Scheduler I, Full Time, Days, 10ma-6pm, Central Scheduling, Morristown, NJ

About the role

The Scheduler I role is involved in patient care handling a large volume of inquiries and requests from patients and providers for access and assistance in scheduling diagnostic outpatient imaging services, physician referrals, appointments, and general department information across all Atlantic Health locations. Responsibilities include accurate scheduling, insurance eligibility verification, pre-authorization, financial assistance screening, estimate creation and collections, and ensuring accurate patient registration data collection. The role also involves transcription and scanning of exam referrals/orders into the patient’s EMR, following up with payers to obtain determinations, and escalating issues as necessary to ensure pre-service approval. Work assignments are flexible and prioritized based on daily needs while following established metrics and guidelines.

Responsibilities

• Accurately handle incoming phone calls, SMS requests, electronic web requests, and perform patient registration, outbound calls, and appointment scheduling for all Atlantic Health System locations within a high-volume, fast-paced environment.
• Ensure accurate and timely completion of inbound scheduling requests via fax or electronic work queues.
• Identify special patient needs (e.g., accommodations, exam protocols, interpreter services).
• Promote patient portal usage and connect patients to registration resources when applicable.
• Ensure patients are aware of upcoming appointments at the time of scheduling and assist with cancellations or rescheduling.
• Complete the patient’s Face sheet with all necessary demographic and insurance information and forms to expedite check-in.
• Maintain and update patient accounts for medical and financial eligibility.
• Operate within Epic Work queues to review upcoming visits, obtain billing and insurance information, and secure necessary authorizations.
• Coordinate with patients and physician practices to obtain missing information or inform patients of appointment status and financial responsibility.
• Perform real-time insurance verification and interpret responses.
• Communicate insurance participation, financial responsibility (if applicable), and time-of-service policies to patients.
• Collect pre-service financial responsibility for upcoming services.
• Proactively solicit customer feedback and provide timely responses to internal and external customer needs.
• Support revenue cycle department policies, practices, and goals related to patient experience and quality outcomes.
• Meet individual productivity and quality expectations in all job functions and escalate cases as appropriate.
• Report errors and mistakes in the system to direct supervisor to promote education, coaching, and training opportunities.
• Maintain knowledge of insurance requirements and complete all required trainings, including staff meetings and in-services.

Requirements

• 0–3 years of prior experience.
• High school diploma or equivalent.
• All legally and reasonably expected certifications needed for the function and level.

Preferred

• Associate or bachelor’s degree preferred.
• Call center experience, preferably in a radiology or imaging location.
• Applicable experience as a scheduler, practice office assistant, or patient access representative.
• Electronic Medical Record (EMR) experience, preferably Epic.