Tier 3 Agent – Call Center / Scheduling

Schedule: Monday–Friday

Reports To: Call Center Supervisor

About Precision Imaging Centers

Precision Imaging Centers is a fast-growing, patient-focused diagnostic imaging organization providing advanced MRI, CT, Mammography, Ultrasound, and X-ray services throughout Northeast Florida. Our mission is simple: to deliver superior care and exceptional clarity. We pride ourselves on compassionate service, state-of-the-art technology, and a team culture built on excellence, collaboration, and continuous growth.

We are currently seeking a skilled Tier 3 Agent to join our Scheduling/Call Center team. This is a key role supporting high-volume patient interactions and ensuring a seamless, accurate scheduling experience.

Job Summary

A Tier 3 Agent is responsible for handling inbound and outbound calls for general scheduling, auto/legal scheduling, breast scheduling, and text line messaging. The Tier 3 Agent must demonstrate strong knowledge of breast scheduling protocols across all locations, communicate with patients professionally in a clinical setting, follow Director of Breast Imaging protocols, and review provider orders for accuracy and compliance. Contacting providers to clarify protocols may be required, with guidance available from a technologist, lead, or supervisor.

Key Responsibilities

• Handle inbound/outbound calls for general, auto/legal, and breast scheduling; answer calls within 20 seconds to ensure efficient patient support.
   
• Maintain required productivity standards: minimum 25 exams scheduled per day and 80 calls made/received daily.
   
• Collect and verify health insurance and financial information according to established protocols.
   
• Review patient orders, demographics, and insurance details for accuracy.
   
• Identify complex situations and escalate to senior schedulers or supervisors as appropriate.
   
• Provide call triage support, including messages for other departments.
   
• Respond to text line messages within 3 minutes.
   
• Manage worklists assigned by the Breast Scheduling Lead or Call Center Manager.
   
• Respond to scheduling-related emails and correspondence.
   
• Use Ikonopedia to manage follow-up recommendations.
   
• Clearly explain preparation instructions to patients.
   
• Discuss costs with patients and accurately answer billing questions.
   
• Contact referring providers to obtain missing or unclear order information.
   
• Schedule auto/legal patients for transportation using Uber Business.
   
• Maintain high accuracy while multitasking in a fast-paced environment.
   
• Receive and process incoming faxes promptly and correctly.
   

Qualifications

• High school diploma or equivalent required
   
• Previous experience in healthcare appointment scheduling preferred, especially in breast imaging
   
• Customer service experience required
   
• Experience with insurance authorization and healthcare contracts preferred
   
• Knowledge of medical terminology, diagnostic procedures, and billing/authorization helpful
   
• Strong verbal communication, problem-solving, and organizational skills
   
• Ability to follow detailed instructions with accuracy
   
• Ability to meet tight deadlines while delivering excellent customer service
   
• Ability to multitask efficiently with speed and accuracy
   
• Internal candidates must meet all current job expectations (KPI, metrics, quality)
   

Physical & Lifting Requirements

• Extended periods of sitting and phone/computer work
   
• Occasional minimal repetitive motions: bending, stooping, twisting, walking, standing, reaching overhead
   
• Light pushing or pulling as needed
   

Benefits (Full-Time Employees)

Precision Imaging Centers offers a comprehensive benefits package, including:

• Medical, Dental, and Vision insurance
   
• Company-paid Life Insurance
   
• Short- and Long-Term Disability options
   
• 401(k) with company match
   
• Paid Time Off and Paid Holidays
   
• Employee Assistance Program
   
• Employee Imaging Discounts
   
• Opportunities for career development and internal growth
   

• High school diploma or equivalent required  
• Previous experience in healthcare appointment scheduling preferred, especially in breast imaging  
• Customer service experience required  
• Experience with insurance authorization and healthcare contracts preferred  
• Knowledge of medical terminology, diagnostic procedures, and billing/authorization helpful  
• Strong verbal communication, problem-solving, and organizational skills  
• Ability to follow detailed instructions with accuracy  
• Ability to meet tight deadlines while delivering excellent customer service  
• Ability to multitask efficiently with speed and accuracy  
• Internal candidates must meet all current job expectations (KPI, metrics, quality)