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.

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.

UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!

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To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.

UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer.

a. "Misconduct" means any violation of the policies governing employee conduct at the applicant's previous place of employment, including, but not limited to, violations of policies prohibiting sexual harassment, sexual assault, or other forms of harassment, or discrimination, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

• UC Sexual Violence and Sexual Harassment Policy
• UC Anti-Discrimination Policy
• Abusive Conduct in the Workplace