Patient Scheduling Representative

Position Summary The Patient Scheduling Representative is responsible for creating a seamless patient experience by coordinating and scheduling appointments for patients. The role handles scheduling across multiple departments, may float to cover staffing needs, and may mentor lower‑level staff. The position may be located in a call center or one of the health system's outpatient clinics. Responsibilities and Essential Job Functions Respond to a high volume of incoming telephone calls and accurately schedule, reschedule, or cancel patient visits, including clinic appointments (in person and telehealth) and treatments such as chemotherapy, radiation therapy, surgeries, and ancillary services. Register patients before or at the time of visit, entering/updating demographics, verifying insurance, scanning documents, and processing referrals. Educate patients on required medical documentation for their appointments. Complete daily reminder calls to patients prior to the day of service and assist with daily charge audits and log/record maintenance as directed. Prepare patient charts for each service day, notify manufacturer representatives when applicable, and maintain an accurate scheduling calendar. Distribute schedules promptly as required. Schedule multi‑cycle events (laboratory tests, imaging, procedures) at correct intervals and verify accuracy with referring physician orders. Manage the Appointment Request Workqueue (WQ), filtering and prioritizing requests per specialty standards while maintaining communication with providers and clinical staff. Maximize time utilization when scheduling procedures and communicate any schedule changes to minimize errors. Build knowledge of scheduling guidelines, patient registration, and pre‑certification requirements; keep current with system changes and updates. Identify urgent customer needs or operational issues, escalating appropriately and accurately documenting calls for routing. Coordinate with the Financial Advisor regarding patient financial responsibilities and transfer related inquiries. Checkout patients from clinic visits, provide after‑visit summary options, and support EMR patient portal sign‑up (EPIC MyChart). Manage the Scheduling Inbasket and voicemails, engaging patients courteously and responding to electronic patient communications (MyChart, Artera). Assist in orienting new employees to scheduling processes and train them on operational protocols. Build and maintain trusting relationships with providers and clinical teams to offer holistic, patient‑centered scheduling services. Float across scheduling teams/specialties based on daily staffing needs. Participate in staff training and educational activities related to the role. Follow all regulatory and compliance standards, documented protocols, and guidelines. Meet competencies for role advancement and perform the professional, clinical, and technical duties of the assigned unit or department. These statements describe essential functions of the job and are not exhaustive; duties may vary by department. Required Education and Experience High School Graduate or GED. 1 or more years of progressively responsible, directly related healthcare work experience, or Combination of customer service in health care or contact center with at least 6 months in a UKHS patient scheduling position. Proven knowledge of EPIC EMR scheduling or other scheduling systems. Preferred Education and Experience College coursework completed towards an Associate’s or Bachelor’s Degree. 3 or more years of records‑keeping experience, preferably in a medical or radiology setting. Preferred Language Skills Bilingual with documented proof of language proficiency. Knowledge Requirements Ability to read, write, speak, and understand English. Basic computer skills including Microsoft Excel, Word, Outlook, and Teams. High level of customer service skills focusing on problem resolution. Time Type Full time Job Requisition ID R-55044 Equal Employment Opportunity Statement The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally protected status. The health system provides reasonable accommodations to qualified individuals with disabilities and requires an accommodation request via the provided email. Employment is contingent upon agreement to the health‑system dispute resolution program and signing the agreement to the DRP. #J-18808-Ljbffr