Patient Scheduling Associate - PRN

This is a part-time, PRN (as-needed) position located at the Briarcliff III Office Building, KUCC - Liberty, and KUCC - North locations. Employees in the call center setting may have the opportunity to work remotely from home after demonstrating consistent competency with job duties.

About the Role

The Patient Scheduling Associate provides the highest level of customer service while assisting patients with routine scheduling of new and follow-up appointments requested by patients and providers. This role may also contact patients who have received a specialty referral and assist with insurance registration. Work settings may include front desk operations in clinical areas or a high-volume call center.

Responsibilities

• Respond to a high-volume of incoming telephone calls, providing complete and accurate exam-related information to patients.
• Achieve coordinated patient itineraries, sometimes consisting of multiple appointments.
• Educate patients on providing medical records and other documentation needed for appointments.
• Verify patient demographics and insurance information, complete Medicare Secondary Payer Questionnaire (MSPQ), and process referrals, orders, and appointment requests.
• Maintain patient confidentiality and secure patient signatures for consent and financial forms.
• Identify insurance plans and procedures requiring pre-approval; pre-certify tests and procedures.
• Schedule, reschedule, or cancel in-person appointments, telehealth visits, surgeries, procedures, and ancillary services using Epic Cadence decision trees.
• Collect point-of-service payments including copays, co-insurance, and deductibles.
• Complete registration documentation and scanning processes in the Health System EMR.
• Navigate medical records to ensure accurate and up-to-date patient information.
• Communicate Health System policies and services to patients and advocates.
• Support front desk and scheduling workflows, including MyChart activation and self-check-in.
• Ensure proper front desk coverage until the last patient is dismissed and follow-up visits are scheduled.
• Manage department Scheduling Inbasket and voicemails as needed.
• Apply patient-specific labels to progress notes, order forms, and other documents.
• Establish and maintain productive working relationships with providers and the clinical care team.
• Support patient experience initiatives, including marking campaigns and event registration.
• Attend department clinic daily huddles, process improvement initiatives, and staff training.
• Enter referrals and pre-certifications in the hospital information system and forward to appropriate parties.
• Schedule follow-up internal and external diagnostic and therapeutic orders based on provider orders.
• Work on Appointment Request Work Queues with proper filtering and prioritization.
• Coordinate with support and ancillary departments (EVS, transport, lab, pharmacy, radiology, volunteer, etc.).
• Transport items to ancillary departments as needed (e.g., blood to laboratory, patient belongings).
• Ensure supplies are stocked, including paper for copy, printer, and fax machines.
• Call for consults using appropriate forms.
• Demonstrate initiative to assist others and other shifts as needed.

Requirements

• High School Graduate or GED.
• Six months of direct customer service experience in a healthcare field.
• Fluent in English with the ability to read, write, speak, and understand.
• Basic computer skills including Microsoft Excel, Word, Outlook, and Teams.
• Ability to maintain patient confidentiality.
• High level of customer service skills focusing on problem resolution.

Preferred Qualifications

• College coursework completed towards an Associate’s or Bachelor’s Degree.
• One or more years of direct customer service experience in a healthcare, hospital, or contact center environment.

Skills

• Familiarity with insurance coverage types (HMO, PPO, VA, Medicare).
• Knowledge of scheduling protocols, patient registration, pre-certification requirements, and basic health insurance and billing procedures.
• Understanding of order entry and scanning capabilities.
• Working knowledge of patient-related policies and procedures, as well as Health System services and programs.
• Competency in using Epic Cadence and EMR systems.