Patient Contact Center Scheduler I

Franciscan Alliance, Inc.•Lafayette, LA

3d•Onsite

About The Position

The Patient Contact Center Scheduler I coordinates, schedules, and registers appointments for provider office visits, imaging, and ancillary departments. The role serves as a first point of contact for patients and customers, helping match their needs with the appropriate provider or resource. It also supports patient account financial processes through insurance registration, discussion and collection of patient financial responsibility, and estimates for scheduled services.

Requirements

High school diploma or GED.
One year of healthcare contact center, ambulatory or acute clinic, or physician office experience is preferred.

Nice To Haves

One year of healthcare contact center, ambulatory or acute clinic, or physician office experience.

Responsibilities

Manage inbound and outbound calls to schedule patients accurately, take messages, use templates, and route clinical inquiries appropriately.
Assess callers’ needs and responses to determine an appropriate resolution.
Escalate calls to an RN, provider clinic, or PEAC leadership when appropriate.
Escalate concerns or uncertainty involving provider or ancillary departments and provide recommendations related to workflows, medical questions, and EPIC build.
Use specialized PEAC processes, including questionnaires, subgroups, auto search, decision trees, pre-registration, message templates, referral capture, and insurance plan networks.
Support activities to reduce financial risk to patient accounts through patient insurance registration.
Discuss and collect patients’ financial responsibility for upcoming visits and outstanding balances, and provide estimates for scheduled services.