Scheduling Specialist, Associate | Oncology

UPMC Hillman Cancer Center is seeking a Scheduling Specialist, Associate to support our medical oncology office at UPMC St. Margaret. You'll be at the center of patient care, ensuring treatment schedules run smoothly and supporting patients throughout their journey.

About the Role

The UPMC Hillman Cancer Center strives to deliver excellent patient-focused care. This role involves coordinating complex treatment schedules, communicating directly with patients, and collaborating with clinical team members in a fast-paced environment.

Responsibilities

• Coordinate and schedule all chemotherapy, injection, lab, port flush, and related appointments.
• Ensure MD orders, referrals, and authorizations are secured and processed.
• Complete pre-treatment chart prep tasks, including verifying signed orders and treatment authorizations.
• Contact patients regarding missed or canceled appointments, confirm rescheduling in Epic, and reconcile with hospital lists.
• Serve as the point of contact between clinical staff, physicians, and financial coordinators for scheduling treatments and injections.
• Handle all patient calls related to treatment, injection, and lab scheduling or rescheduling.
• Provide front office support, including phones, scheduling, chart preparation, and coverage as needed.
• Act as a patient advocate by providing guidance, interpretation, and education on scheduling, resources, registration, and related inquiries.
• Attend all Scheduling Services meetings, trainings, and educational discussions.
• Communicate effectively with managers, supervisors, and team leaders.
• Conduct outbound service calls in accordance with departmental initiatives to discuss post-discharge appointment requirements.
• Drive First Call Resolution for every inquiry by completing necessary outreach calls on behalf of the patient.
• Maintain employee and patient confidentiality at all times.
• Provide a world-class patient experience, focusing on service excellence and one-contact resolution.
• Assist with managing Scheduling Center volume and performance by ensuring efficiency in inbound/outbound calls and communications.
• Provide exemplary customer service by being proactive and responsive to patient and physician requests.
• Remain current on all departmental policies, procedures, and plan benefit designs.
• Research inquiries from patients, physicians, and office staff, documenting actions required to resolve issues.
• Review and update patient demographic and insurance information to ensure data integrity.
• Schedule patient appointments accurately and timely, adhering to department protocols.
• Serve as a mentor to newly hired staff, modeling service excellence and a patient-centric experience.

Requirements

• High School Graduate.
• Minimum of one year of experience in a Customer Service and/or Call Center Environment.
• Service excellence mindset with a focus on enhancing the patient experience.
• Excellent organizational, interpersonal, and communication skills (written and oral).
• Strong ability to make independent decisions.
• Proficiency in Microsoft Office and Excel preferred.
• Strong problem-solving abilities to address patient and physician inquiries.
• Desire to help others and portray empathy in all situations.
• Flexibility and motivation to learn and grow in the role.
• Thorough understanding of "Excellence in Service" requirements.

Licensure, Certifications, and Clearances: Act 34

Benefits

• Premier benefits package supporting well-being.
• Endless growth opportunities for career advancement and continuous learning.

Schedule

Monday through Friday — no evenings, weekends, or holidays.