Patient Scheduling Representative - Spine Center

About the Role

The Patient Scheduling Representative is responsible for creating a seamless patient experience by coordinating and scheduling appointments for patients across multiple departments. This position may mentor lower-level staff, work out of a call center or outpatient clinic, and may float to cover areas based on staffing needs. Responsibilities include scheduling appointments for imaging, laboratory, clinic, infusion, treatment, and procedures, as well as monitoring and responding to appointment requests within the electronic medical record (EMR) workqueues.

Responsibilities

• Respond to a high volume of incoming telephone calls.
• Accurately schedule, reschedule, and cancel patient visits, including clinic appointments (in-person and telehealth), treatments (e.g., chemotherapy, radiation therapy, surgeries, procedures, and ancillary services).
• Register patients prior to visits and/or upon arrival, including updating demographics, verifying insurance, scanning documents, and processing referrals.
• Educate patients on providing medical records and other documentation needed for appointments.
• Schedule referral appointments for external offices and send necessary referral and medical records to referred offices using specialty software modules such as Beacon.
• Deliver expert knowledge of clinic-specific processes and communicate using accurate medical terminology.
• Complete daily reminder calls to patients prior to the day of service.
• Assist with daily charge audits, maintaining logs, records, and miscellaneous data as directed.
• Prepare patient charts prior to the day of service, including reports and office notes.
• Contact manufacturer representatives to notify them of scheduled procedures when applicable.
• Maintain an accurate calendar within the scheduling system and distribute schedules in a timely manner.
• Schedule multiple/cyclical events (e.g., laboratory tests, radiologic imaging, and procedures) at correct intervals and verify with referring physician orders.
• Effectively use automated scheduling programs and stay current with updates and revisions.
• Manage scheduling workload from assigned Appointment Request Workqueue (WQ), filter and prioritize requests per specialty standards, and communicate with providers and clinical teams.
• Schedule procedures to maximize utilization of available time and meet the needs of physicians and patients.
• Communicate and clarify schedule changes to minimize errors.
• Learn and understand scheduling guidelines, patient registration, pre-certification requirements, and basic health insurance and billing procedures.
• Identify urgent customer needs or operational issues and escalate appropriately.
• Accurately document and route calls to the proper department.
• Communicate with Financial Advisors regarding patient concerns about financial responsibility for appointments, treatments, or procedures.
• Direct patients to call their insurance provider for copay or benefits information or transfer calls to Financial Advisors for payment inquiries, including self-pay plans.
• Check out patients from clinic visits, provide after-visit summary options, and support EMR patient portal (EPIC MyChart) sign-up.
• Manage department Scheduling Inbasket and voicemails, and respond to scheduling requests via electronic patient communication platforms like MyChart and Artera.
• Assist with orienting and training new employees on scheduling processes, departmental protocols, and workflows.
• Build and maintain trusting relationships with providers and clinical teams to provide holistic, patient-centered scheduling services.
• Advocate for patients' needs (e.g., transportation, financial, logistical) and coordinate care appointments across multiple campuses.
• Maintain a customer-friendly relationship with office personnel and accommodate requests accordingly.
• Adjust schedules daily to ensure a smooth workflow.
• Float across multiple scheduling teams/specialties based on daily staffing needs.
• Attend and actively participate in staff training or educational activities related to the job role.
• Follow all regulatory and compliance standards, documented protocols, and guidelines.
• Meet competencies for the role to be eligible for advancement to the next level scheduling role.

Requirements

• High School Graduate or GED.
• 1 or more years of progressively responsible and directly related work experience in a healthcare setting OR some combination of direct customer service in a healthcare or contact center, including 6 months of experience in a patient scheduling position.
• Proven knowledge of EPIC EMR scheduling or other scheduling systems.

Preferred Qualifications

• College coursework completed towards an Associate’s or Bachelor’s Degree.
• 3 or more years of records keeping (preferably in a medical or radiology field).
• Bilingual skills with documented proof of competencies via language proficiency assessments.

Skills

• 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.
• Ability to perform the professional, clinical, and/or technical competencies of the assigned unit or department.