Tier 3 Scheduler

Schedule: Monday–Friday, 8 AM to 4:30 PM or 10 AM to 6:30 PM

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) with company match
• Paid Time Off and Paid Holidays
• Employee Assistance Program
• Employee Imaging Discounts
• Opportunities for career development and internal growth

• 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)