Complex Scheduler

Fairview Health Services•Minneapolis, MN

8h•Hybrid

About The Position

Fairview is looking for a Complex Scheduler to join our team at M Health Fairview University of Minnesota Medical Center - West Bank. This full-time, weekday-only role offers consistent day shift hours (8:00 AM–4:30 PM), so your evenings, weekends, and holidays remain your own. With a flexible hybrid model—just two days on campus and three days working remotely—you’ll have the freedom to reduce commute time while maintaining meaningful in-person collaboration. It’s an ideal opportunity for professionals seeking stability, predictability, and the flexibility to balance personal and professional priorities without compromise. As a Pediatric Urology Surgery Scheduler, you are responsible for coordinating patient surgical procedures along with pre-procedural and post-op appointments as needed for all locations for Pediatric Urology. You will answer internal and external phone calls from patients, providers, OR staff, etc, while managing the Urologists Google calendars. You will be responsible for cross covering the Pediatric General Surgery Division for schedulers on vacation/PTO. Throughout this process you must maintain a high level of professionalism and compassion for every patient during their individual scheduling process. You will complete all tasks from beginning to end in a reasonable and timely manner using your own personal judgement while also keeping in mind the wants of the patients and expectations of the surgeons. The Complex Scheduler is responsible for scheduling and coordinating multiple services including but not limited to appointments, imaging, labs, procedures, surgeries, and treatments. The Complex Scheduler collaborates with providers, clinic staff, schedulers, across multiple different departments, locations, and outside organizations (when needed) to ensure services are timed, coordinated, and sequenced appropriately and all associated activities are complete.

Requirements

2 years’ experience, in a healthcare setting/practice
Completing scheduling and registration of appointments
Templating schedules in Epic
Providing administrative medical support
Utilizing basic medical terminology
Practicing good public relations, customer service, time management, prioritization, and patient communication skills.

Nice To Haves

Healthcare or business-related degree
3 years’ experience working in a healthcare setting utilizing Epic Health Records
Telephonic customer experience
Proficient use of computer keyboarding and Microsoft office tools (Word, Excel, Outlook, Teams)

Responsibilities

Pre-procedural and Post-op Appointment Support.
Serves as a single point of contact for coordinating appointments, procedures/surgeries, labs, imaging, or treatments.
Accurately navigates and translates complex service protocols, tools, standard work, and information to ensure appropriate services are delivered.
Provides patients/caregivers with information and updates.
Maintains awareness of multiple competing situations needing attention and prioritizes to assure patient needs are met, while maintaining a pleasant, friendly demeanor.
Monitors, manage, and schedules/reschedules appointments from work queues or messages.
Identify potential issues that could complicate care (i.e., insurance issues, adherence concerns).
Collaborate with patients, caregivers, providers, schedulers, and other care team members to ensure: Appointments, labs, imaging are prioritized and sequenced appropriately.
Maintains awareness and provides support that patients have followed through on their labs, imaging, and appointments.
Manage Medical Records (results, office notes, etc.) to ensure they are received on time and available to the provider/care team.
Prior authorization is completed, if needed.
Effectively communicates with customers (patients, caregivers, providers, care team members, outside health systems) in a professional and respectful manner.
Deliver a consistently high level of service and goes above and beyond to assist customers (patients, caregivers, providers, care team members, outside health systems).
Provides patients with accurate information regarding scheduled appointments, procedures, and tests, responds to related questions, and communicates pertinent information and updates to providers, staff, and departments as appropriate.
Partners with customers to resolve questions, and concerns.
Follows standard processes and workflows to ensure safety and reliability.
Prepares schedules for providers, manages and updates the daily schedule/calendars for physicians who provide care (procedures, surgeries, clinic appointments) at different locations such as outreach clinics, hospitals, procedure centers.
Epic in-basket and pool management.
Review and respond to patient messages sent to the Epic in-box or through MyChart.
Gather and document information to help facilitate communication between the patient/caregiver and care team.
Ensure messages are addressed within standard timeframes and escalate issues that need prompt attention.
Communicate information delegated by providers.
Review chart to piece together important information for the patient and provider.
Demonstrates ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served.
Partners with patient care giver in care/decision making.
Communicates in a respective manner.
Ensures a safe, secure environment.
Individualizes plan of care to meet patient needs.
Modifies clinical interventions based on population served.
Provides patient education based on as assessment of learning needs of patient/care giver.
Fulfills all organizational requirements.
Completes all required learning relevant to the role.
Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures, and standards.
Fosters a culture of improvement, efficiency, and innovative thinking.
Performs other duties as assigned.