Scheduling & Arrival Specialist I / Ambulatory Scheduling - FLOAT

Job Description

Schedule

Monday-Friday variable days

At Children's, the region's only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team-and join us in providing brighter, healthier tomorrows for the children we serve.

Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview
The Scheduling and Arrival Specialist plays a key role in creating a positive first impression and ensuring a smooth experience for patients and families. Specialists are embedded within clinic teams, developing deep expertise in provider clinical standards, decision trees, and scheduling templates to ensure accurate appointments and seamless coordination of patient care. The Scheduling and Arrival Specialist ensures that every patient interaction, whether in person or by phone, is handled with accuracy, empathy, and efficiency, reflecting our People First Promise and ICARE values. In support of patient care and team needs, this role may occasionally provide coverage at other locations based on patient volume or operational demand.

Essential Functions

• Patient Check-In
  • Greet and assist patients upon arrival, providing a warm, professional, and efficient experience.
  • Collect and verify minimum data set, required forms, and consents according to policy.
  • Manages patient financial co-pay responsibilities.
  • Guide patients with enrolling, utilizing, and troubleshooting digital self-service platforms and navigating registration process.
• Scheduling and Coordination
  • Schedule, reappoint, and reschedule patient appointments according to provider guidelines and clinic templates.
  • Manage incoming scheduling requests and ensure timely follow-up on patient inquiries.
  • Coordinate referrals, ensuring appropriate documentation and appointment scheduling.
  • Process scheduling work ques and in-baskets promptly, maintaining accuracy and completeness.
  • Assist with overflow inbound calls and make outbound calls to confirm, reschedule, or remind patients of appointments as needed.
  • Provide patients with information on upcoming appointments., procedures, and any preparation requirements.
  • Collaborates with Appointment Specialists, Insurance Specialists, clinical teams, and providers to ensure seamless coordination of care and patient access.
• Customer Service
  • Model highest level of customer service through the lens of Children's ICARE values of innovation, collaboration, accountability, respect and excellence at all times and in every interaction.
  • Serve as the primary point of contact in the waiting space, addressing patient inquiries and providing directions or information as needed.
  • Ensure a positive and professional demeanor during all patient interactions, resolving scheduling inquiries promptly and courteously.
  • Respond to patient questions with prompt resolution and follow-up as needed.
  • Support a positive patient experience by maintaining a clean, organized, and welcoming front desk area.
• Systems and Process Management
  • Utilize Epic and other systems to document actions, update demographics, and manage communications.
  • Follow established decision trees and department workflows to ensure accuracy and compliance.
  • Identify process improvements and participate in performance and quality initiatives.
• Compliance and Adherence
  • Accurately document all patient interactions, scheduling details, and application enrollment data in the hospital's electronic health record (EHR) system.
  • Maintain confidentiality and comply with HIPAA and hospital policies during data entry and patient communication.
  • Ensure compliance and adherence to the Scheduling Guidelines including utilization of templates, decision trees, and phone systems metrics.
• Quality Assurance and Continuous Improvement
  • Identify opportunities to improve scheduling workflows and contribute to discussions on enhancing the patient scheduling experience
  • Report issues or trends in patient calls, such as recurring technical issues, to Ambulatory Scheduling leadership for potential process improvements.

Education Qualifications

• High School Diploma High school diploma or equivalent Preferred

Experience Qualifications

• Customer service or reception, or call center experience Preferred

Skills and Abilities

• Strong communication, organizational, and problem-solving skills, with attention to detail. (High proficiency)
• Basic technical skills to assist with various patient needs. (Medium proficiency)
• Pursues making great experiences extraordinary. (Medium proficiency)
• Be proactive and creative in creating personalized connections to patients and their families. (Medium proficiency)
• Strong interpersonal and customer service skills, with a patient-centered approach. (High proficiency)
• A desire to care greatly for children, (High proficiency)
• Ability to handle sensitive patient information and maintain confidentiality. (High proficiency)
• Excellent organizational skills and attention to detail. (Medium proficiency)
• Ability to manage multiple tasks efficiently in a fast-paced environment. (Medium proficiency)

Licenses and Certifications

• Bilingual skills preferred; candidates must pass a bilingual proficiency test to qualify for bilingual pay. Preferred

Children's is the very best for kids and the very best for your career! At Children's, we put YOU first so together, we can improve the life of every child!