Appointment Specialist I / Ambulatory Scheduling

Children's Nebraska•Omaha, NE

17h

About The Position

The Appointment Specialist is the first step for our patients and families to access care, either through telephonic or digital connections. These patient scheduling requests should build defining moments, demonstrating our relentless focus on communication with families and respecting their needs. The Appointment Specialist will support enrolling patients in Children's Connect, demonstrating our ability to coordinate care in partnership with our patients and families. They also will be the conduit to share personal needs from patients and families so the care team can accommodate the family during their visit. The Appointment Specialist is empowered to make the patient and family's experience extraordinary.

Requirements

High school diploma or equivalent

Nice To Haves

Experience in customer service; scheduling or call center

Responsibilities

Schedule appointments across hospital services and departments using provided hardware.
Confirm appointment details with patients, ensuring scheduling alignment with clinical availability.
Complete appropriate documentation in a thorough and accurate manner.
Educate patients on preparation requirements for specific appointments and provide relevant hospital policies, such as cancellation or rescheduling processes.
Management of various additional scheduling tasks such as In Basket Messages, WQ’s, and Reschedule Requests.
Ensure notes are provided in the electronic record for personalized information if shared during the scheduling event (for example, favorite color, size of wheelchair, or fear of needles).
Guide patients through the enrollment process for all Children’s Nebraska digital platforms for communication and wayfinding.
Provide clear and user-friendly instructions to assist with initial setup, available features, troubleshooting, and app navigation.
Commit to creatively and proactively share with leadership ways to simplify the scheduling process, activating digital tools, or other insight as learned through experience.
Adhere to Children’s Nebraska customer service standards.
Ensure a positive and professional demeanor during all patient interactions, resolving scheduling inquiries promptly and courteously.
Respond to patient questions regarding available appointment times, provider availability, and service locations, and facilitate follow-up as needed.
Accurately document all patient interactions, scheduling details, and app enrollment data in the hospital’s electronic health record (EHR) system.
Maintain confidentiality and comply with HIPAA and hospital policies during data entry and patient communication.
Ensure compliance and adherence to the Scheduling Guidelines including utilization of templates, decisions trees, and phone systems metrics.
Identify opportunities to improve scheduling workflows and contribute to discussions on enhancing the patient scheduling experience.
Report issues or trends in patient calls, such as recurring technical issues, to Scheduling Leadership for potential process improvements.