Location: Main Hospital

Schedule: Monday-Friday, 9:30am-6:00pm

Position Summary

The Rehab Services Department supports a high-volume pediatric population, seeing 300+ patients daily. The Scheduler team is essential to ensuring children and families receive timely, coordinated care — making this role both fast-paced and deeply meaningful.

The Rehab Services Scheduler plays a critical role in supporting patient access for a busy pediatric rehabilitation program. This position is responsible for scheduling, rescheduling, and canceling therapy appointments for children receiving Physical Therapy, Occupational Therapy, Speech-Language Pathology, and Audiology services.

Schedulers manage a large volume of inbound phone calls, emails, and electronic work queues while coordinating care across multiple locations, including the main hospital, three satellite clinics, and the Rio Grande Valley (RGV). This role requires strong customer service skills, exceptional multitasking ability, and comfort working in a phone-heavy, fast-paced environment. Prior medical scheduling experience is helpful but not required — we are willing to train the right candidate.

Essential Duties & Responsibilities

• Schedule therapy appointments for pediatric patients across multiple rehab disciplines and locations.

• Manage and prioritize high-volume scheduling work queues containing hundreds of active patients.

• Coordinate multidisciplinary appointments and collaborate with other hospital departments and specialty clinics.

• Serve as the primary point of contact for all incoming rehab calls, primarily inbound, ensuring excellent customer service and professional phone etiquette.

• Handle back-to-back phone calls while simultaneously documenting calls and appointment activity in the electronic medical record.

• Schedule both first-time evaluations and recurring therapy appointments based on provider availability, referral requirements, and patient needs.

• Communicate with families, therapists, physicians, and referral sources regarding scheduling needs and appointment changes.

• Review, send, and respond to a high volume of emails daily using MS Outlook.

• Accurately document scheduling actions, cancellations, and no-shows in Epic and related systems

• Collaborate with authorization teams to support timely scheduling of services

• Anticipate scheduling conflicts and proactively resolve issues to maintain clinic flow

• Maintain strict confidentiality and comply with hospital policies, HIPAA, and regulatory requirements

• Utilize multiple systems simultaneously, including Epic, Vocera, MS Outlook, and Genesis (web-based phone system)

• Demonstrate flexibility to support departmental needs, including floating between locations if required

• Perform other related duties as assigned

Knowledge, Skills & Abilities

• Strong customer service skills with a professional and compassionate phone presence

• Ability to multitask efficiently in a fast-paced, high-volume environment

• Excellent organizational skills and attention to detail

• Comfortable managing frequent interruptions and competing priorities

• Computer-savvy with the ability to quickly learn new systems and workflows

• Effective verbal and written communication skills

• Ability to work collaboratively as part of a scheduling team

• Bilingual in English/Spanish is a plus

Education and/or Experience: 

• High school diploma or general education degree (GED); or two years related experience and/or training; or equivalent combination of education and experience.