Scheduling Specialist, Associate | Oncology

UPMC • Erie, PA

5d • Onsite

About The Position

UPMC Hillman Cancer Center is seeking a Scheduling Specialist, Associate to support its medical oncology office in Erie, PA. This role is central to patient care, ensuring smooth treatment schedules and providing support throughout the patient's journey. The UPMC Hillman Cancer Center is dedicated to delivering excellent patient-focused care.

Requirements

• High School Graduate.
• Minimum of one year experience in a Customer Service and / or Call Center Environment Required.
• Service Excellence as a way of thinking and the attitude that is portrayed.
• Ability to help others embrace the spirit of service and provide a high level of service excellence.
• Proven success in finding innovative solutions to enhance the patient experience.
• Excellent organizational, interpersonal and communication skills, both written and oral.
• Strong ability to make independent decisions required.
• Strong problem-solving abilities necessary to evaluate and address patient / physician inquiries.
• Must have a desire to help others and portray empathy in all situations.
• Demonstrated flexibility and motivation to learn & grow in the role.
• Complete and thorough understanding of 'Excellence in Service' requirements.
• Act 34

Nice To Haves

• Proficient in Microsoft Office and Excel preferred.

Responsibilities

• Coordinate and navigate complex treatment schedules for oncology patients.
• Communicate directly with patients and collaborate with clinical team members.
• Answer phone calls and manage scheduling in a fast-paced environment.
• Build meaningful relationships and provide comfort in a safe, supportive setting.
• Schedule and manage all chemotherapy, injection, lab, port flush, and related appointments.
• Ensure MD orders, referrals, and authorizations are secured and processed.
• Complete all pre-treatment chart prep tasks, including verifying signed orders and treatment authorizations.
• Contact patients regarding missed or canceled appointments, confirm rescheduling in Epic, and reconcile with hospital lists.
• Serve as the point of contact between clinical staff, physicians, and financial coordinators for the scheduling of all treatments & injections.
• Handle all patient calls related to treatment, injection, and lab scheduling or rescheduling.
• Assist with phones, scheduling, chart preparation, coverage as needed.
• Perform in accordance with system-wide competencies/behaviors.
• Perform other duties as assigned.
• Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, scheduling resources, registration (directions, parking information, and required preparation for appointment, etc.), and various patient related inquiries.
• Attend all Scheduling Services meetings, trainings and educational discussions as scheduled.
• Communicate with all managers, supervisors, and team leaders effectively, efficiently, and courteously.
• Conduct outbound service calls in accordance with departmental initiatives.
• Contact patients to discuss their post-discharge appointment requirements, including follow up and coordination of appointments for the patient.
• Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the patient, including interacting with the office staff and department leaders as necessary to ensure the patient-centric experience.
• Maintain employee and patient confidentiality at all times.
• Provide a World Class patient experience, focusing on Service Excellence and one contact resolution with each and every patient interaction.
• Assist with the management of the Scheduling Center volume and performance by ensuring efficiency on inbound calls, outreach calls, cohesive written communication, and online interactions.
• Provide exemplary customer service by being proactive and responsive to all UPMC Scheduling Services patient and physician requests.
• Remain current on all departmental policies, procedures, plan benefit designs, and modifications.
• Research inquiries from UPMC Scheduling Services patients, physicians, and office staff, including follow-up, documenting actions required to close out the inquiry in accordance with quality guidelines, as applicable.
• Communicate the issue to the Supervisor and Scheduling Services Leadership.
• Review and update the patient's demographic and insurance information to ensure data integrity and revising existing information on patients.
• Follow up on any incomplete or inaccessible information to ensure complete patient records.
• Schedule patient appointments accurately and timely, with a dedication to patient satisfaction and first call resolution while utilizing department protocols to schedule appointments, ensuring the appropriate exam, physician, and timeslot are utilized.
• Adhere to Scheduling Services guidelines for obtaining patient information while conveying the proper exam instructions and information.
• Serve as a mentor to newly hired staff members, role modelling service excellence and a patient-centric experience.

Benefits

• Premier Benefits Package: Enjoy top-tier benefits that support your well-being.
• Endless Growth Opportunities: Advance your career with continuous learning and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED