Patient Access Schedule Agent, Partially Remote, 9:30am - 6:00pm

UMass Memorial Health • Worcester, MA

3d • Hybrid

About The Position

The Patient Access Scheduling Agent is the front door for patients seeking access to the right care, provider, and appointment time. The agent provides exceptional patient service while handling complex scheduling across multiple providers, clinics, departments, practices, and campuses. The position is partially remote and is scheduled Monday through Friday from 9:30 AM to 6:00 PM, for 40 hours per week.

The role includes scheduling appointments and procedures, collecting and updating information needed for the financial aspects of care, obtaining outside medical records when needed, and coordinating appointment resources. The agent applies knowledge of treatment areas and procedure sequences to support efficient use of clinical staff, patient time, equipment, and facilities. The work is sedentary and performed indoors in a normal office environment.

Requirements

• High school diploma.
• English speaking, reading, and writing skills.
• Strong interpersonal and communication skills.

Nice To Haves

• Associate’s degree in business or a healthcare-related field.
• Previous scheduling and/or telephone customer service experience.
• Previous experience in a healthcare organization.
• Bilingual speaking, reading, and writing skills.

Responsibilities

• Handle incoming calls from patients, families, and referring providers to schedule appointments across multiple providers, clinics, departments, practices, and campuses.
• Make outbound calls to schedule appointments with specialists and subspecialists.
• Collect patient demographic, insurance, and guarantor information needed to facilitate the financial aspects of care; process updates and corrections to this information.
• Collect patient liabilities before or on the date of service, as appropriate.
• Obtain medical records from outside healthcare organizations based on appointment visit type so providers have necessary information.
• Schedule in-office procedures and, when needed, reserve the room where the procedure will take place.
• Apply functional knowledge of treatment areas and the priority and sequence of related procedures, tests, and primary care services.
• Prioritize visits and services to support efficient utilization of physician clinical staff, patient time, equipment, and facilities.
• Comply with departmental policies, procedures, objectives, and health and safety requirements.
• Attend meetings, conferences, and seminars as required or directed.
• Use quality improvement in daily operations.
• Demonstrate respect for diverse views and contribute to a professional, tolerant, civil, and accepting environment for employees, patients, and visitors.
• Maintain regular, reliable, and predictable attendance.
• Perform other similar and related duties as required or directed.

Benefits

• A signing bonus may be available; eligibility will be confirmed by a member of the Recruitment Team during the interview process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED