Scheduling Specialist, Associate | Oncology

UPMC•Erie, PA

9h•Onsite

About The Position

UPMC Hillman Cancer Center is seeking a Scheduling Specialist, Associate to support its medical oncology office in Erie, Pennsylvania. This position coordinates complex treatment schedules and supports patients throughout their care journey, working with patients, clinical teams, physicians, and financial coordinators. The role includes scheduling oncology treatments and related appointments, preparing charts, handling patient inquiries, and providing guidance on appointment requirements and resources. It also supports Scheduling Services operations through inbound and outbound calls, accurate documentation, and a focus on service excellence and patient satisfaction.

Requirements

High school graduate.
At least one year of experience in a customer service and/or call center environment.
Demonstrated service-oriented attitude and ability to help others embrace service excellence.
Proven success identifying innovative solutions to enhance the patient experience.
Excellent organizational, interpersonal, and written and oral communication skills.
Ability to make independent decisions.
Strong problem-solving skills to evaluate and address patient and physician inquiries.
Desire to help others and demonstrate empathy in all situations.
Flexibility and motivation to learn and grow in the role.
Thorough understanding of 'Excellence in Service' requirements.
Act 34 licensure, certification, or clearance requirement.

Nice To Haves

Proficiency in Microsoft Office and Excel.

Responsibilities

Coordinate and manage chemotherapy, injection, laboratory, port flush, and related appointments; secure and process physician orders, referrals, and authorizations.
Complete pre-treatment chart preparation, including verifying signed orders and treatment authorizations.
Contact patients about missed or canceled appointments, confirm rescheduling in Epic, and reconcile appointments with hospital lists.
Serve as a point of contact among clinical staff, physicians, and financial coordinators regarding treatment and injection scheduling.
Handle patient calls about treatment, injection, and laboratory scheduling or rescheduling.
Provide front-office support, including answering phones, scheduling, preparing charts, and providing coverage as needed.
Guide patients and provide education about scheduling, registration, directions, parking, appointment preparation, scheduling resources, and related inquiries.
Attend scheduled Scheduling Services meetings, trainings, and educational discussions.
Communicate effectively, efficiently, and courteously with managers, supervisors, and team leaders.
Conduct outbound service calls, including contacting patients about post-discharge appointment requirements and coordinating follow-up appointments.
Pursue first-call resolution by conducting necessary outreach and coordinating with office staff and department leaders on patients' behalf.
Maintain employee and patient confidentiality.
Deliver a patient-centered experience with service excellence across inbound calls, outreach calls, written communication, and online interactions; help manage Scheduling Center volume and performance efficiently.
Respond proactively to patient and physician requests and remain current on departmental policies, procedures, benefit designs, and modifications.
Research patient, physician, and office staff inquiries; document required follow-up and communicate issues to the Supervisor and Scheduling Services Leadership as appropriate.
Review and update patient demographic and insurance information, follow up on incomplete or inaccessible information, and maintain accurate patient records.
Schedule appointments accurately and promptly using department protocols, selecting appropriate exams, physicians, and timeslots and providing proper exam instructions.
Mentor newly hired staff by modeling service excellence and a patient-centric experience.
Perform other duties as assigned and in accordance with system-wide competencies and behaviors.