Scheduling Access Representative I

Children’s Wisconsin is a nationally recognized health system dedicated solely to the health and well‑being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country, and we offer a wide variety of rewarding career opportunities.

Job Summary

This role is an active member of the access team and works to welcome patient families to Children’s Medical Group for appointment scheduling following the scheduling modules, serving as a liaison between patient families and the clinic. The position reports to the CMG Contact Center Supervisor and collaborates with the Regional Access Specialist and clinic leadership for optimal outcomes.

Responsibilities

• Provides exceptional patient experience by assisting patients, parents, providers and other staff, delivering access services in line with scheduling modules and the Patient Experience Promise.
• Utilizes EPIC scheduling applications and work queues to facilitate appointment scheduling, wait‑list management, reschedule lists, cancelled appointments, registration work queues, patient communication/texting platform, and In‑Basket Review.
• Supports registration of patients and/or legal guardians with a MyChart account and access.
• Secures appropriate release‑of‑information authorizations and maintains HIPAA compliance.
• Enters all registration information accurately and completely per the Appointment Scheduling Module and Complete Registration Document, including demographics, consent, insurance information, and ensures the entire checklist is completed.
• Maintains proficiency with EPIC and other required applications.
• Adheres to the Children’s Organizational Code of Ethics and ensures personal actions and those of supervised employees comply with applicable policies, regulations, and laws.

Requirements

• High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED).
• Less than 1 year of related work experience in a healthcare setting.

Preferred Qualifications

• Related work experience within a contact/call center setting.

Knowledge, Skills and Abilities

• Knowledge of medical terminology, medical menu software, medical billing, patient scheduling and business office procedures (preferred).
• Excellent interpersonal skills to assist patients, parents, physicians and other staff.
• Strong concentration skills to serve a variety of people in a fast‑paced environment and handle incoming calls efficiently and accurately.
• Flexibility to prioritize efforts to meet the needs of patients, parents, physicians and staff.
• Ability to work independently with limited in‑person oversight while meeting quality metrics and identified measures.
• Ability to sit for extended periods; may be required to stand for extended periods and lift up to 25 pounds.
• Ability to assist and support other primary care locations as requested by leaders or per the Children’s Medical Group float policy.

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