Scheduler I, Central Scheduling, Full Time, Days, 9am-5pm, AMG Prof Call Center Primary Care, Morristown, NJ

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 and providers for access/assistance in scheduling appointments for physicians across Atlantic Medical Group locations. We are seeking a scheduler to fill the Monday–Friday, 9 am–5 pm schedule.

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 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 patients 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 timely and appropriate care.
• Completes the patient’s face sheet at the time of scheduling with all necessary demographic, insurance information, forms, and 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 patients and physician practices as required to obtain missing information or to inform patients 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 and 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 the direct supervisor to promote education, coaching, and training opportunities.
• Maintains knowledge of insurance requirements and completes all required trainings, participates in staff meetings, and in-services.

Requirements

• High school diploma or equivalent.

Preferred Qualifications

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