Scheduler Representative II

Conifer Health Solutions•Talladega, AL

About The Position

Responsible for accurately scheduling complex diagnostic and/or surgical procedures. Conducts interviews with physician offices and patients, explains hospital procedure guidelines and policies, and coordinates schedule modifications with clinical departments. The role obtains and enters clinical, demographic, and financial information; provides appointment preparation instructions; and communicates physician order, pre-authorization, and financial clearance requirements. It also supports other patient access or registration functions when requested. The position requires strong customer service, communication, problem-solving, and analytical skills in a call center environment. The employee may work in hospital administration and patient care locations, where exposure to life-threatening patient conditions is possible. Work hours and days may vary according to departmental or system demands, and the role may involve high patient volumes and challenging interactions.

Requirements

High school diploma or equivalent.
2–5 years of administrative experience in a medical facility, health insurance, or related area.
Minimum typing speed of 35 words per minute.
Working knowledge of software, systems, and equipment.
Advanced customer service skills and experience.
Ability to work in a call center environment.
Ability to receive and communicate detailed information orally and in writing.
Course in medical terminology required.
High-level problem-solving and analytical skills, technical accuracy, excellent communication skills, and high ethical standards.
Ability to sit at a computer terminal for extended periods and occasionally lift or carry items weighing up to 25 pounds; frequent prolonged standing, sitting, and walking.
Must be available to work hours and days as needed based on departmental or system demands.
Must obtain and provide confirmation of required vaccinations and screenings before employment, as applicable and permitted by law.

Nice To Haves

Knowledge of functions and relationships within a hospital environment.
Advanced understanding of surgical procedure scheduling.
Three or more years in Patient Access/Scheduling.
Some college coursework.

Responsibilities

Obtain complete and accurate clinical, demographic, and financial information during scheduling.
Enter information into the scheduling system or other applications and provide customers with preparation and appointment instructions.
Schedule complex diagnostic and/or surgical procedures.
Follow procedures for special requests, STAT requests, and schedule modifications, coordinating communications with clinical areas.
Answer telephone calls using designated scheduling scripts and maintain positive customer service; refer unresolved issues to the appropriate supervisor.
Notify customers of physician order, pre-authorization, and other financial clearance requirements.
Perform other Patient Access Services Unit (PASU) or registration functions when requested.
Resolve issues raised by physician offices and patients.
Identify opportunities to improve patient relations and reduce scheduling process time.
Build and maintain collaborative relationships with internal and external clients to support effective communication, productivity, and accuracy.