Are you passionate about helping others and looking to grow your career in a supportive, mission-driven environment? Join one of Northern Nevada's Best Places to Work – Northern Nevada HOPES!
PURPOSE: Patient Access Scheduling Specialists are critical to the organization’s mission because they ensure timely, equitable access to care, serving as the first connection between patients and Northern Nevada HOPES services. By guiding patients with compassion, clear communication, and accuracy, they help create a positive healthcare experience that supports patient trust, engagement, and overall health outcomes.
JOB SUMMARY: The Patient Access Scheduling Specialist role is responsible for helping patients access care by scheduling appointments for medical services, supportive programs, and transportation, while also managing all incoming phone calls to the organization’s call center. They act as a key link between patients and care teams, making sure schedules are balanced and providers can manage their patient panels effectively. By analyzing and optimizing schedules, they help maximize capacity so more patients can receive timely, efficient care.
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Manage and monitor all incoming calls on the clinic phone queue ready to take and direct incoming calls, assist patients promptly, and address urgent patient needs to ensure continuous access to services and timely support.
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Deliver incoming and outgoing communication—including phone calls, emails, Teams messages, and telephone encounters—related to patient access, ensuring patients and community members are directed to appropriate services within Northern Nevada Hopes.
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Assist patients in understanding Northern Nevada HOPES’ services, required paperwork, and medical workflows by providing clear guidance, answering questions, and ensuring they can effectively and confidently move through their care process.
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Safeguard patient information by ensuring privacy and HIPAA standards are met at all times.
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Check incoming emails regularly based on volume and maintain a fair team rotation for distribution, prioritizing responses according to urgency and time sensitivity during highvolume periods to ensure timely communication.
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Develop and maintain provider schedules by assigning appropriate clinic hours, blocking necessary time, and routinely reviewing and correcting inaccuracies to ensure schedules are accurate, balanced, and equitable across providers.
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Review assigned documents and crossreference for existing matching encounters prior to creating new entries, ensuring awareness of potential duplicates to prevent redundant work.
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Utilize electronic medical record systems within the organization and beyond with other electronic reporting systems to accurately document patient information and schedule services in a timely and precise manner.
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Review and respond to messages within a patient’s chart to increase frequency for high priority items, accurately document the status to ensure timely followup and task completion.
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Provide administrative support by scanning, faxing, and managing patient information as needed, while effectively using assigned technologies to support a seamless patient experience.
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Engage daily with the Integrated Healthcare Team to share and receive patient information, ensuring coordinated, seamless service delivery, while demonstrating selfleadership and collaboration by upholding Northern Nevada Hopes’ Values and Mission.
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Monitor and review assigned inhouse referrals for inclinic procedures (IH and procedures) by verifying insurance status and checking if a prior authorization (PA) may be required prior to scheduling.
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Schedule IH procedure referrals based on priority level—weekly for routine, every other day for urgent, and daily for stat—to ensure timely processing and continuity of care.
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Coordinate and collaborate with outside agencies to schedule appointments efficiently and ensure timely communication.
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Perform additional duties as assigned to support patient engagement and service navigation, ensuring a seamless and supportive care experience.
At HOPES, we’re more than just a healthcare provider — we’re a team of changemakers dedicated to delivering affordable, high-quality medical, behavioral health, and support services to everyone in our community.
Be part of a team that’s transforming lives every day. Your work will directly contribute to improving health outcomes and building a stronger, healthier Northern Nevada.
At HOPES, every team member is encouraged to bring their unique talents and perspectives to the table. Collaboration and innovation are at the heart of everything we do.
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Career Growth & Development
We invest in your future by offering a mentorship program, leadership and soft-skills training, networking opportunities, and support for continuing education.
100% employer-paid health insurance
3 weeks of PTO in your first year
12 paid holidays annually
Paid Parental Leave (after 12 months)
24/7 Employee Assistance Program
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Click HERE to view a full list of benefits
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Bilingual proficiency in English and Spanish required.
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Strong customer service in fastpaced environments, including handling high call volumes and effectively managing multiple tasks simultaneously required.
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Proficient in the use of computer systems and technology to perform job functions efficiently.
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Experience with Electronic Medical Record (EMR) scheduling systems and/or utilization management required.
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Demonstrated ability to maintain professional conduct and appropriate boundaries required.
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Prior healthcare experience preferred.
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Prior scheduling experience preferred.
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Due to real and potential conflicts of interest that exist when HOPES Behavioral Health providers render services to their coworkers, it is HOPES’ policy (Policy HR0005) that HOPES employees may not access HOPES Behavioral Health Services. For the same reason, current Behavioral Health patients/clients cannot be employed by HOPES. Accordingly, you hereby acknowledge and understand that if you are receiving services from a HOPES Behavioral Health provider at the time you are offered and accept employment with HOPES, you have the option of rescinding your acceptance of employment or finding a new behavioral health provider outside of HOPES before starting employment with HOPES.
Northern Nevada HOPES is a nonprofit community health center operating two clinics and a transitional housing community in the heart of Reno, Nevada. Our one-stop-shop integrated care model helps us meet our patients where they're at and make medical and behavioral health care more accessible to medically under-resourced populations. HOPES is a proud member of the Northern Nevada Best Places to Work Hall of Fame, as well as a recipient of the Best Places for Working Parents award and the Candid Platinum Seal of Transparency for nonprofits. Northern Nevada HOPES is a Federally Qualified Health Center and Patient Centered Medical Home. Northern Nevada HOPES is an Equal Opportunity Employer. We prohibit discrimination on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, parental status/pregnancy, national origin, age, physical or mental disability, genetic information, or veteran status in all employment practices.
