Virtual Outpatient Scheduler

Rogers Behavioral Health•West Allis, WI

About The Position

The Virtual Outpatient Scheduler acts as a patient advocate and main contact, performing routine and specialized clerical and administrative tasks in support of patients. The role handles inquiries about programming, serves as a first point of contact, and assists with patients’ transitions of care. It collaborates with physicians, providers, administrators, and other members of a multidisciplinary team. The position supports the patient experience before admission and throughout the continuum of care. Responsibilities include providing program information, creating encounters, scheduling appointments, coordinating paperwork, managing provider schedules and caseloads, monitoring patients waiting for treatment, and coordinating referrals and internal transfers. The scheduler also maintains communication with patients and families and works with teams across Rogers departments to support continuity of care. The role requires punctuality and availability for scheduled shifts, including rotating on-call weekend and holiday coverage. It also involves providing professional, empathetic customer service; completing assignments and documentation on time; meeting performance metrics; following department policies and procedures; and supporting department 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.
Bachelor’s degree preferred.
Knowledge of medical, psychiatric, and chemical dependency diagnoses and treatment processes, managed care, and Joint Commission requirements preferred.

Nice To Haves

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

Responsibilities

Serve as a patient advocate and the first and last point of contact with patients.
Answer callers and provide accurate information about Rogers programs and services.
Register and schedule patients, confirm insurance guarantor information, and handle daily patient check-in and check-out reporting.
Verify patient identification, demographic and insurance information on admission, and ensure paperwork and consent information are obtained or updated in the medical record.
Distribute incoming emails and voicemails to appropriate care team members.
Support the patient experience before admission and throughout the continuum of care.
Create new encounters, provide program information, schedule appointments, coordinate paperwork, and respond to patient, family member, and guardian inquiries.
Check in regularly with patients waiting for treatment.
Confirm insurance verification, collaborate with Patient Financial Services, and inform patients about insurance coverage and financial assistance options.
Support updates to provider schedules and manage provider caseloads according to availability, specialty, licensure, and insurance credentialing.
Ensure timely follow-up with patients and families and maintain open communication with them.
Facilitate internal transfers, receive and process internal referrals, coordinate start dates, and communicate pertinent information to support seamless transfers.
Develop working relationships and maintain communication with interdisciplinary teams and departments, including admissions, outpatient operations, Business Development, Utilization Review, Patient Financial Services, and Health Information Management.
Be available and punctual for scheduled shifts, including rotating on-call weekend and holiday coverage.
Communicate tactfully and effectively with third-party carrier representatives, staff, and external customers; provide friendly and empathetic customer service and follow provided scripts.
Respond appropriately and calmly to patients and guardians in difficult situations and work cooperatively and respectfully with staff.
Complete assignments and documentation on time and meet or exceed performance metrics.
Promote a respectful team atmosphere through honest, direct communication and active listening; support change and remain open to others’ ideas.
Evaluate employees objectively and provide periodic feedback.
Promote department goals and the Rogers mission, communicate goals to staff, and maintain department policies and procedures, including applicable external agency requirements and guidelines.
Accept and train student interns in the department as directed.
Conduct oneself professionally, maintain organizational skills, communicate positively, resolve peer issues constructively, and communicate concerns along with possible solutions.
Wear appropriate professional attire and provide technical guidance to departments within Rogers.
Complete other duties as assigned.