Scheduling Access Specialist - Float (Per Diem)

Cape Cod Healthcare•Hyannis, MA

About The Position

The Scheduling Access Specialist is the primary point of contact for patient access, supporting patients and other departments. The role maintains provider schedules to meet productivity targets, improve patient access, and support provider flow. It monitors physician panels, follows up with patients who are overdue for appointments or who were seen in the Emergency Department or Urgent Care, and arranges follow-up care. The specialist may manage schedules during transitions to new care models and attends monthly team meetings with physicians and nurses to offer guidance and suggestions regarding patient access and scheduling. The specialist schedules, reschedules, and confirms appointments and consult requests in the electronic medical record system according to department protocols. The role also handles calls and messages, updates demographic and insurance information, processes cancellations and no-shows, adjusts clinician schedules for absences and other commitments, and contacts patients when appointments need to be rescheduled. Additional work includes supporting reception and EMR duties, mailing new-patient packages when applicable, following up using scheduling reports, escalating unresolved issues, and floating to other MACC practices when required. The position requires maintaining patient confidentiality under HIPAA and cooperative relationships with employees, medical staff, patients, and guests.

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

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 about patient access and scheduling.
Manage schedules during transitions to new models of care when applicable.
Monitor physician panels and contact patients who are overdue for appointments.
Track patients seen in the Emergency Department or Urgent Care and offer follow-up appointments.
Schedule appointments and consult requests in person or by telephone in the electronic medical record system, following department protocols.
Answer calls promptly and professionally, direct calls appropriately, and record accurate messages in the electronic medical record.
Obtain accurate demographic and insurance or payer information when scheduling appointments.
Reschedule appointments and extend patient schedules as necessary.
Process cancellations and no-shows and notify clinicians of schedule changes.
Edit clinician schedules for time off, sick time, vacation, in-service, and meetings; 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 appointments.
Perform receptionist and EMR specialist tasks as needed.
Communicate unresolved issues promptly to the 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 relationships with fellow employees, medical staff, patients, and guests.
Maintain patient confidentiality in accordance with HIPAA regulations.
Float to other MACC practices when required.
Perform other related duties and activities as assigned or requested.