Position Summary:
The Patient Access Scheduling Specialist is responsible for scheduling and registering new patients, collecting, and verifying insurance eligibility, patient demographic, financial and other information; and ensuring accurate data entry within the EMR system. This role provides exceptional customer service while coordinating appointments and maintaining compliance with organizational policies, payer requirements, and HIPAA regulations.
Essential Responsibilities:
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Schedule patient appointments across providers' locations using established scheduling protocols, provider preferences, and clinical guidelines.
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Ensure accurate appointment placement by aligning patient needs, urgency with the appropriate provider, visit type, and timeframe.
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Maintain and optimize provider scheduling templates, including managing cancellations, rescheduling, and schedule changes to maximize access and utilization.
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Complete pre-registration by accurately entering and verifying patient demographics, insurance details, and guarantor information. Verify patient identification; copy and store insurance cards and identification cards into the EMR system.
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Verify insurance eligibility and benefits prior to scheduling and/or appointments to ensure coverage accuracy and identify patient financial responsibility.
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Coordinate prior authorizations and referral requirements as part of the scheduling workflow, ensuring services are approved before the date of service.
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Monitor and manage scheduling work tasks to ensure timely processing and completion of all appointment-related activities.
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Collaborate with clinical teams, providers, and internal departments to resolve scheduling discrepancies, and ensure appropriate appointment readiness.
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Adhere to payer requirements, organizational policies, and regulatory standards, including HIPAA and patient privacy guidelines.
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Maintain productivity and quality benchmarks, including scheduling accuracy, turnaround times, and work queue performance.
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Participate in continuous improvement initiatives, audits, and training to enhance scheduling efficiency and patient access outcomes.
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Provide cross-coverage within the scheduling team, supporting high-volume areas, and adapting to fluctuating workload demands.
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Transfer calls to the appropriate departments when needed to ensure patients receive the right support.
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Deliver excellent customer service in every interaction, maintaining a helpful and patient-focused approach.
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Maintain a positive attitude and demonstrate a strong personal commitment to quality and excellence.
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Attend required department and clinic meetings.
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Regular and reliable attendance is required.
Education/Experience:
High School Diploma/GED required. Bachelors preferred.
1-2 years of prior physician office, clinic or hospital registration or billing experience preferred.
Knowledge of insurance coverage and referral, authorization policies preferred.
Knowledge of current EMR system preferred.
Strong understanding of Microsoft Office product suite.
Excellent customer service and communication skills, both written and verbal.
Self-starter with strong team player and leadership abilities.
Strong analytical and problem-solving skills.
Ability to prioritize and meet pre-determined deadlines.
Must be able to effectively multi-task, and have advanced technical skills, as appropriate.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The person in this position frequently communicates with associates, physicians, and patients and must have the ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. Strong verbal and written communication skills required. This position requires the ability to observe details at close range (within a few feet of the observer). The person in this position must be able to remain in a stationary position for 50% of the time, standing or sitting. Must be able to position to maintain supply closet and employee files. Constantly operates a computer and other office productivity machinery, such as a desk phone, calculator, copy machine and computer printer. Repetitive motion of upper body required for extended use assisting patients. Ability to exercise good judgment and positively influence others, including handling confrontations with poise and efficiency.
Position Type/Expected Hours of Work:
This is a full-time position in an outpatient medical business office setting. Based on business need, the ability to work a flexible schedule, including some overtime as approved in advance.
Work Environment:
The work environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job responsibilities.
Works in a well-lit, ventilated and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts.
Noise level in the work environment is usually quiet to moderate.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement:
White-Wilson Medical Center, P.A., and affiliates are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
