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Central Services Lead at Jefferson City Medical Group (JCMG) – Jefferson City, Missouri

Jefferson City Medical Group (JCMG)
Jefferson City, Missouri, 65101, United States
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About This Position

RESPONSIBILITIES
Job Specific Competencies:
  • Serve as a daily point of contact for scheduling and switchboard staff for questions, guidance, and troubleshooting.
  • Lead by example by consistently demonstrating professional communication, compassionate customer service, and attention to detail in all patient interactions.
  • Support new hires and team members through peer mentoring, hands-on training, and reinforcement of department protocols.
  • Monitor appointment and call handling accuracy, providing real-time feedback and clarification of best practices.
  • Collaborate with the Practice Manager to identify opportunities for workflow improvement, training needs, and service quality enhancements.
  • Assist in maintaining up-to-date scheduling templates and procedures to ensure alignment across specialties.
  • Participate in regular team meetings to share updates, highlight team successes, and address process concerns.
  • Assist with coverage and support during peak call volumes or staff absences to maintain service levels.
  • Promote collaboration between departments to ensure seamless patient scheduling, minimal errors, and timely communication.
  • Model adaptability and a solution-focused mindset in a fast-paced, multi-specialty environment.
  • Serve as initial point of contact for escalated calls from upset patients.
  • Serve as the “content expert” to assist in answering questions from peers regarding scheduling and other central services workflows/procedures.
JCMG Core Competencies:
  • Strives for continuous quality improvement.
  • Participates in educational experiences designed to maintain and/or improve professional competence.
  • Maintains high work ethic standards.
  • Provides quality customer service to staff, patients and visitors at all times.
MINIMUM QUALIFICATIONS
Education:
  • High school diploma or GED preferred
  • Associates degree preferred, but not required
Experience:
  • Previous customer service in a high volume, fast paced environment is required
  • Previous experience in an administrative or clerical position required
  • 3-4 years of scheduling experience in a call center environment preferred
  • Knowledge of medical terminology and procedures required
Certification/License:
  • N/A
Knowledge/Skills/Abilities:
  • Must have excellent communication skills and ability to interact with a diverse population and professionally represent JCMG
  • Strong team working and collaborative skills
  • Ability to multi-task and work independently
  • Attention to detail
  • Excellent organizational skills, written and oral communication and customer service skills particularly in dealing with stressful personal interactions
  • Must have knowledge of office equipment and computers
  • Intermediate to advanced proficiency in Microsoft applications, database management and document preparation
  • Demonstrates proper phone etiquette
  • Uses active listening skills
WORK ENVIRONMENT
Work is performed in a centralized scheduling phone room, includes constant phone contact with patients and outside heath care personnel. Work may be stressful at times. Interaction with others is constant and interrupted.
BENEFITS
  • Health insurance & employer paid short- and long-term disability
  • Generous PTO policy, beginning at 148-hours annually
  • 56 hours paid Holiday Leave
  • Employer Retirement Plan (401K) with employer match
  • Tuition reimbursement and other professional advancements, including a Medical Assistant training program

Job Location

Jefferson City, Missouri, 65101, United States
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Job Location

This job is located in the Jefferson City, Missouri, 65101, United States region.

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