Lead Medical Scheduler

JOB DESCRIPTION

Lead Medical Scheduler

Position Title: Lead Medical Scheduler

Reports To: Medical Scheduling Manager

FLSA Status: Non-Exempt/Hourly Employee

Location: True Health Locations

Content Last Revised: 10/12/2026

Organization Overview

The overview should be on every job description. No exceptions.

The Central Florida Family Health Center, Inc. dba True Health is a private, not-for-profit federally qualified health center (FQHC) serving Central Florida since 1977. Our mission is to provide high-quality, comprehensive healthcare at a reasonable cost to everyone.

Job Summary

Assists Medical Scheduling Manager in leading, providing training support, and managing advanced scheduling duties. Responsible for scheduling patient appointments and handling related inquiries by telephone within the guidelines set by True Health.

Key Responsibilities

• Lead day-to-day call center operations and oversee team of Medical Schedulers.
• Provide comprehensive training to new hires, existing staff, and others as needed on scheduling systems, workflows, and operational procedures.
• Assign and modify provider schedule templates (PTO, CME, administrative blocks, new providers, etc.).
• Handle inbound/outbound calls during high call volume days and/or as needed.
• Resolve patient requests as needed and within the scope of responsibilities.
• Demonstrate proficient use of EMR system to access patient accounts and schedule appointments within the guidelines set by True Health.
• Follow customer service guidelines and policies set forth by the company.
• Monitor call queues and volumes.
• Assist with managing provider/schedule templates.
• Practicing and ensuring compliance with all True Health's policies and procedures.
• Other responsibilities as assigned.

Essential Functions

• Problem Solving
• Customer Service
• Verbal Communication
• Written Communication
• Leadership
• Professional Judgement
• Planning/Organizing
• Adaptability
• Initiative
• Strategic Planning

Minimum Qualifications

• Education:
• High School Diploma or equivalent
• Experience:
• Minimum 1 year of telephone or customer service experience
• Minimum 1 year of medical scheduling experience
• Strong organizational and leadership skills
• Ability to handle and successfully carry out directives
• Effective verbal and listening communication skills
• Ability to manage heavy call volumes and call escalation
• Ability to work well independently and with others
• Typing/keyboarding 35 wpm
• 10-key adding machine
• Computer literacy
• Bilingual skills a plus, but not required
• Prior experience in a leadership role a plus, but not required
• Licenses or Certifications:
• Not applicable
• Criminal Background Clearance:
• True Health is a Health Center Program grantee under 42 U.S.C. 254b, a deemed Public Health Service employee under 42 U.S.C. 233(g)-(n), and partners with agencies that require criminal background checks. True Health has established policies and procedures that may influence the overall employment process, hiring, and “just cause” for the termination of employees. An employee’s career could be shortened if there is a violation of any policies and procedures.

Prohibited criminal behavior is defined in Florida Statute (F.S.) 408.809. Any employee arrested for any offense outlined in the F.S.408.809 will be immediately suspended and remain suspended until the charges are disposed of in court. The employee will be terminated for an arrest or conviction of any violation listed above.

DRUG/ALCOHOL SCREENINGS

A post-offer drug and alcohol screen is a requirement for employment. Failure to successfully pass the drug/alcohol screen will be cause for the offer to be rescinded. Employees are subject to random drug/alcohol screenings throughout the duration of their employment with True Health. If an employee fails to pass the drug/alcohol screening, then this shall become grounds for discipline up to and including immediate termination.

WORK ENVIRONMENT

• The employee is subject to prolonged periods of sitting at a desk and working on a computer.
• The employee is subject to perform repetitive hand and wrist motions.
• The employee is frequently required to stand, walk, talk, and hear.
• The employee is occasionally required to use hands to handle or feel objects, reach with hands and arms, stoop, kneel, crouch, and move or lift up to twenty-five (25) pounds.
• The employee is required to use close vision, peripheral vision, depth perception, and adjust focus.
• A reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS (Required for all positions)

The employee will work as the needs of the operation require. Normal work days and hours are Monday through Thursday, 8am – 6pm and Fridays, 8am – 12pm; however, there will be times when the employee will need to come in or work on “off hours” or “off days” to meet the needs of the position.

CORE COMPETENCIES

Mission-Focused : Commits to and embraces True Health’s mission to enable access to care for uninsured and underinsured individuals.

Relationship-Oriented : Understands that people come before process and is essential in cultivating and managing relationships toward a common goal.

Collaborator : Understands the roles and contributions of all sectors of the organization and can mobilize resources (financial and human) through meaningful engagement.

Results-Driven : Dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and community impact.

Brand Steward : Steward of True Health’s brand and understands his/her role in growing and protecting the reputation and results of the greater organization.

Visionary : Confronts the complex realities of the environment and simultaneously maintains faith in a different and better future, providing purpose, direction, and motivation.

Team-Builder : Fosters commitment, trust, and collaboration among internal and external stakeholders.

Business Acumen : Possesses a high-level of broad business and management skills and contributes to generating financial support for the organization.

Network-Oriented : Values the power of networks; strives to leverage True Health’s breadth of community presence, relationships, and strategy.

SELECTION GUIDELINES

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.