Medical Scheduler - Call Center Scheduler

Surgery Partners•Milwaukee, WI

About The Position

The Medical Scheduler answers incoming calls from patients, referring providers, and clinical provider teams; responds to inquiries; handles or escalates patient issues; schedules provider appointments; and obtains pre-registration information, including demographic and insurance details. Calls must be handled professionally and with care, as this may be a patient's or provider's first interaction with the practice. The role conducts patient interviews and collects clinical information relevant to scheduling questions and guidelines. Following provider protocols, the scheduler either directs calls to the provider care team or sends messages for follow-up. The scheduler may use the EMR system to book appointments and communicates appointment requirements and instructions to patients. The position also completes pre-registration and insurance verification, discusses financial responsibility and available financial assistance guidance, performs clerical and customer-service duties, protects confidential health information, and supports the Access Center as needed. The work takes place in a busy office environment involving substantial telephone work.

Requirements

High school diploma or equivalent.
Ability to read, write, and communicate in English.
Cognitive skills for math and decision-making, along with excellent communication skills.
Ability to lift 25 pounds using proper lifting techniques several times during a shift.
Ability to work in a temperature-controlled environment and potential exposure to chemicals, blood-borne pathogens, and infectious disease.

Nice To Haves

One to five years of work experience in a similar patient scheduling role and/or provider practice is preferred.
Customer service experience, preferably in a call center environment.
Knowledge of managed care policies and insurance requirements.

Responsibilities

Answer incoming calls from patients, referring providers, and clinical provider teams in a timely, professional, and caring manner.
Respond to inquiries and questions, handle or escalate patient issues, and route calls to the appropriate resources.
Conduct patient interviews and collect clinical information according to scheduling questions, guidelines, and provider protocols.
Schedule provider appointments in the EMR system as appropriate, entering complete and accurate scheduling information.
Ask required questions and obtain accurate clinical, demographic, and financial information during scheduling and pre-registration.
Provide patients with appointment-specific instructions and follow provider guidelines for urgent or emergent appointments.
Coordinate with practice staff to accommodate scheduling requests and support Access Coverage during expanded operating hours.
Follow designated call timeframes and use standard scripting.
Complete pre-registration and insurance verification, including real-time electronic eligibility inquiries and payor website checks as needed.
Discuss patient financial responsibility and provide financial assistance guidance as needed.
Protect the confidentiality of protected health information and follow HIPAA and OSHA standards.
Operate office technology, including telephone systems, photocopiers, scanners, fax machines, voicemail systems, and personal computers.
Enter information into systems while maintaining the expected accuracy rate.
Handle non-scheduling calls appropriately, including medication requests, and forward calls to provider teams when appropriate.
Maintain updated knowledge of Access Center operations and procedures and provide excellent internal and external customer service.
Provide assistance and support to the Access Center as needed or requested.
Perform other tasks and responsibilities as assigned.