Scheduling Specialist, Associate | Oncology

UPMC•Cumberland, MD

About The Position

UPMC Hillman Cancer Center is seeking a Scheduling Specialist, Associate to support its medical oncology office in Western Maryland. The role coordinates complex oncology treatment schedules, communicates with patients and clinical team members, and supports patients throughout their cancer care in a safe, supportive setting. The specialist schedules chemotherapy, injection, laboratory, port flush, and related appointments; prepares charts and verifies orders and authorizations; follows up on missed or canceled appointments; and serves as a liaison among patients, clinical staff, physicians, and financial coordinators. The position also provides patient scheduling guidance and education, handles inbound and outbound calls, researches and resolves patient and physician inquiries, maintains accurate demographic and insurance information, and helps ensure a patient-centered experience and first-call resolution. Additional work includes supporting front-office functions, participating in meetings and training, maintaining confidentiality, and mentoring newly hired staff. The schedule is Monday through Friday, with no evenings, weekends, or holidays.

Requirements

High school graduate.
At least one year of experience in a customer service and/or call center environment.
Strong 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.
Empathy and a desire to help others.
Flexibility and motivation to learn and grow in the role.
Act 34 clearance.
Clinical background or healthcare-related experience, such as Medical Assistant or Patient Service Coordinator experience, is sought in the role description.
Previous healthcare-setting scheduling experience and ability to manage multiple priorities and a high volume of appointments are sought in the role description.
Strong customer service skills and a compassionate approach when working with patients and families.
Excellent phone communication skills and confidence handling patient calls professionally and efficiently.
Ability to work independently and collaborate effectively with physicians, nurses, and other team members.
Detail-oriented and organized approach to accurate scheduling and patient information.
Ability to provide service excellence and help others embrace a high level of service.
Proven success finding innovative solutions to enhance the patient experience.
Complete and thorough understanding of Excellence in Service requirements.

Nice To Haves

Proficiency in Microsoft Office and Excel.
Medical office experience.

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 and verify signed orders and treatment authorizations.
Contact patients about missed or canceled appointments, confirm rescheduling in Epic, and reconcile appointment information with hospital lists.
Serve as a point of contact among patients, clinical staff, physicians, and financial coordinators for treatment and injection scheduling.
Handle patient calls about treatment, injection, and laboratory scheduling or rescheduling, and assist with phones, scheduling, chart preparation, and coverage as needed.
Guide and educate patients about scheduling, registration, directions, parking, appointment preparation, scheduling resources, and related inquiries.
Attend Scheduling Services meetings, trainings, and educational discussions; communicate courteously and effectively with managers, supervisors, and team leaders.
Conduct outbound service calls, including coordinating post-discharge follow-up appointments and completing outreach needed to resolve patient inquiries.
Promote first-call resolution and a high-quality patient experience through efficient inbound and outbound calls, written communication, and online interactions.
Research patient, physician, and office staff inquiries; follow up, document actions, and communicate issues to supervisors and Scheduling Services leadership as appropriate.
Maintain confidentiality of employee and patient information.
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 the appropriate exam, physician, and timeslot and providing proper exam instructions.
Remain current on departmental policies, procedures, plan benefit designs, and modifications.
Mentor newly hired staff by modeling service excellence and a patient-centric experience.
Perform other duties as assigned.