Surgical SVCS Scheduling Specialist

Baystate Health•Springfield, MA

5d•$23 - $31

About The Position

Under the direction of the Manager or Director of Surgical Services, the Surgical Services Scheduling Specialist is responsible for coordinating local and regional surgical schedules across the Northern, Eastern, and Metro regions of Baystate Health. This includes booking surgical and endoscopy cases daily, scheduling procedures in advance or within 48 hours, and maintaining block schedules as needed. The Specialist partners closely with Baystate Medical Practices (BMP), physicians, and multidisciplinary care teams to ensure timely, patient-centered access to surgical care. This role requires a deep understanding of clinical and administrative workflows to interpret referral information, make informed scheduling decisions, and optimize access to care. Responsibilities also include accurate billing and charge entry using systems such as SMS and SurgiNet, batching and mailing supply charge tickets, and collaborating with departments including Access Services, Scheduling, and Registration. Strong computer proficiency, especially in scheduling and patient access systems, is essential. Excellent communication, multitasking, and organizational skills are required to manage complex scheduling processes, foster provider and patient satisfaction, and support efficient and effective surgical services operations.

Requirements

High School/GED
1+ year Experience working in customer service environment
Interpersonal skills, ability to work independently and in a team, analytical skills, self-motivated
Team player, commitment, flexibility, problem-solving, communication, service excellence, organizational awareness, learning, personal responsibility, mutitasking, emotional maturity
Ability to analyze and prioritize information resulting in appropriate recommendations
Strong organizational skills with a focus on attention to detail

Nice To Haves

2 years prior experience in physician office, hospital setting or customer service setting.
Employee focuses on one type of scheduling (room or staff) at a time, but is cross trained in both
GED or HiSET
Microsoft Certification - OtherOtherOther

Responsibilities

Responds to surgical scheduling requests from Baystate Medical Practices (BMP) providers and community-based clinicians, coordinating procedures across multiple hospital sites including BMC, Wing, Noble, and Franklin Hospitals. Ensures timely and appropriate access to surgical care by facilitating scheduling through various platforms (CIS, phone, fax, online portals) and providing high-quality customer service to patients. Investigates and resolves issues raised by referring physicians or their teams, using clinical judgment and discretion to guide the selection of BMP specialists and timing of patient care.
Responds promptly and professionally to referring physicians’ needs and concerns, coordinating consult requests to BMP Specialist MDs via telephone, fax, and online portals. Verifies and assigns appropriate clinic appointment types and durations based on surgical requests, ensuring high accuracy in call processing and scheduling across multiple regional practice locations. Consistently meets or exceeds departmental standards for quality, productivity, and customer service in surgical scheduling.
Coordinates scheduling of outpatient appointments, interventional, and surgical procedures within established timeframes by collaborating with referring physicians and multiple departments, including clinical managers, physicians, ancillary services, and remote anesthesia and pre-evaluation teams.
Directly engages with patients to ensure timely and appropriate appointment scheduling.
Responsible for obtaining referrals, authorizations, and diagnoses that meet medical necessity to ensure maximum reimbursement, and for reviewing CIS information to verify correct clinic appointment type and duration.
Troubleshoots complex issues using sound judgment and knowledge of health system processes. Collaborates with BMP physicians, residents, practice teams, and schedulers to address referring physician requests and patient needs. Escalates issues to ancillary departments or procedural managers as needed, and communicates sensitive matters to the Manager.
Collaborates with case management and PAs to schedule office visits within recommended timeframes and improve patient access by coordinating post-discharge ancillary testing and clinic appointments before discharge.
Accurately documents following established protocols and uses Baystate clinical and administrative systems to access patient and physician information and communicate with medical practices.
Proficient in CIS, Centricity Business, ORSOS, Compliance Checker, SMS, IPrivileges, and 3M applications.
Applies quality and process improvements daily and embraces change and enhancements positively.
Engaged and customer-focused. Works effectively in a team environment.
Maintains an accuracy rate of ≥97%, handles call processing for multiple practices, service lines, ancillary and diagnostic testing, and surgical scheduling.
Mentors new staff during their introductory period.
Serves as a content expert and resource for the team. Acts as a role model by demonstrating positivity, confidence, and professionalism. Consistently exceeds departmental QA and productivity standards.
Financial Performance: Accurate billing procedures has excellent working knowledge of SMS Data Entry screens. Accurately and efficiently enters patient Endoscopy charge data. Accurately batch, record, and mail Endoscopy supply charge tickets. Knowledgeable about daily counts of sheets and works with appropriate individuals to obtain missing or incomplete charge data. Capable of working with Appointment Books within Surginet to book an Add-On Case so that post-case data entry can be done. Understands and is able to carry out “Revenue Translation” within SMS. Works closely with coding and reconciles any CPT code issue to ensure timely billing. Accurately reconciles all financial reports (HBI, TCE, OPPS). Knowledgeable in all financial billing computer programs (HBI, SMS).