Patient Scheduler - Call Center

Axia Women's Health is the nation’s largest community-based, integrated women's health network serving women throughout New Jersey, Pennsylvania, Indiana, and Kentucky. At its core, Axia Women’s Health is a community of over 400 providers across nearly 150 locations committed to providing a more caring, connected, and progressive health care experience for women. Its rapidly growing network spans OB/GYN care, breast health, high-risk pregnancy care, urogynecology care, behavioral health, and fertility. Axia Women's Health has been recognized as the #1 Physician Practice for Women’s Health by Castle Connolly and certified as a Great Place to Work for five consecutive years.

About the role

The Patient Scheduler empowers Axia Women's Health's patients on their healthcare journey in a remote capacity. With exceptional customer service and communication skills, the Patient Scheduler is a key resource for scheduling, modifying appointments and providing Axia patients with the support they need.

Responsibilities

• Utilize professional and courteous communication to greet patients when answering phone calls and responding to their inquiries.
• Review and manage recall appointments and no-show/cancellation reports.
• Promptly and professionally route phone calls to appropriate personnel via direct transfer, paging, voicemail, or redirect as needed.
• Retrieve and appropriately route any messages from the answering service.
• Perform registration functions for new or existing patients and activate patient files.
• Effectively collect and record copayments as required.
• Provide advanced financial support to patients and colleagues regarding claim and billing inquiries.
• Verify patient insurance eligibility and clearly communicate benefit limitations.
• Assist with scheduling patient appointments and follow-up visits.
• Ensure accurate and detailed documentation of patient encounters.
• Provide additional support to patients and medical staff as needed.
• Work collaboratively with clinical colleagues, management, and other staff to ensure efficient practice operations.
• Ensure compliance with all Standard Operation Procedures (SOPs) and policies (including HIPAA & OSHA).
• Adhere to practice policies, procedures, and protocols.
• Participate in team meetings and contribute to quality improvement initiatives.
• Demonstrate commitment to organization's mission, vision, and values by embodying its principles in daily activities.
• Uphold high standards of ethical behavior, integrity, and professionalism.
• Actively contribute to creating a positive work environment that aligns with the organization's goals and objectives.
• Other duties as assigned.

Requirements

• High School Diploma or equivalent required.
• Minimum 1-2 years of customer service experience.
• Call Center experience preferred, but not required.
• Computer proficiency, including programs such as MS Office, Word, Excel, email, and internet research.
• Knowledge of HIPAA and Insurance Payors.
• Medical Receptionist/PSR experience preferred.
• Experience with electronic health records (EHR) systems preferred, but not required.

Skills

• Excellent customer service skills that include written and verbal communication.
• Ability to handle high call volume in a productive manner and know when to escalate issues.
• Ability to multitask and work in a fast-paced environment.
• Compassionate and empathetic attitude towards patients.
• Demonstrate time management skills by efficiently prioritizing tasks and patients simultaneously.
• Demonstrate professionalism, a high quality of work, collaboration, goal attainment, attention to detail, self-motivation, and productivity in a remote capacity.
• Proven ability to work collaboratively within a team environment.
• Highly adaptable and willing to adjust to changing priorities and conditions.

Pay

$18/hr to $21/hr. The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications, and other job-related reasons.

Benefits

• Full-time benefit eligibility beginning the first of the month after hire.
• Immediate 401(k) matching contribution with no vesting period.
• Generous PTO offering with additional time off for volunteering.
• Choice of multiple medical insurance plans to best meet your needs.
• Access to Axia providers at little to no cost through Axia’s medical insurance.
• Axia-paid life insurance, short-term and long-term disability.
• Free counseling for colleagues and family members, including parents and parents-in-law.
• Access to discounts on hotels, theme parks, gym memberships, and more through the Great Works Perks Program.
• Additional insurance options including dental, vision, supplemental life insurance, FSA, HSA with employer contribution, identity theft, long-term care, and pet insurance.