Patient Access Schedule Agent, Partially Remote, M - F 8:30am-5:00pm

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 right care, at the right time, with the right provider. The agent performs complex scheduling activities across multiple providers, clinics, departments, practices, and campuses while providing exceptional patient service. The position is partially remote and is scheduled Monday through Friday, 8:30 a.m. to 5:00 p.m., for 40 hours per week.

The role also supports the financial and medical-information needs associated with appointments by collecting and updating patient demographic and insurance information, collecting patient liabilities when appropriate, and obtaining outside medical records based on the visit type. The agent schedules in-office procedures and associated rooms, applies knowledge of treatment areas and related services, and prioritizes visits to support effective use of clinical staff, patient time, equipment, and facilities.

The position is non-exempt and represented by SHARE (State Healthcare and Research Employees). The hiring range is $20.94–$29.27 per hour for a full-time schedule; final compensation may vary based on scheduled hours, experience, skills, qualifications, and internal equity. A signing bonus may be available, with eligibility confirmed during the interview process.

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 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 necessary information.
• Schedule in-office procedures and, when needed, reserve the room where the procedure 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 physicians’ clinical staff, patients’ 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.
• Demonstrate respect for diverse views and contribute to a professional, tolerant, civil, and accepting environment.
• 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 during the interview process.

What This Job Offers

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