Call Center Scheduler

Key Tasks and Responsibilities:

 Essential Functions:

• Answer and triage incoming calls from patients, referring offices, and insurance companies.
• Provide clear, compassionate communication to assist patients with appointment needs, procedure information, and general inquiries.
• Document patient interactions in accordance with organizational standards.
• Schedule office visits, treatments, and procedures for Providers at the Pain Center, and the hospital.
• Collaborate closely with the nursing team to ensure appropriate timeframes and clinical requirements are met prior to scheduling patients.
• Ensure all required patient documentation, orders, and authorizations are obtained before confirming appointments.
• Update and maintain accurate patient accounts and demographic information within the scheduling system and electronic health record (EHR).
• Verify insurance information when necessary, coordinating with insurance companies as needed.
• Triage and process incoming referrals received through the referral management system.
• Ensure 100% confirmation back to referring providers, including documentation of acceptance, denial, or need for additional information.
• Maintain timely follow-up to guarantee continuity of care and positive referral relationships.
• Communicate effectively with providers, nursing staff, hospital schedulers, and other medical offices to ensure smooth scheduling workflows.
• Support organizational goals related to patient access, quality care delivery, and operational efficiency.
• Performs other duties as assigned.

Non-Essential Functions:

• Actively supports and upholds the mission and core values of the Hospital.
• Remains knowledgeable of and follows Hospital policies.
• Always maintains confidentiality of patient and hospital information.

Experience Required:

• Two years’ previous experience with scheduling.
• Computer skills, basic office skills, and knowledge of medical terminology.

Environmental and Physical Requirements

• Must be able to read and speak English fluently.
• Cognitive skills for math, reading, computer skills, and communication skills to interact effectively with the public and peers.
• Vision requirements: near, mid-range, far, and accommodation.
• Hearing requirements: low, medium, and high-pitch sounds.
• Minimal up and down activity may be required.
• Job risks include exposure to computers for 6-7 hours per day with typing activities.
• Lifting requirements: 20-30 pounds maximum.

Equal Employment Opportunity (EEO) & Americans with Disabilities Act (ADA) Statement:

Our hospital is committed to fostering an inclusive and diverse workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law. Additionally, we provide reasonable accommodation for qualified individuals with disabilities in the application and employment process. If you require assistance or accommodation due to a disability, please contact Human Resources so that we may engage in an interactive process to determine appropriate accommodation.