Care Connections Scheduling Coordinator

Care Connections Scheduling Coordinator

Be the First Connection to Care At University Hospitals, our mission is to heal, teach, and discover. Care Connections plays a critical role in that mission by ensuring patients can access care when they need it. As a Scheduling Coordinator I, you will serve as the first point of contact for patients and families across the UH Health System, supporting access to care in a fast-paced call-center environment. In this entry-level role, you will act as a compassionate, trusted partner for those seeking healthcare services by listening with empathy, responding with professionalism, and helping connect each caller to the appropriate appointment or resource. No prior healthcare experience is required. Care Connections provides structured training, tools, and ongoing support to help you succeed.

How You'll Support Our Mission:

• Answer a high volume of inbound calls in a Care Connections call-center environment, serving patients, families, and caregivers across the UH Health System
• Provide compassionate, patient-centered service by actively listening and understanding each caller's unique needs and preferences
• Schedule appointments accurately and efficiently to promote timely access to care
• Serve as an advocate for patients by guiding them through services, providers, and next steps within UH
• Enter and validate demographic, insurance, and appointment information to ensure accurate patient records and system integrity
• Explain appointment details and pre-visit preparation requirements in a clear, respectful, and supportive manner
• Identify when referrals or insurance limitations apply and communicate available options or next steps
• Collect and process co-pays, deductibles, and other patient payments when applicable
• Respond to a wide variety of questions related to physicians, services, locations, and logistics
• Collaborate with Care Connections team members, clinics, and departments to enhance the patient experience and support operational excellence
• Meet quality and productivity standards with coaching and support during the first 90 days of employment
• Appropriately escalate concerns to Care Connections leadership to support service recovery and ensure positive patient outcomes

What Helps You Be Successful in This Role:

• A genuine desire to help others and make a positive impact
• Comfort working in a call-center environment with frequent phone interactions
• Strong listening, communication, and customer service skills
• Ability to multitask, stay organized, and manage multiple systems

Ways You'll Contribute:

• Support UH's commitment to patient experience, safety, and service excellence
• Represent the University Hospitals brand with professionalism, integrity, and empathy on every interaction
• Adapt to changing workflows, policies, or system needs while maintaining a patient-first approach
• Contribute to a respectful, inclusive, and team-oriented work environment
• Uphold UH standards related to confidentiality, compliance, and ethical conduct

Additional Responsibilities:

• Perform other duties as assigned to support Care Connections operations and system needs
• Comply with all University Hospitals policies, standards, and procedures
• Safeguard Protected Health Information (PHI) in accordance with UH policies, annual training, and the UH Code of Conduct

Qualifications:

• Education: High School Equivalent / GED (Required), Associate's Degree (Preferred), Bachelor's Degree (Preferred)
• Work Experience: 1+ years of customer service-related experience or office (Required), 2+ years preferred, Associate or Bachelor degree will be accepted in lieu of 1 year work experience (Required)
• Knowledge, Skills, & Abilities: Knowledge of Microsoft Word and Excel applications. (Required proficiency), Able to adhere to structured call center metrics in a closely monitored, fast paced environment. (Required proficiency), Ability to function independently and as a team player. (Required proficiency), Professional demeanor (Required proficiency), Microsoft Office, telephony software and experience with scheduling software such as Epic or Soarian. (Preferred proficiency)
• Licenses and Certifications: Certified Healthcare Access Associate (CHAA) will be accepted in lieu of 1 year of work experience (Preferred)

Physical Demands:

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely 20 lbs
• Carrying Rarely 20 lbs
• Pushing Rarely 20 lbs
• Pulling Rarely 20 lbs
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements: 10%

Primary Location: United States-Ohio-Shaker_Heights

Work Locations: 3605 Warrensville Center Road Shaker Heights 44122

Job: Administrative Support Organization: UHHS_Health_System Schedule: Full-time Employee Status: Regular-ShiftDays Job Type: Standard Job Level: Entry Level Travel: No Remote Work: Hybrid Job Posting: Jun 12, 2026, 6:26:59 PM