Call Center Scheduler

Surgery Partners Careers•Wichita, KS

1d•Onsite

About The Position

The Call Center Scheduler is responsible for managing incoming calls from patients, referring offices, and insurance companies, providing clear and compassionate communication to assist with appointment needs, procedure information, and general inquiries. This role involves documenting patient interactions, scheduling office visits, treatments, and procedures for Providers at the Pain Center and the hospital. The scheduler must collaborate closely with the nursing team to ensure clinical requirements are met, obtain all necessary patient documentation and authorizations, and maintain accurate patient accounts and demographic information within the scheduling system and electronic health record (EHR). Additionally, the position requires verifying insurance information, triaging and processing incoming referrals, ensuring confirmation back to referring providers, and maintaining timely follow-up to support continuity of care. The scheduler will communicate effectively with various medical staff and offices to ensure smooth workflows and support organizational goals related to patient access, quality care, and operational efficiency. The role also entails upholding the hospital's mission and core values, adhering to policies, and maintaining patient and hospital confidentiality.

Requirements

Two years’ previous experience with scheduling.
Computer skills.
Basic office skills.
Knowledge of medical terminology.
Must be able to read and speak English fluently.
Cognitive skills for math, reading, computer skills, and communication skills to interact effectively with the public and peers.
Vision requirements: near, mid-range, far, and accommodation.
Hearing requirements: low, medium, and high-pitch sounds.
Minimal up and down activity may be required.
Lifting requirements: 20-30 pounds maximum.

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 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.