Scheduler I, Central Scheduling, Full Time, Days, 10am-6pm, AMG Prof Call Center Primary Care

About the role

The Scheduler I role is involved in patient care handling of a large call volume of inbound and outbound inquiries and requests from patients, providers for access/assistance in scheduling appointments for physicians across Atlantic Medical Group locations. We are seeking a scheduler to fill the Monday – Friday, 10 am – 6 pm shift.

Responsibilities

• Accurately handles incoming phone calls, SMS requests, performs patient registration, places outbound phone calls and schedules appointments for Atlantic Medical Group practices within a high call/fast-paced call volume environment.
• Ensures accurate and timely completion of inbound scheduling requests via fax or electronic work queues.
• Indicates special patient needs (e.g., special accommodation, exam protocols, interpreter, etc.).
• Promotes patient portal usage and connects to registration resources when applicable.
• Ensures patients are aware of their upcoming appointment at the time of scheduling; assists with canceling and rescheduling services.
• Triages and manages patient referrals to appropriate specialty practices to ensure patients receive timely and appropriate care.
• Completes the patient’s face sheet at the time of scheduling with all necessary demographic/insurance information and forms/documents to expedite the check-in process.
• Maintains and updates patient accounts for medical and financial eligibility.
• Operates within Epic work queues to stay up to date with all upcoming visits requiring review.
• Coordinates with patient and physician practice as required to obtain any missing information or to inform the patient of the status of their appointment.
• Performs real-time insurance verification and interprets responses.
• Communicates insurance participation, financial responsibility (if applicable), and time-of-service policy to the patient population.
• Proactively solicits customer feedback.
• Provides proactive and timely responses to internal and external customer needs and requests.
• Supports revenue cycle department policies, practices, and goals related to the patient experience and quality outcomes.
• Meets individual productivity and quality expectations in all job functions; escalates cases as appropriate.
• Reports errors and mistakes found in the system to direct supervisor to promote education, coaching, and training opportunities for others.
• Maintains knowledge of insurance requirements.
• Completes all required trainings, participates in staff meetings, and attends in-services.

Requirements

• High school diploma or equivalent.

Qualifications

• Preferred: 1–3 years of prior experience in a contact center or front-facing medical office setting.

About Atlantic Medical Group

Atlantic Medical Group is a physician-led and physician-governed organization that delivers the highest-quality health care at the right place, the right price, and the right time. We are a multispecialty physician group with more than 1,000 doctors, nurse practitioners, and physician assistants at over 300 locations throughout northern and central New Jersey and northeast Pennsylvania. Our mission is to deliver exceptional care recognizing the unique needs of all those we serve. Our vision is to achieve the best outcomes with our patients at the center of the physician-led team, driven by service, innovation, and continuous learning. Our integrated network offers seamless access to Atlantic Health’s entire health care continuum and our nationally and regionally ranked hospitals. In collaboration with Atlantic Health, several of our practices offer urgent care and walk-in services. In addition to primary care physicians, the team includes specialists that care for patients in all aspects of their health from pediatrics to geriatrics and everything in between. We make health decisions easier for patients with enhanced access to referrals.

Benefits

• Medical, dental, vision, and prescription coverage (for team members working 22.5 hours per week or above).
• Life and AD&D insurance.
• Short-term and long-term disability (with options to supplement).
• 403(b) retirement plan with employer match and additional non-elective contribution.
• Paid time off and paid sick leave.
• Tuition assistance, advancement, and academic advising.
• Parental, adoption, and surrogacy leave.
• Backup and on-site childcare.
• Well-being rewards and employee assistance program (EAP).
• Fertility benefits and healthy pregnancy program.
• Flexible spending and commuter accounts.
• Pet, home & auto, identity theft, and legal insurance.