Patient Access Schedule Agent, 40HPW, Days

UMass Memorial Health•Southbridge, MA

17h•Onsite

About The Position

The Patient Access Scheduling Agent serves as the initial point of contact for patients seeking healthcare, ensuring they receive the right care, at the right time, with the appropriate provider. This role involves performing a variety of complex scheduling activities to facilitate patient access to necessary care, while providing exceptional patient service. UMass Memorial Health emphasizes that everyone is a caregiver, working together as a health system of over 20,000 employees in pursuit of healing for patients, the community, and each other.

Requirements

High school diploma
English speaking, reading and writing skills
Strong intrapersonal and communication skills

Nice To Haves

Associate’s degree in business or healthcare-related field
Previous scheduling and/or phone customer services experience
Previous experience in a health care organization
Bilingual speaking, reading, and writing skills

Responsibilities

Handles incoming phone calls from patients, families and referring providers to schedule patient appointments, covering multiple providers across various clinics/departments and practices across multiple campuses.
Makes outbound phone calls to patients to schedule appointments with specialists and subspecialists.
Secures patient demographics (name, date of birth, etc.), insurance information, and account guarantor to facilitate the financial aspects of medical care during the appointment scheduling process.
Processes updates and corrections to patient insurance and demographic information.
Collects patient liabilities prior to or on the date of service, as appropriate.
Secures medical records from outside health care organizations based on appointment visit type to ensure providers have necessary medical information.
Schedules in-office procedures (such as biopsies), which includes scheduling both the appointment and the room for the procedure.
Applies relevant functional knowledge of multiple treatment areas, including the priority and sequence of associated procedures, tests, and primary care services.
Prioritizes visits and services to foster more efficient utilization of physician’s clinical staff, patient’s time, equipment, and facilities.