Remote Centralized Scheduler

**Naples, Italy**:

- **Rota, Spain**:

- **Bahrain**

**Shift: Monday-Friday 8:00AM-5:00PM Central European Time**

**Job Title**:Remote Centralized Scheduler

**Summary**

Remote Centralized Schedulers are part of a telework team who staff a remote call center scheduling remote counseling appointments. Centralized Schedulers schedule clinical counseling appointments for clients using calendar software that allows the scheduler to view all counselors’ schedules and provide information and referral services when appropriate.

This position is remote but must be located within 100 miles of a Navy installation within the area of responsibility.

Centralized Schedulers will work normal business hours within their area of operation.

**Shift: Monday-Friday 8:00AM-5:00PM Central European Time**

It may be necessary to adjust work shifts on occasion to ensure consistent coverage. This will be scheduled ahead of time in partnership with each Centralized Scheduler.

**Essential Duties and Responsibilities**
- Receive, screen, schedule and direct callers requesting remote clinical counseling services as well as scheduling appointments with a remote counselor in the assigned area where the client is physically located.
- Correspond with clients, including ensuring paperwork is completed and returned and uploaded into a centralized system.
- Maintain current schedules of remote clinical counseling appointments in the assigned area.
- Manage daily scheduling to ensure that clients are notified of unscheduled staff absences as soon as possible, and that appointments are rescheduled at client’s request in a timely manner.
- Maintain direct service metrics for all staff for whom scheduling services are provided.
- Screen and connect distraught or potentially difficult callers to a Remote Clinical Counselor or a Remote Clinical Counseling Supervisor.
- Comply with telework expectations with respect to information security and protection of personally identifiable information, as well as current client Telehealth Guidance.
- Responds well in pressured, crisis situations.
- Demonstrates excellent customer service skills.
- Ability to communicate orally and in writing.

**Supervisory Responsibilities**
- This job has no supervisory responsibilities.

**Required Education and/or Experience Qualifications**
- This position is remote but must be located within 100 miles of a Navy installation within the area of responsibility.
- High School diploma/GED
- Two plus years demonstrated experience providing administrative support in a medical or other social services office setting.
- Excellent demonstrated abilities in computer and office automation software.
- Strong Data Entry/Typing Skills with a high degree of accuracy.
- Excellent oral and written communication skills.
- Excellent interpersonal skills.
- This position requires a dedicated home office space and home internet service through a broadband internet service provider.

**Preferred Qualifications**
- Experience using comprehensive scheduling program to serve multiple locations.
- Prior successful work experience in a fully telework environment.
- Professional experience in a call center environment

**Competencies**

To perform the job successfully, an individual should demonstrate the following competencies:

- **Ability to work both independently and as part of a team.**:

- **Customer Service -** Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- **Interpersonal Skills -** Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- **Oral Communication - **Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; ; Participates in meetings.
- **Written Communication -** Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- **Judgment -** Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- **Professionalism - **Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

**Physical Demands**:Works in home office area. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses government provided computer, telephones, and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.

**Work Environment**:Reasonable