Centralized Scheduling Support Specialist Cardiology

St. Charles Health System

23h•$22 - $30•Remote

About The Position

The Cardiovascular Centralized Scheduling Specialist is responsible for scheduling all cardiovascular diagnostic exams and outpatient appointments, ensuring accuracy and timeliness across multiple locations. This role also incorporates centralized call‑center responsibilities, providing telephone and digital support for patients, representatives, and provider offices. The position requires broad scheduling knowledge, the ability to process high‑volume calls, strong attention to detail, and adherence to clinic‑specific protocols. This role does not directly supervise other caregivers.

Requirements

High school diploma or GED.
1 year of prior customer service experience in a high volume, fast-paced environment.
Administrative or clerical experience.
Knowledge of medical terminology and procedures.
Experience handling a large volume of incoming calls.
Excellent communication skills and ability to represent St. Charles professionally.
Strong teamwork, collaboration, and customer service skills.
Ability to multi‑task, prioritize workload, and work independently.
Strong organizational skills and attention to detail.
Skilled in active listening, de‑escalation, and problem‑solving.
Proficiency with EHR systems and MS Office applications (Teams, Excel, Word).
Ability to adapt to frequent process changes and improvements.
Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.
Continually: Sitting, keyboard use, speaking clearly, hearing normal speech.
Frequently: Standing, lifting 1–10 lbs., grasping/squeezing.
Occasionally: Bending, reaching overhead, carrying/pushing/pulling 1–10 lbs.
Rarely: Walking, stooping, kneeling, crouching, climbing stairs, lifting/pushing/pulling 11–15 lbs.
Never: Climbing ladders/step‑stools; lifting/pushing/pulling 25–50 lbs.; hearing whispered speech.

Nice To Haves

Associate’s degree or higher.
1–2 years of scheduling experience in a call center or healthcare setting.

Responsibilities

Scheduling & Order Management
Pre‑registers patients in the registration system, accurately entering demographics, insurance, and required payments.
Schedules all outpatient diagnostic appointments accurately as ordered by the patient’s provider.
Responds to telephone inquiries and faxes from provider offices and clinics, selecting correct procedures from templates and entering information into the system.
Processes written orders, ensuring accuracy before scheduling.
Demonstrates strong knowledge of medical terminology, cardiovascular procedures, and scheduling protocols.
Prioritize scheduling work to ensure all details are addressed and documented.
Centralized Access & Call Handling
Provides telephone and digital support for patients, their representatives, and provider offices.
Handles a high volume of incoming calls quickly, professionally, and accurately.
Uses advanced listening skills to assess caller needs, including urgent or emergent situations, following established protocols.
Routes calls, messages, and requests appropriately and documents them clearly.
Addresses and de‑escalates patient concerns or routes them to the appropriate resource.
Communicate effectively with clinic staff regarding patient and provider requests.
Registration, Pre‑Arrival & Referral Processing
Creates or locates patient accounts in the electronic health record.
Collects and verifies demographic, insurance, and billing information.
Performs real‑time eligibility checks and updates patient profiles.
Ensures required referrals, authorizations, and documentation are complete before scheduling.
Identifies incomplete or conflicting information and follows up to resolve issues.
Coordinates appointments that require multiple resources such as providers, equipment, or room availability.
Documentation, Systems & Workflow Management
Accurately records patient messages, call reasons, and scheduling details in the EHR.
Maintains department files, programs, recall systems, and scheduling tools.
Follows department standards for documentation, message routing, and workflow.
Supports process improvements and departmental goals.
Provides exceptional customer service in a manner that promotes goodwill and maintains professionalism.
Models the organization's mission, values, and standards in all interactions.
Supports continuous improvement efforts and participates in departmental initiatives.
Maintains confidentiality and complies with all organizational policies and regulatory guidelines.
Provides and maintains a safe environment for caregivers, patients, and guests.
Performs additional duties of similar scope as assigned.