Patient Scheduling Specialist

The Patient Scheduling Specialist in call center location monitors incoming call volume throughout the day and assigns staff accordingly to various scheduling duties. Specialist may also function as an associate/representative as needed. Patient Scheduling Specialist located in Clinic locations are responsible for creating a seamless experience by coordinating and scheduling appointments for patients; including imaging, laboratory, clinic, infusion, treatment, and/or procedures. The Specialist is an important member of the physician's care team and critical in creating a pleasant patient experience within an ambulatory clinic. Position may provide support for front desk operations including greeting and checking in customers and visitors, answering calls, copay collection, completing MyChart and EMR appointment requests, processing external medical records and helping the physician care team prepare for their daily appointments. This team member has demonstrated their ability to manage the most advanced scheduling and rescheduling workflows in the clinic. This position may be an escalation point for lower level schedulers. This position may also be required to leverage additional scheduling systems to coordinate schedules for patient care.

Responsibilities

Responds to a high-volume of incoming telephone calls; Accurate scheduling/re-scheduling/cancellations of patient visits including clinic appointments, treatments, surgeries, procedures and ancillary services; Registration of patients during scheduling process including demographics, insurance verification, MSPQ, scanning, document preparation and processing referrals/orders; Manages scheduling workload from assigned Appointment Request Workqueue; Trains new employees on department and clinic-specific operational protocols and workflows; Schedules referral appointments for external offices using specialty software modules such as Beacon; Builds and maintains trusting relationships with provider and clinical team; Supports front desk and scheduling workflows, monitors daily call volume and assigns staff; Checks out patients, provides after visit summary and supports EMR patient portal (EPIC MyChart) sign-up; Handles calls to meet service level goals and escalates urgent issues; May provide coverage at alternate locations

Requirements

High School Graduate or GED; 2 or more years of progressively responsible and directly related work experience in a healthcare setting OR some combination of health care or contact center experience including 1 year in a UKHS patient scheduling position; Proven ability to effectively schedule for situations with interval timing of appointments for complex care regimens; Proficient in navigating EPIC EMR to include MyChart messaging as well as use additional scheduling modules (e.g. Beacon Scheduling Orders); Ability to read, write, speak, and understand English; Basic computer skills including Microsoft Excel, Word, Outlook, and Teams; High level of customer service skills focusing on problem resolution; Must be able to perform the professional, clinical and technical competencies of the assigned unit or department

Nice to have

College coursework completed towards an Associate’s or Bachelor’s Degree; Highest level of customer service skills focusing on problem resolution; Bilingual with documented proof of competencies via language proficiency assessments