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

UC Health•Cincinnati, OH

About The Position

UC Health is hiring an Ambulatory Access Center Representative for Ambulatory Referral Scheduling. The Outbound Referral Scheduler provides scheduling support for UC Health ambulatory patients referred for care. The role proactively contacts patients to coordinate and schedule appointments with identified UC Health ambulatory departments while providing a positive, professional, and patient-centered experience. The scheduler reviews assigned referrals, conducts outbound outreach, identifies appropriate appointment options under established guidelines, and accurately documents outreach attempts and scheduling outcomes. The position supports timely access to care by moving referrals through the scheduling process and identifying barriers that may require additional review or escalation. UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, it combines clinical expertise and compassion with research and teaching. Its members include UC Medical Center, West Chester Hospital, University of Cincinnati Physicians, UC Health Ambulatory Services, Lindner Center of HOPE, and specialized institutes including the UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for quality and patient satisfaction. UC Health describes an environment focused on advancing healing and reducing suffering, innovation, and world-class care. Employees can develop skills, grow their careers, build relationships with peers and patients, and contribute to serving the community.

Requirements

High school diploma or GED.
No prior experience is required.
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

0–6 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 medical terminology and 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.