Job Summary
The Mohs Scheduling Specialist is a key member of the dermatology practice, serving as the first and last point of contact for patients receiving Mohs surgical services. This role is responsible for delivering exceptional patient experiences while managing Mohs appointment scheduling, insurance verification, payment collection, assisting with patient check-in and check-out, as well as phone management.
Duties and Responsibilities
Patient Check-In and Check-Out
- Schedule medical, surgical, follow-up, or other treatment appointments for patients in accordance with provider availability and established template guidelines
- Coordinate scheduling to ensure appropriate visit types, time allotments, and provider availability
- Confirm, reschedule, and cancel appointments as needed
- Verify insurance eligibility for medical and surgical dermatology services
- Provide excellent customer service and maintain a professional, welcoming environment
- Verify and update demographics, insurance information, and required documentation
- Obtain insurance cards, photo IDs, and signed consent forms
- Identify non-participating insurance plans or out-of-network plans and inform patients and physicians regarding options, including but not limited to cancelling appointments
- Collect copays, deductibles, coinsurance, outstanding balances, and cosmetic service payments at time of service
- Accurately post payments and issue receipts
Phone & Patient Communication
- Answer patient questions by phone with discretion and care
- Communicate pathology results and any required follow-up to patients
- Reinforce provider instructions and aftercare guidelines
- Prioritize patient needs using established triage protocols and clinical judgment
- Identify urgent or emergent conditions and escalate appropriately to nurse manager, providers, or emergency services
- Document all phone interactions accurately in the electronic medical record (EMR)
- Appropriately direct calls and schedule patient appointments. This includes verifying appropriate information and following template guidelines
- Respond to appointment requests, general inquiries, and service questions
- Communicate clearly regarding preparation, pricing policies, deposits, and cancellation guidelines
- Route clinical or billing questions to appropriate staff members
Administrative Duties
- Manage call volumes while maintaining professionalism and empathy
- Respond to patient messages through phone, voicemail, and patient portals in a timely manner
- Maintain a clean, organized, and welcoming reception area appropriate for a medical setting
- Prepare documents for scanning into electronic medical record (EMR).
- Protect patient confidentiality and comply with HIPAA regulations
- Assist with administrative duties such as scanning documents, managing electronic records, and daily front desk workflows
- Work collaboratively with clinical, cosmetic, and administrative teams to ensure efficient patient flow and positive patient experience
Skills and Abilities
- Strong verbal and written communication skills with the ability to explain services confidently and compassionately
- Excellent customer service skills.
- Demonstrates receptiveness to feedback and applies guidance to enhance performance
- Maintains reliable attendance and punctuality
- Utilizes problem-solving and decision-making skills consistent with scope of practice
- Adheres to ethical, legal, and professional standards, including patient confidentiality
- Excellent interpersonal, negotiation, and conflict resolution skills.
- Exhibits attention to detail and strong organizational skills
- Ability to multitask and maintain professionalism in a fast-paced environment
- Excellent time management skills with a proven ability to meet deadlines.
- Commits to teamwork and professional collaboration with coworkers, management, and patients.
Education and Experience
- Requires a high school diploma or equivalent
- Requires 2 years of scheduling experience in a medical or out-patient surgery setting
- Customer service experience preferred
- Strong verbal communication skills required
- Experience with Microsoft Office Suite preferred
- Experience with general office equipment (faxes, copies, scanners, etc.)
- Experience with electronic medical records (EMR) systems required
- Knowledge of medical insurance processes and comfort discussing self-pay cosmetic services preferred
Physical Requirements
- Prolonged periods of sitting and phone/computer use
- Requires sufficient manual dexterity and hand-eye coordination to operate a computer, keyboard, mouse, and other standard office equipment with accuracy and efficiency for extended periods of time.
- Requires frequent patient interaction via phone and electronic communication
- Ability to work in a fast-paced clinical environment
- Requires occasional lifting and handling of average weight objects and office supplies up to 25 pounds.
- Occasional stooping and reaching
Pay: From $18.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Medical scheduling: 1 year (Required)
- surgical scheduling: 1 year (Preferred)
Ability to Commute:
- Franklin, TN 37067 (Required)
Work Location: In person
