Care Connections Scheduling Coordinator

University Hospitals•Shaker Heights, OH

16h•Onsite

About The Position

Be the First Connection to Care. At University Hospitals, our mission is to heal, teach, and discover. Care Connections plays a critical role in that mission by ensuring patients can access care when they need it. As a Scheduling Coordinator I, you will serve as the first point of contact for patients and families across the UH Health System, supporting access to care in a fast‑paced call‑center environment. In this entry‑level role, you will act as a compassionate, trusted partner for those seeking healthcare services by listening with empathy, responding with professionalism, and helping connect each caller to the appropriate appointment or resource. No prior healthcare experience is required. Care Connections provides structured training, tools, and ongoing support to help you succeed.

Requirements

High School Equivalent / GED (Required)
1+ years of customer service-related experience or office (Required)
Associate or Bachelor degree will be accepted in lieu of 1 year work experience (Required)
Knowledge of Microsoft Word and Excel applications. (Required proficiency)
Able to adhere to structured call center metrics in a closely monitored, fast paced environment. (Required proficiency)
Ability to function independently and as a team player. (Required proficiency)
Professional demeanor (Required proficiency)

Nice To Haves

Associate's Degree (Preferred)
Bachelor's Degree (Preferred)
2+ years of customer service-related experience or office (Preferred)
Microsoft Office, telephony software and experience with scheduling software such as Epic or Soarian. (Preferred proficiency)
Certified Healthcare Access Associate (CHAA) will be accepted in lieu of 1 year of work experience (Preferred)

Responsibilities

Answer a high volume of inbound calls in a Care Connections call‑center environment, serving patients, families, and caregivers across the UH Health System
Provide compassionate, patient‑centered service by actively listening and understanding each caller’s unique needs and preferences
Schedule appointments accurately and efficiently to promote timely access to care
Serve as an advocate for patients by guiding them through services, providers, and next steps within UH
Enter and validate demographic, insurance, and appointment information to ensure accurate patient records and system integrity
Explain appointment details and pre‑visit preparation requirements in a clear, respectful, and supportive manner
Identify when referrals or insurance limitations apply and communicate available options or next steps
Collect and process co‑pays, deductibles, and other patient payments when applicable
Respond to a wide variety of questions related to physicians, services, locations, and logistics
Collaborate with Care Connections team members, clinics, and departments to enhance the patient experience and support operational excellence
Meet quality and productivity standards with coaching and support during the first 90 days of employment
Appropriately escalate concerns to Care Connections leadership to support service recovery and ensure positive patient outcomes
Support UH’s commitment to patient experience, safety, and service excellence
Represent the University Hospitals brand with professionalism, integrity, and empathy on every interaction
Adapt to changing workflows, policies, or system needs while maintaining a patient‑first approach
Contribute to a respectful, inclusive, and team‑oriented work environment
Uphold UH standards related to confidentiality, compliance, and ethical conduct
Perform other duties as assigned to support Care Connections operations and system needs
Comply with all University Hospitals policies, standards, and procedures
Safeguard Protected Health Information (PHI) in accordance with UH policies, annual training, and the UH Code of Conduct