Virtual Outpatient Scheduler

Rogers Memorial Hospital•West Allis, WI

6d•Remote

About The Position

The Virtual Outpatient Scheduler serves as a patient advocate and primary contact, handling routine and specialized clerical and administrative tasks to support patients. The role responds to inquiries about programs and services, serves as a first point of contact, and helps patients transition through care. It works collaboratively with physicians, providers, administrators, and other members of a multidisciplinary team. The scheduler supports patient experience before admission and throughout the continuum of care by registering and scheduling patients, coordinating paperwork, confirming insurance and guarantor information, maintaining provider schedules, and facilitating referrals and internal transfers. The role also coordinates communication among patients, families, treatment teams, and departments to support timely, seamless care. The position requires punctuality and availability for scheduled shifts, including rotating on-call weekend and holiday coverage. The scheduler is expected to provide empathetic, professional customer service; complete assignments and documentation on time; meet or exceed performance metrics; follow department policies and external requirements; and support departmental goals and the mission of Rogers.

Requirements

High school diploma required.
Two years of customer service and relevant experience required, preferably in a healthcare setting.
Experience with computers and demonstrated proficiency with software platforms and electronic medical records.
Ability to provide professional, empathetic customer service and communicate effectively with patients, families, staff, third-party carrier representatives, and external customers.
Ability to maintain organization and complete inquiries, tasks, and documentation in a timely manner.

Nice To Haves

Bachelor’s degree preferred.
Knowledge of medical, psychiatric, and chemical dependency diagnoses and treatment processes, managed care, and Joint Commission standards preferred.
For Oconomowoc only: valid driver’s license preferred, with insurable status under the Rogers insurance policy.

Responsibilities

Answer callers’ questions and provide accurate information about Rogers programs and services.
Register and schedule patients, confirm insurance and guarantor information, and report daily patient check-ins and check-outs.
Verify patient identification, demographic and insurance information at admission, and ensure paperwork and consent information are obtained or updated in the medical record.
Route incoming emails and voicemails to appropriate care team members.
Create new encounters, coordinate appointment scheduling and paperwork, and respond to patient, family member, and guardian inquiries.
Check in regularly with patients waiting for treatment and ensure timely follow-up with patients and families.
Confirm insurance verification in collaboration with Patient Financial Services and provide information about coverage and financial assistance options.
Maintain provider schedules and manage provider caseloads based on availability, specialty, licensure, and insurance credentialing.
Facilitate internal transfers and process internal referrals, coordinating start dates with referring treatment teams or patients and communicating pertinent information to support a seamless transfer.
Build and maintain communication with interdisciplinary teams and departments, including inpatient, PHP/IOP, outpatient, residential admissions, Patient Access, Outpatient Operations, Business Development, Utilization Review, Patient Financial Services, and Health Information Management.
Provide courteous, empathetic customer service to patients, guardians, staff, third-party carrier representatives, and external customers; follow provided scripts and respond appropriately across communication modes.
Work cooperatively and respectfully with staff, communicate directly, listen actively, and address workplace issues constructively.
Complete assignments and documentation on time, meet or exceed performance metrics, and perform other duties as assigned.
Support team and department goals, communicate goals to staff, remain open to change and others’ ideas, and provide objective employee feedback periodically.
Maintain department policies and procedures, including requirements and guidelines from external agencies such as Joint Commission and the State of Wisconsin.
Accept and train student interns in the department as directed.
Maintain a professional manner and attire, respond to inquiries and tasks in a timely, organized manner, communicate concerns with proposed solutions, and provide technical guidance to departments within Rogers.
Be available and punctual for scheduled shifts and rotating on-call weekend and holiday coverage.