Procedure Scheduling Representative

About the role

Position requires utilization of clinical knowledge to schedule appropriate procedures per provider’s orders. The Procedure Scheduler must schedule office-based and ASC procedures consistent with the patient’s diagnosis and procedure request, while providing excellent customer service to patients, employees, and the public. The role involves responding to written and oral correspondence regarding scheduling changes or cancellations in a timely and accurate manner, managing a demanding workload with organization and precision.

Responsibilities

• Enters notes and special instructions needed for scheduling in the electronic medical record.
• Utilizes clinical knowledge to determine if appointments align with the diagnosis or indications provided by the provider.
• Provides accurate, detailed information to patients regarding test preparations, arrival times, and other necessary directions; addresses patient questions appropriately.
• Performs duties in accordance with the Company’s Mission, vision, and goals.
• Delivers exceptional customer service to patients and their families.
• Exercises confidentiality in all areas, adhering to HIPAA rules and regulations.
• Obtains patient emails for patient portal registration.
• Maintains EMR patient case workflow.
• Processes and schedules follow-up appointments through the EMR.
• Schedules patient procedures in accordance with insurance guidelines.
• Organizes and performs work efficiently, demonstrating standards of performance (ownership, teamwork, communication, compassion) that support patient satisfaction and service excellence.
• Ensures all necessary paperwork and documentation (e.g., referrals, ID, insurance cards) are up to date and present at the time of service.
• Handles phone inquiries from patients and others, screening calls to determine urgency and directing them to appropriate personnel.
• Makes appointments via telephone, patient portal, and in-person.
• Copies, barcodes, and scans medical records as needed.
• Maintains cleanliness of the patient waiting area.
• Checks work email regularly throughout the workday.
• Participates in and completes all required trainings and in-services.
• Performs other duties as assigned.

Requirements

• High School Diploma or equivalent.
• Knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook).
• Excellent written and oral communication skills, including exceptional customer service.
• Ability to establish and maintain effective working relationships with doctors, clinical staff, co-workers, and the public.
• Ability to work individually as well as within a team.
• Ability to follow both verbal and written instructions.
• Flexibility to work a variable schedule.
• Patience and understanding during stressful conditions related to patient health and emergent situations.
• Strong multitasking and prioritization skills.
• Extreme attention to detail.
• Strong organizational skills.
• Problem-solving and reasoning abilities.
• Ability to meet predefined quality standards.
• Professional attitude and appearance at all times.
• Working knowledge of the healthcare field, medical specialty, and medical terminology.
• Strong desire to provide excellent customer service, comply with organizational rules and regulations, maintain high ethical and professional standards, and continuously improve professional performance.

Preferred Qualifications

• Associate’s Degree from an accredited college or university.
• One (1) year of prior experience working with an Electronic Medical Record (EMR).

Driving/Travel

The employee must have reliable transportation. Travel for this position may be required up to 25%. While the primary workplace may be closest to the employee’s home, work assignments could be in any of the Company’s locations.