Specialty Scheduler - OB/GYN

Confluence Health•Wenatchee, WA

4d•Onsite

About The Position

The Specialty Scheduler serves as a primary point of contact for Confluence Health, supporting patients with specialty appointment scheduling, medication refills, information requests, and access to clinical and operational resources through telephone, MyChart, and other communication methods. The position supports specialty departments and requires familiarity with department-specific procedures and workflows. It also coordinates multiple providers' procedure and clinic schedules, ensuring appointment management is accurate and efficient. The role is committed to exceptional customer service in alignment with Confluence Health's vision, mission, goals, and service standards. The position reports to the Practice Manager. The work takes place in an office setting, seated in a cubicle with co-workers, and involves interacting with patients and clinical staff by telephone, MyChart, and other acceptable contact methods.

Requirements

High school diploma or equivalent.
At least 1 year of experience in a medical office or clinical support setting, demonstrating familiarity with patient interaction and administrative processes.
Ability to work in a fast-paced, constantly changing environment and apply customer service principles and practices.
Excellent oral and written interpersonal and communication skills.
Proficiency in data entry, numeric typing, and computer navigation; proper grammar and spelling are essential.
Knowledge of standard office equipment and technology, including telephones, computers, printers, copiers, and fax machines.
Ability to manage complex scheduling workflows across multiple specialty departments with distinct procedural protocols, documentation standards, and patient care pathways.

Nice To Haves

Medical terminology course.
Demonstrated understanding of specialty clinic workflows, including referral coordination, insurance authorization procedures, and scheduling protocols across multiple departments.

Responsibilities

Serve as the first point of contact for patients seeking specialty care, providing courteous and efficient service through inbound telephone calls, MyChart, and other communication platforms.
Schedule and cancel specialty appointments, resources, and procedures, excluding surgeries, according to department-specific workflows and clinical guidelines.
Ensure patients are scheduled at the correct location for the appropriate procedure, coordinating with departments as needed.
Communicate appointment details, preparation instructions, and required documentation to patients.
Update and verify patient demographics in Epic and promote and assist with MyChart enrollment.
Relay messages between patients and clinical teams and coordinate follow-up actions.
Support medication refill processes by identifying needs, contacting pharmacies, and submitting refill requests through appropriate channels.
Use de-escalation techniques and critical thinking to manage patient concerns, including identifying and escalating emergent or crisis situations.
Balance provider schedules by assigning patients based on availability and patient preference while ensuring equitable appointment distribution.
Review referral documentation and coordinate with clinical teams to obtain and document all necessary information in Epic before scheduling.
Maintain accurate and timely documentation of scheduling activities and patient interactions.
Use independent judgment to triage patient concerns, determine appropriate scheduling pathways, and escalate clinical issues when necessary.
Perform other duties as assigned.
Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance.