Patient Scheduling Specialist

About the role

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.

Responsibilities

• Responds to a high-volume of incoming telephone calls.
• Schedules/re-schedules/cancels patient visits; including clinic appointments (in person and telehealth), treatments such as chemotherapy, radiation therapy, surgeries, procedures and/or ancillary services.
• Verifies referring physician orders against scheduled appointments for accuracy.
• Communicate with Financial Advisor when the patient has concerns/questions about financial responsibility for appointments/treatments/procedures scheduled.
• Trains new employees on department, POD, and clinic-specific operational protocols and workflows.
• Handles calls as needed to ensure department meets service level goals.
• Monitors daily call volume to assign staff based on fluctuations.
• Ensures proper front desk coverage and remains in clinic until last patient is checked out and any follow-up visits are scheduled.

Qualifications

• 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).