Patient Appointment Scheduling Lead at Panorama Orthopedics & Spine Center

Golden, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

22.0

Posted On

12 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Patient Appointment Scheduling, Subject Matter Expert, Performance Dashboards, Staff Support, Issue Resolution, Training, Onboarding, Workflow Execution, Orthopedic Scheduling, Call Center Metrics, Problem-Solving, Organizational Skills, Analytical Skills, Constructive Feedback, Patient-Centered Service, Cross-Training

Industry

Hospitals and Health Care

Description

Description Join a leading musculoskeletal care network through our partnership with United Musculoskeletal Partners (UMP), supporting Panorama Orthopedics & Spine Center, a premier orthopedic practice known for its commitment to clinical excellence and patient outcomes. Why UMP? UMP is a physician-led organization focused on transforming musculoskeletal care through innovation, collaboration, and operational support. This role allows you to be part of that mission—delivering high-quality spine care in a thriving clinical environment. About Panorama Orthopedics & Spine Center Panorama is recognized for its advanced treatment options, multidisciplinary approach, and dedication to improving patients’ quality of life. As part of this team, you’ll work alongside top spine specialists in a supportive and forward-thinking practice. Help us bring exceptional orthopedic care to the communities of Denver—where your expertise can truly make a difference. Benefits: Healthcare Options: PPO, HDHP, and Surest plans with a $100/month tobacco-free discount Dental & Vision Insurance 401(k) with Annual Employer Contributions Additional Coverage: HSA/FSA, short- and long-term disability, life and AD&D, legal assistance, and more Employee Assistance Program (EAP): Employer-paid support for life’s challenges Generous Paid Time Off: Up to 4 weeks of PTO starting out. (Increases with tenure) 7 paid holidays + 2 floating holidays The Patient Appointment Scheduling Lead provides day-to-day operational support for a fully remote orthopedic call center by serving as a subject matter expert, resource, and point of escalation for call center staff. This role monitors and interprets performance dashboards across all call center departments, supports supervisory staff, and helps drive continuous improvement in service quality, efficiency, and the overall patient experience. The Lead also serves as a trainer and partners closely with another trainer to support new-hire onboarding, ongoing staff education, and consistent workflow execution. To ensure operational continuity and effective staff support, this position requires comprehensive cross-training across all call center departments. ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned) STAFF SUPPORT & GUIDANCE Answer and assist with patient calls in queue. Serve as a primary resource for call center staff by answering questions related to scheduling protocols, workflows, systems, and provider preferences. Provide real-time support to staff during daily operations to ensure accurate and timely patient scheduling. Assist with issue resolution and escalate concerns to supervisory staff as appropriate. Reinforce training standards and provide in-the-moment education to support accuracy, consistency, and adherence to workflows. Provide and serve as a trainer for new hire onboarding, ongoing staff education, and consistent workflow execution. Provide coverage, guidance, and subject matter expertise across all call center functions as needed. PERFORMANCE OVERSIGHT & REPORTING Monitor and oversee dashboards and performance metrics for all call center departments. Identify trends, risks, and opportunities for improvement related to call volume, service levels, and scheduling accuracy. Prepare and share performance insights with supervisory and leadership teams. LEADERSHIP, TRAINING & COLLABORATION Support supervisory staff with daily operations, staffing needs, and performance management. Provide feedback, coaching insights, and recommendations to support employee development and process improvement. Serve as a functional trainer, working collectively with another trainer to ensure smooth onboarding, cross-training, and ongoing education. Partners with training and quality teams to ensure workflows, updates, and best practices are consistently communicated, understood, and applied. CONTINUOUS IMPROVEMENT Assist with implementation of new processes, tools, and system updates. Promote consistency and standardization across call center departments. Support quality initiatives and help ensure compliance with organizational policies, procedures, and standards. Identify training gaps and recommend enhancements to support overall operational success. Requirements EDUCATION, CERTIFICATION/LICENSURE AND EXPERIENCE High school diploma or equivalent required. Strong knowledge of orthopedic scheduling workflows and provider preferences. Ability and willingness to be cross-trained and functionally proficient in all call center departments, including general call queue, radiology scheduling, referrals, worker’s compensation, and switchboard operations. Excellent communication, problem-solving, and organizational skills. PREFERRED Prior experience (3yrs min.) in healthcare call center or patient access experience. Experience interpreting call center metrics and dashboards Previous leadership, lead, supervisory, or training experience. Experience working in a remote call center environment. Familiarity with quality assurance and performance improvement initiatives. Experience with EHR and call center reporting systems. SKILLS/ABILITIES Ability to support and guide staff in a fast-paced, remote environment. Comfort and confidence facilitate training and knowledge-sharing. Functional versatility across multiple call center departments and workflows Strong analytical skills with the ability to interpret and explain performance data. Collaborative leadership style with the ability to influence without direct authority. High attention to detail and commitment to patient-centered service Comfortably providing constructive feedback and recommendations Pay Information: $19.00-$22.00/hour, depending on experience. We are currently accepting applications through March 19, 2026. Panorama Orthopedics & Spine Center is an Equal Opportunity Employer, Male/Female/Veteran/Disabled. Offers of employment are contingent upon successful completion of a pre-employment drug screen and background check.

Responsibilities

The Lead acts as a subject matter expert and escalation point for remote call center staff, monitoring performance dashboards and supporting supervisors to drive service quality and efficiency. This role also involves serving as a trainer for new hires and existing staff, ensuring consistent workflow execution across all call center departments.