Ambulatory Access Center Representative, Referral Scheduling, Full Time, First Shift

UC Health•Cincinnati, OH

10d

About The Position

UC Health is hiring an Ambulatory Access Center Representative for Ambulatory Referral Scheduling. The Outbound Referral Scheduler provides scheduling support for ambulatory patients referred for care by proactively contacting patients and coordinating appointments with identified UC Health ambulatory departments. The role provides a positive and professional patient experience while helping patients access care in a timely manner. The representative reviews assigned referrals, conducts outbound patient outreach, identifies appropriate appointment options based on established scheduling guidelines, and accurately documents outreach attempts and scheduling outcomes. The role also identifies barriers that may require additional review or escalation and works with Access Center teams, ambulatory departments, and other resources to support referral scheduling and resolution.

Requirements

High school diploma or GED.
Excellent customer service skills and attitude.
Ability to work under pressure in a fast-paced call center environment.
Knowledge of medical terminology.
Excellent attention to detail.
Excellent written and oral communication skills.
Strong interpersonal skills and ability to communicate effectively with patients.
Ability to navigate multiple computer applications and scheduling resources.
Ability to accurately schedule appointments according to established guidelines.
Ability to manage assigned referral work and prioritize outbound scheduling activities.
Strong organizational and time-management skills.
Ability to accurately document patient outreach, scheduling activity, and referral outcomes.
Ability to identify barriers or exceptions and follow established escalation processes.
Ability to work independently while contributing effectively within a team environment.

Nice To Haves

Zero to six months of experience in customer service, a call center, scheduling, healthcare, or another service-focused environment.
Previous healthcare scheduling, patient access, referral management, or medical office experience.
Experience working in a centralized contact or Access Center environment.
Familiarity with electronic health records and patient scheduling systems.
Knowledge of ambulatory scheduling workflows.

Responsibilities

Initiate outbound calls to patients with referrals requiring appointment scheduling.
Review referral information to determine scheduling needs and appropriate next steps.
Schedule appointments according to established provider, department, and scheduling guidelines.
Provide patients with clear information about appointment date, time, location, and applicable scheduling instructions.
Complete and document required patient outreach attempts in accordance with established workflows.
Accurately update referral and scheduling information to reflect patient contact and appointment outcomes.
Identify incomplete information, scheduling barriers, or referrals requiring additional assistance, and route or escalate them appropriately.
Use available scheduling resources to identify appointment options and support timely patient access.
Provide professional, courteous, and patient-centered service during each interaction.
Maintain patient confidentiality and follow established organizational and departmental procedures.
Meet established expectations for quality, productivity, attendance, and schedule adherence.
Collaborate with Access Center teams, ambulatory departments, and other appropriate resources to support referral scheduling and resolution.