Patient Scheduler

Patient Scheduler

The Patient Scheduler is responsible for coordinating and scheduling patient appointments, ensuring efficient patient flow and optimal use of clinical resources. This role works closely with behavioral health clinicians and clinical support staff caring for patients enrolled in the TCHATT program, which provides telemedicine or telehealth programs to school districts in Central Texas to help identify and assess the behavioral health needs of children and adolescents and provide access to behavioral health services. The Patient Scheduler plays a vital role in enhancing patient satisfaction and operational efficiency by managing appointment schedules and communicating with stakeholders regarding appointments. This is a state-funded position sponsored by the Texas Child Mental Health Care Consortium (TCMHCC).

A flexible working arrangement can be accommodated based upon the needs of the program and with supervisor approval. This position may require occasional work on-site for some of the scheduled work week. Remote work will require reliable internet access and a suitable private workspace free from distractions. This position will work 40 hours per week with daily hours designated between 7 a.m. and 6 p.m. Monday through Friday. This position has an end date of 8/31/2027, but may be renewable based upon availability of funding, work performance, and progress toward goals. Funding is expected to continue.

ESSENTIAL JOB FUNCTIONS:

• Schedule Patient Appointments
• Schedule, cancel, and reschedule patient appointments.
• Coordinate with behavioral health providers and clinical support staff to ensure availability.
• Manage and prioritize appointment requests based on urgency.
• Patient and Stakeholder Communication
• Communicate with patients, guardians, and referring entities.
• Communicate with patient and/or guardian regarding appointment details, changes, and cancellations.
• Complete appointment confirmation calls, ensuring patients attend their appointment and support with rescheduling requests.
• Support families, by phone, email or as requested in clinical visits, who need extra assistance in completing required forms, have language barriers, or trouble accessing virtual telehealth services.
• Respond to inquiries and requests from patients, guardians, and referring entities in a timely manner via phone, text, email, virtual calls and other program platforms.
• Answer inquiries regarding appointment schedules.
• Provide information about clinical services and processes.
• Maintain Patient Records
• Gather needed information and forms to create client charts in the electronic health record (EHR) system.
• Update and manage patient records in the EHR system.
• Ensure confidentiality and accuracy of patient information.
• Follow policies around documentation standards and timelines.
• Coordinate with Clinical Staff
• Work closely with behavioral health professionals to schedule appointments.
• Ensure smooth and efficient patient flow.
• Address and resolve scheduling conflicts.
• Other duties as identified by department
• MARGINAL OR PERIODIC FUNCTIONS:
• Report Equipment Malfunctions
• Report and troubleshoot technical issues.
• Coordinate with IT for resolution.
• Support Administrative Tasks
• Assist with data entry and record-keeping.
• Provide clerical support.

KNOWLEDGE/SKILLS/ABILITIES

Customer Focus

• Skilled Definition: Understands and meets the needs of customers; provides excellent service.
• Effective Behaviors:
• Responds promptly to patient and stakeholder inquiries.
• Maintains a positive attitude.
• Resolves issues efficiently.

Interpersonal Savvy

• Skilled Definition: Relates well to all kinds of people; builds rapport easily.
• Effective Behaviors:
• Communicates clearly and effectively.
• Demonstrates empathy and understanding.
• Handles difficult situations with tact.

Action Oriented

• Skilled Definition: Takes on new opportunities and challenges with energy and enthusiasm.
• Effective Behaviors:
• Acts quickly to address issues.
• Shows initiative in improving processes.
• Maintains high productivity levels.

Decision Quality

• Skilled Definition: Makes good decisions based on analysis, wisdom, experience, and judgment.
• Effective Behaviors:
• Evaluates options thoroughly.
• Considers the impact of decisions.
• Makes timely and effective decisions.

Manages Conflict

• Skilled Definition: Handles conflicts effectively; finds common ground and solutions.
• Effective Behaviors:
• Addresses conflicts directly.
• Mediates disputes calmly.
• Seeks win-win solutions.

EDUCATION & EXPERIENCE

MINIMUM QUALIFICATIONS:

Requires a High School Diploma/GED with at least 2 year(s) of experience in a similar role.

Basic computer skills and familiarity with scheduling software.

Relevant education and experience may be substituted as appropriate.

PREFERRED QUALIFICATIONS:

Bachelor's degree in a related field with at least 2 year(s) of experience in a medical, mental health, educational, or other related setting.

Advanced proficiency in scheduling software and customer service.

Bilingual in Spanish and English.

Experience in electronic medical record systems management.

LICENSES, REGISTRATIONS OR CERTIFICATIONS

REQUIRED:

None

PREFERRED:

Certification in Healthcare Access Management (CHAM)

Salary Range

$40,000+ depending on qualifications

WORKING ENVIRONMENT/EQUIPMENT

Standard office equipment

Repetitive use of a keyboard

Required Materials

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

The University of Texas at Austin Staff