Call Center Scheduler

Surgery Partners, Inc•Wichita, KS

3d•Onsite

About The Position

This role involves managing incoming calls from patients, referring offices, and insurance companies, providing clear and compassionate communication to assist with appointments, procedure information, and general inquiries. The scheduler is responsible for documenting patient interactions, scheduling office visits, treatments, and procedures for Providers at the Pain Center and the hospital. Close collaboration with the nursing team is essential to meet appropriate timeframes and clinical requirements. The position requires ensuring all necessary patient documentation, orders, and authorizations are obtained before confirming appointments, and maintaining accurate patient accounts and demographic information in the scheduling system and electronic health record (EHR). Verification of insurance information and coordination with insurance companies are also key. The scheduler will triage and process incoming referrals, ensuring 100% confirmation back to referring providers with documentation of acceptance, denial, or need for additional information, and maintaining timely follow-up for continuity of care. Effective communication with various medical staff and offices is crucial for smooth scheduling workflows. The role supports organizational goals related to patient access, quality care delivery, and operational efficiency, and includes other assigned duties. Additionally, the scheduler actively supports and upholds the mission and core values of the Hospital, remains knowledgeable of and follows Hospital policies, and always maintains confidentiality of patient and hospital information.

Requirements

Two years’ previous experience with scheduling.
Computer skills.
Basic office skills.
Knowledge of medical terminology.

Responsibilities

Answer and triage incoming calls from patients, referring offices, and insurance companies.
Provide clear, compassionate communication to assist patients with appointment needs, procedure information, and general inquiries.
Document patient interactions in accordance with with organizational standards.
Schedule office visits, treatments, and procedures for Providers at the Pain Center, and the hospital.
Collaborate closely with the nursing team to ensure appropriate timeframes and clinical requirements are met prior to scheduling patients.
Ensure all required patient documentation, orders, and authorizations are obtained before confirming appointments.
Update and maintain accurate patient accounts and demographic information within the scheduling system and electronic health record (EHR).
Verify insurance information when necessary, coordinating with insurance companies as needed.
Triage and process incoming referrals received through the referral management system.
Ensure 100% confirmation back to referring providers, including documentation of acceptance, denial, or need for additional information.
Maintain timely follow-up to guarantee continuity of care and positive referral relationships.
Communicate effectively with providers, nursing staff, hospital schedulers, and other medical offices to ensure smooth scheduling workflows.
Support organizational goals related to patient access, quality care delivery, and operational efficiency.
Performs other duties as assigned.
Actively supports and upholds the mission and core values of the Hospital.
Remains knowledgeable of and follows Hospital policies.
Always maintains confidentiality of patient and hospital information.