Patient Contact Center Scheduler I

Franciscan Alliance•Lafayette, IN

1d•Onsite

About The Position

The Patient Contact Center Scheduler I coordinates, schedules, and registers appointments for provider office visits, imaging, and ancillary departments. This role serves as a first point of contact for patients and customers, matching their needs with the appropriate provider or resource. The scheduler manages inbound and outbound calls, assesses callers’ needs, resolves inquiries, and routes clinical questions or messages appropriately. The position also supports patient insurance registration and discusses financial responsibility, outstanding balances, and service estimates. The role is based at Franciscan Health Lafayette Central Campus in Lafayette, Indiana. Travel is never or rarely required.

Requirements

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

Responsibilities

Manage inbound and outbound calls to schedule patients accurately, take messages, use templates, and route clinical inquiries appropriately.
Assess caller needs and determine the appropriate resolution for inquiries or issues.
Escalate calls to an RN, provider clinic, or PEAC leadership when appropriate.
Proactively 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.