Mental Health Scheduling and Registration Team Member - 0.6FTE

LADD MEMORIAL HOSPITAL•Osceola, WI

6h•Hybrid

About The Position

The Mental Health Scheduling and Registration Team Member is responsible for coordinating and scheduling patient appointments via referrals and phone requests. This role is also responsible for greeting patients in person and via phone, collecting and verifying demographic and insurance information, collecting patient payments, and ensuring accurate entry of data into the hospital’s electronic health record (EHR) system. The role supports efficient patient flow, accurate billing, and a positive patient experience. The team member ensures accurate documentation, efficient workflow, and exceptional patient service while collaborating with clinical teams, providers, and administrative staff.

Requirements

High school diploma or equivalent
Previous scheduling and registration experience
Basic Life Support (BLS) certification required.
Consistent use of AIDET
Strong communication skills
Be empathetic and respectful to all individuals
Familiarity with Epic
Basic knowledge of medical terminology
Strong computer and data entry skills
Prolonged sitting at a desk while working on a computer (often 6–8 hours per shift)
Frequent use of hands and fingers for typing, data entry, and phone use
Repetitive motions such as keyboarding and mouse use
Ability to see clearly (close vision) for reading screens, documents, and patient information
Hearing ability to communicate effectively with patients and staff in person and over the phone
Speaking ability to clearly convey information and instructions
Occasional standing or walking within the office or hospital department
Light lifting (typically up to 10–15 pounds), such as files, paperwork, or office supplies
Ability to maintain focus for extended periods in a fast-paced environment

Nice To Haves

Previous experience in mental health, addiction medicine, or primary care preferred.
Strong interpersonal, communication, and de-escalation skills.
Ability to work with sensitive patient situations with compassion, professionalism, and confidentiality.

Responsibilities

Schedule appointments, diagnostic tests, procedures, and surgeries according to provider availability and departmental guidelines.
Confirm appointments with patients and provide preparation instructions.
Reschedule or cancel appointments as needed and notify all relevant parties.
Serve as a primary point of contact for patients regarding scheduling needs.
Provide accurate information on appointment preparation, hospital processes, and general inquiries.
Maintain a professional, courteous, and empathetic manner at all times.
Communicate scheduling changes, special requirements, or urgent cases to clinicians, nurses, and support staff.
Work closely with departments such as laboratory and outpatient clinics.
Verify insurance coverage and obtain pre-authorizations when required.
Coordinate with insurance companies to confirm procedure eligibility and coverage.
Notify patients of financial requirements or preparations tied to insurance policies.
Accurately enter scheduling information into the hospital’s electronic health record (EHR) or scheduling system.
Update patient information, schedule changes, and required documents in real time.
Maintain confidentiality of patient information in accordance with HIPAA regulations.
Monitor provider schedules to maximize productivity and minimize gaps.
Identify scheduling conflicts and resolve issues promptly.
Support departmental performance goals related to patient flow and appointment turnaround.
Collect and verify patient demographic, insurance, and contact information.
Enter patient information accurately into the EHR.
Ensure proper selection of patient encounter type (outpatient, therapy series emergency, etc.).
Obtain and scan required documentation (ID, insurance cards, referral forms, ABNs).