Virtual Scheduling Coordinator - Canada

IKS Health•,

4d•Remote

About The Position

The Patient Scheduler plays a vital role in front-end Revenue Cycle Management (RCM) and patient access, serving as the direct point of contact for White-Wilson Medical Center patients. This position is responsible for managing inbound and outbound scheduling calls, registering patient demographic and insurance information accurately, and optimizing provider schedule utilization. By ensuring data integrity at the scheduling stage, the Patient Scheduler ensures a seamless patient experience while reducing downstream billing errors and claim denials.

Requirements

High school diploma or equivalent required.
1+ years of experience in a healthcare contact center, medical scheduling, or patient access role.
Familiarity with medical terminology, insurance types (Commercial, Medicare, Medicaid), and basic RCM concepts.
Experience utilizing Electronic Health Record (EHR) and Practice Management (PM) scheduling software.

Nice To Haves

Exceptional phone etiquette, active listening, and a compassionate approach to patient care.
High accuracy in data entry for patient registration and insurance capture.
Ability to handle anxious or frustrated patients with composure and professionalism.
Ability to navigate multiple software applications simultaneously in a fast-paced environment.
Strong self-management skills in a high-volume call center setting (remote).

Responsibilities

Handle high-volume inbound and outbound calls to schedule, reschedule, or cancel patient appointments across multiple specialties.
Capture and verify complete, accurate patient demographic and insurance details during the scheduling process.
Perform basic real-time insurance eligibility checks and inform patients of copays, balances, or required referral/prior authorization needs prior to their visit.
Adhere strictly to provider-specific scheduling templates, visit-type rules, and clinical guidelines to ensure optimized clinical flow and capacity utilization.
Place outbound reminder calls, follow up on missed appointments/no-shows, and manage recall waitlists to keep provider calendars full.
Demonstrate strong customer service by resolving patient inquiries, handling sensitive interactions with empathy, and escalating complex issues appropriately.
Maintain strict compliance with HIPAA guidelines, patient privacy laws, and IKS/White-Wilson operational standards.
Meet or exceed individual daily performance metrics related to call handle time, schedule accuracy, quality assurance scores, and attendance.