, and patient access teams to resolve scheduling issues and ensure coordinated patient care. The Lead Infusion Scheduler also serves as a front-line escalation point for complex scheduling concerns, patient complaints, and service recovery in both clinic areas and the call center.

The Lead participates in quality assurance and process improvement initiatives related to infusion scheduling, including reviewing scheduling accuracy, template utilization, and access metrics. The role collaborates with leadership and other scheduling leads to identify opportunities to improve patient access, operational efficiency, and scheduling workflows.

In addition, the Lead Infusion Scheduler performs a variety of clerical and patient access functions in support of patient services within both clinic and call center environments. Responsibilities may include greeting and arriving patients, updating patient registration information, verifying insurance coverage and authorizations, auditing billing documentation, collecting co-payments, answering patient phone calls, updating scheduling templates, and providing operational support across clinic and call center settings as needed.

The Lead maintains a high level of professionalism when communicating with patients, physicians, staff, and leadership while ensuring a patient-centered approach to service delivery. The role also supports the development of training materials, tip sheets, and workflow documentation to support onboarding and ongoing staff education.

The Lead Infusion Scheduler may assist with daily workflow coordination, staffing support, and coverage planning to ensure scheduling operations run efficiently across sites, and performs other related duties as assigned.

• Four (4) years of related Patient Access or scheduling experience in a large, complex healthcare environment.

• Demonstrated experience in a fast-paced healthcare call center or scheduling environment.

• Expert knowledge of Epic/Cadence scheduling systems.

• Experience with insurance verification and authorization processes.

• Demonstrated knowledge of third-party payers including federal, state, and private health plans.

• Advanced knowledge of infusion or oncology scheduling workflows.

• Demonstrated problem-solving ability using sound judgment.

• Ability to independently prioritize tasks and meet established deadlines in a high-volume environment.

• Highly proficient in Microsoft Office applications including Excel, PowerPoint, Outlook, Word, and Teams.

• Familiarity with hospital patient access systems.

• Excellent customer service and communication skills.

• Experience working in Oncology or cancer-related clinical settings.

• Experience scheduling oncology infusion therapies.

• Experience developing scheduling templates in Epic.

• Previous healthcare call center leadership or lead experience.

• Medical terminology training or certification; oncology terminology preferred.

• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.