Scheduling Specialist, Associate | Oncology

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

Responsibilities

• Coordinate and manage all chemotherapy, injection, lab, port flush, and related appointments.
• Ensure MD orders, referrals, and authorizations are secured and processed.
• Complete all 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 the scheduling of all treatments and injections.
• Handle all patient calls related to treatment, injection, and lab scheduling or rescheduling.
• Assist with phones, scheduling, chart preparation, and front office coverage as needed.
• Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, resources, registration (directions, parking, appointment preparation), and related inquiries.
• Attend all Scheduling Services meetings, trainings, and educational discussions as scheduled.
• Communicate effectively and courteously with managers, supervisors, and team leaders.
• Conduct outbound service calls in accordance with departmental initiatives, including post-discharge appointment coordination.
• Drive First Call Resolution on 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, written communication, and online interactions.
• Provide exemplary customer service by being proactive and responsive to all patient and physician requests.
• Remain current on all departmental policies, procedures, plan benefit designs, and modifications.
• Research inquiries from patients, physicians, and office staff, documenting actions required to close out inquiries.
• Review and update patient demographic and insurance information to ensure data integrity.
• Schedule patient appointments accurately and timely, prioritizing patient satisfaction and first-call resolution.
• Adhere to Scheduling Services guidelines for obtaining patient information and conveying proper exam instructions.
• Serve as a mentor to newly hired staff members, role-modeling service excellence and a patient-centric experience.
• Perform other duties as assigned.

Requirements

• High School Graduate.
• Minimum of one year of experience in a Customer Service and/or Call Center Environment.
• Service Excellence mindset with a commitment to providing a high level of patient care.
• Excellent organizational, interpersonal, and communication skills (written and oral).
• Strong ability to make independent decisions.
• Proficient in Microsoft Office and Excel preferred.
• Strong problem-solving abilities to evaluate and address patient/physician inquiries.
• Desire to help others and portray empathy in all situations.
• Demonstrated flexibility and motivation to learn and grow in the role.
• Complete understanding of "Excellence in Service" requirements.

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.

Licensure, Certifications, and Clearances

• Act 34