Scheduling & Arrival Specialist I - UNMC

Children's Nebraska•Omaha, NE

4h•Onsite

About The Position

The Scheduling and Arrival Specialist is crucial for creating a positive first impression and ensuring a smooth experience for patients and families. Embedded within clinic teams, specialists develop deep expertise in provider clinical standards, decision trees, and scheduling templates to ensure accurate appointments and seamless coordination of patient care. This role ensures every patient interaction, whether in person or by phone, is handled with accuracy, empathy, and efficiency, reflecting the organization's People First Promise and ICARE values. The specialist may occasionally provide coverage at other locations based on patient volume or operational demand.

Requirements

High school diploma or equivalent
Strong communication, organizational, and problem-solving skills, with attention to detail.
Basic technical skills to assist with various patient needs.
Pursues making great experiences extraordinary.
Be proactive and creative in creating personalized connections to patients and their families.
Strong interpersonal and customer service skills, with a patient-centered approach.
A desire to care greatly for children.
Ability to handle sensitive patient information and maintain confidentiality.
Excellent organizational skills and attention to detail.
Ability to manage multiple tasks efficiently in a fast-paced environment.

Nice To Haves

Customer service or reception, or call center experience
Bilingual skills (candidates must pass a bilingual proficiency test to qualify for bilingual pay)

Responsibilities

Greet and assist patients upon arrival, providing a warm, professional, and efficient experience.
Collect and verify minimum data set, required forms, and consents according to policy.
Manage patient financial co-pay responsibilities.
Guide patients with enrolling, utilizing, and troubleshooting digital self-service platforms and navigating registration process.
Schedule, reappoint, and reschedule patient appointments according to provider guidelines and clinic templates.
Manage incoming scheduling requests and ensure timely follow-up on patient inquiries.
Coordinate referrals, ensuring appropriate documentation and appointment scheduling.
Process scheduling work ques and in-baskets promptly, maintaining accuracy and completeness.
Assist with overflow inbound calls and make outbound calls to confirm, reschedule, or remind patients of appointments as needed.
Provide patients with information on upcoming appointments, procedures, and any preparation requirements.
Collaborate with Appointment Specialists, Insurance Specialists, clinical teams, and providers to ensure seamless coordination of care and patient access.
Model highest level of customer service through the lens of Children's ICARE values of innovation, collaboration, accountability, respect and excellence at all times and in every interaction.
Serve as the primary point of contact in the waiting space, addressing patient inquiries and providing directions or information as needed.
Ensure a positive and professional demeanor during all patient interactions, resolving scheduling inquiries promptly and courteously.
Respond to patient questions with prompt resolution and follow-up as needed.
Support a positive patient experience by maintaining a clean, organized, and welcoming front desk area.
Utilize Epic and other systems to document actions, update demographics, and manage communications.
Follow established decision trees and department workflows to ensure accuracy and compliance.
Identify process improvements and participate in performance and quality initiatives.
Accurately document all patient interactions, scheduling details, and application enrollment data in the hospital's electronic health record (EHR) system.
Maintain confidentiality and comply with HIPAA and hospital policies during data entry and patient communication.
Ensure compliance and adherence to the Scheduling Guidelines including utilization of templates, decision trees, and phone systems metrics.
Identify opportunities to improve scheduling workflows and contribute to discussions on enhancing the patient scheduling experience.
Report issues or trends in patient calls, such as recurring technical issues, to Ambulatory Scheduling leadership for potential process improvements.