Patient Access Schedule Agent, Partially Remote, M - F 9:00am-5:30pm

UMass Memorial Health•Worcester, MA

3d•Hybrid

About The Position

The Patient Access Scheduling Agent serves as the front door for patients seeking access to the appropriate care, provider, and appointment. The role performs complex scheduling activities across multiple providers, clinics, departments, practices, and campuses while providing exceptional service to patients, families, and referring providers. The agent gathers and updates patient demographic and insurance information, collects patient liabilities when appropriate, obtains outside medical records based on visit type, and schedules in-office procedures and any required rooms. The role applies knowledge of treatment areas and the sequence and priority of related procedures and services to help use clinical staff, patient time, equipment, and facilities efficiently. This is a partially remote, non-exempt position scheduled Monday through Friday, 9:00 a.m. to 5:30 p.m., for 40 hours per week. The stated hiring range is $20.94–$29.27; part-time or reduced schedules are prorated, and a signing bonus may be available subject to eligibility confirmation.

Requirements

High school diploma.
English speaking, reading, and writing skills.
Strong interpersonal and communication skills.
Comply with established departmental policies, procedures, objectives, and health and safety requirements.
Maintain regular, reliable, and predictable attendance.

Nice To Haves

Associate’s degree in business or a healthcare-related field.
Previous scheduling and/or phone 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 information needed for the financial aspects of care, including patient demographics, insurance information, and account guarantor details.
Process updates and corrections to patient insurance and demographic 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 the information needed to provide care.
Schedule in-office procedures, including appointments and the rooms in which procedures will take place.
Apply knowledge of multiple treatment areas and the priority and sequence of related procedures, tests, and primary care services.
Prioritize visits and services to support efficient use 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 practices in daily operations.
Maintain regular, reliable, and predictable attendance; perform other similar and related duties as required or directed.
Demonstrate respect for diverse views and contribute to a professional, tolerant, civil, and accepting environment for employees, patients, and visitors.