Scheduling Manager

The Scheduler I is responsible for coordinating turn-around times between the fabricating lab and the dental office. The Scheduler I works closely with all departments to ensure all cases will ship back to the customer on time. They must show knowledge of company products, terminology and services and have the ability to prudently communicate production delays to the customers while rescheduling the cases in the lab.

Primary Responsibilities and Essential Functions of the Position:
• Answer incoming calls related to new cases requesting a Rush service
• Answer incoming calls related to the turn-around time of a case already in the lab
• Call on incoming cases that have insufficient time for fabrication
• Call on all late cases due to production delays
• Document all COD refused cases
• Re-enter cases for billing purposes
• Check QC pull report and make necessary changes and adjustments to dates
• Open and set up new accounts and prospects accounts for cases and product orders
• Re-activate existing accounts that begin to send cases again
• Enter new case information into dental lab management software daily
• Verify case received against account number
• Search and identify incorrect case accounts
• Enter hold cases for DLMs and apply case bar code label accordingly
• Enter lab verification cases
• Generate and check the variety of reports and update accordingly
• Gather information, record in system, resolve mixed case issue scenarios
• Performs other related duties as assigned by the department manager
• Responsible for all IOS and digital case entries (Downloading & Entering) when needed

Skills and Abilities Required:
• Strong computer skills – MS Office - Excel, Word, Outlook
• Intermediate level of comprehension of dental terminology
• Ability to manage the daily work load following management policies and procedures
• Good organization skills
• Strong verbal and written communication skills
• Strong computer skills – MS Office - Excel, Word, Outlook
• Type a Minimum of 30 WPM

Minimum Education and Experience Required:
• High school diploma or GED
• 2+ year Professional experience

Competencies
• Patience
• Attentiveness
• Clear communication skills
• Knowledge of the Product
• Ability to use positive language
• Acting skills
• Time management skills
• Ability to ‘read’ customers
• A calming presence
• Ability to handle surprises
• Persuasion skills
• Empathy
• Willingness to learn
• Ability to Admit You Don’t Have the Answer
• Thick Skin

Hazardous Materials or Equipment Used:
• All Office Equipment
• Potential Exposure to Blood-borne Pathogens

Physical Requirements:
• Works in an office environment, with good ventilation and normal noise levels from office equipment.
• May have long periods of sitting at desk and high volume phone calls.
• Regular need to write or use a keyboard to communicate through written means.
• Some lifting between 5 to 20 lbs. may be required.

Qualifications

Behaviors

Preferred

Team Player: Works well as a member of a group

Innovative: Consistently introduces new ideas and demonstrates original thinking

Enthusiastic: Shows intense and eager enjoyment and interest

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Dedicated: Devoted to a task or purpose with loyalty or integrity

Education

Required

High School or Equivalent or better.

Experience

Required

2 years: 2 Years of professional experience

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