Scheduling Access Specialist, Primary Care (Bourne)

Cape Cod Healthcare•Bourne, MA

10h

About The Position

The Scheduling Access Specialist is the primary point of contact for patient access and supports appointment scheduling, provider schedule management, and efficient front-office operations. The role schedules appointments and consult requests in person or by telephone using the electronic medical record system and departmental scheduling protocols; obtains accurate demographic and insurance information; confirms appointments; and handles cancellations, no-shows, rescheduling, and schedule extensions. The specialist maintains provider schedules to support productivity, patient access, and provider flow; coordinates schedule changes for clinician time off and other commitments; contacts patients when appointments need to be rescheduled; and supports transitions to new models of care when applicable. The role also monitors physician panels, follows up with patients who are overdue or lack a future visit, and contacts patients seen in the Emergency Department or Urgent Care to offer follow-up appointments. The position includes answering and directing calls professionally, maintaining accurate messages in the electronic medical record, mailing new-patient packages when applicable, and performing receptionist and EMR Specialist tasks as needed. The specialist communicates unresolved issues to a manager or designee, maintains confidentiality in accordance with HIPAA, fosters cooperative relationships, and may float to other MACC practices when required.

Requirements

Ability to read, write, and communicate in English.
High school graduate or equivalent.
Demonstrated excellence in providing customer service.
Strong communication and interpersonal skills.

Nice To Haves

At least one year of experience with medical scheduling.
At least one year of experience with current office technology and proficiency in medical computer office applications, including Electronic Medical/Health Records and MS Office.
Knowledge of medical terminology.
Typing skills of 30 words per minute.

Responsibilities

Serve as the primary contact for patient access for patients and other departments.
Maintain provider schedules to support productivity targets, patient access, and provider flow.
Attend monthly team meetings with physicians and nurses and offer suggestions and guidance regarding patient access and schedules.
Manage schedules during transitions to new models of care when applicable.
Monitor physician panels and contact patients who are past due for appointments.
Track patients seen in the Emergency Department or Urgent Care and contact them to offer follow-up appointments.
Schedule patient appointments and consult requests in person or by telephone in the electronic medical record system, following department protocols.
Answer calls within three rings in a timely, polite, and professional manner; direct calls appropriately and record accurate messages in the electronic medical record.
Obtain accurate demographic and insurance or payer information when scheduling appointments.
Reschedule patient appointments and extend patient schedules as necessary.
Process cancellations and no-show appointments and notify clinicians of schedule changes.
Edit clinicians' schedules to include time off, sick time, vacation, in-service, and meeting time; contact patients to reschedule when clinicians are unavailable and update computerized schedules.
Maintain efficient daily patient scheduling and front-office operations.
Mail new-patient packages when applicable.
Confirm appointments within 24 hours.
Serve as a liaison for existing and prospective patients seeking new or follow-up care appointments.
Perform receptionist and EMR Specialist tasks as needed.
Communicate unresolved issues promptly to a manager or designee to facilitate timely intervention.
Use patient scheduling reports to follow up with patients who have not scheduled a future visit.
Maintain harmonious and cooperative relations with fellow employees, medical staff, patients, and guests.
Maintain confidentiality of patient information in accordance with HIPAA regulations.
Float to other MACC practices when required.
Perform other work-related duties and activities as assigned or requested.