Scheduling Customer Service Representative

Scheduling Customer Service Representative

National Jewish Health is seeking a compassionate and customer-focused Scheduling Customer Service Representative to help connect patients with the specialized care they need. As the first point of contact for many patients, this role plays a critical part in creating an exceptional patient experience by coordinating appointments, providing guidance and ensuring a seamless scheduling process. This is an excellent opportunity for candidates who enjoy helping others, thrive in a fast-paced environment and are interested in building a career in healthcare.

Key Responsibilities

• Schedules appointments for physicians and ancillary services while ensuring accuracy and continuity of care
• Serves as a primary resource for patients, providing updates and guidance throughout the scheduling process
• Collects and maintains patient demographic, insurance and clinical information
• Collaborates with clinical teams and support departments to coordinate a seamless patient experience
• Delivers exceptional customer service through every patient interaction

National Jewish Health is the nation's leading respiratory hospital, recognized for excellence in patient care, research and education. Scheduling Customer Service Representatives play an important role in ensuring patients can access world-class care, supporting a mission-driven organization dedicated to improving lives through innovation, compassion and service excellence.

Position Summary

The Scheduling Customer Service Representative is responsible for answering incoming calls and making outbound calls to schedule appointments for physician and ancillary services. Maintains communication with both patients and clinical staff to ensure a successful patient experience.

Essential Duties

• Provides excellent customer service to patients, co-workers, physicians and clinical staff.
• Schedules new patient appointments for both physicians and ancillary departments appropriately and accurately.
• Collects and updates all necessary patient demographic, insurance, and clinical information.
• Accurately updates computer systems with patient demographic, insurance, and appointment information.
• Ensures appropriate clinic has accurate patient information as to the nature, severity and duration of concern.
• Communicates with patients to keep them apprised of the status of their appointments. Monitors all aspects of individual patient schedules for continuity of appointments and appropriate prerequisite appointments.
• Communicates with Admissions, Financial Counseling and Utilization Management when necessary to ensure a successful patient visit.
• Communicates with clinicians to ensure that patient appointments are accurately scheduled.
• Maintains knowledge of NJH clinical operations, insurance procedures, and clinical terminology. Maintains appropriate level of expertise with the Registration systems, Scheduling system, Passport and Electronic Medical Record system.

Competencies

• Accountability
• Adaptability
• Attention to Detail
• Customer Focus
• Decision Making
• Informing and Communicating
• Peer Relations

Supervisory or Managerial Responsibility: None

Travel: None

Core Values

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Be well groomed, appropriately for your role and wear ID Badge visibly.
• Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
• Promotes a workplace culture based on mutual respect and merit, where all individuals are treated fairly and provided with equal opportunity to contribute to the mission and goals of the institution.
• Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
• Wears appropriate PPE as outlined by the infection control policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications

• Education: High School Diploma or equivalent required.
• Work Experience: One year customer service experience required. One year patient scheduling or health care call center experience preferred.
• Special Training, Certification or Licensure: Candidates who are bilingual speaking Spanish are highly desired.

Salary Range: $20.69 - $27.36. Candidates who are bilingual speaking Spanish will receive an additional $1.00/hour language differential.

Benefits

At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset. With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.

• Comprehensive Medical Coverage
• Paid Time Off
• Dental & Vision Plans
• Retirement Savings
• Wellness Incentives
• Tuition Reimbursement
• Child Care Assistance
• Loan Forgiveness
• Disability & Life Insurance
• Voluntary Benefits
• Exclusive Discounts

National Jewish Health