Customer Experience Associate (Patient Scheduler)

The Patient Access and Scheduling Specialist serves as the primary point of contact for patients entering the healthcare system. This role is a blend of high-level customer service and technical precision, ensuring that patient demographics, insurance verification, and clinical scheduling are handled accurately to facilitate a seamless care experience.

Key Responsibilities

• Patient Intake & Registration: Coordinate the end-to-end registration process, including gathering demographic information and obtaining necessary consent forms.
  

• Complex Scheduling: Manage high-volume appointment scheduling across multiple clinical departments, ensuring adherence to provider-specific protocols.
  

• Insurance Verification: Perform real-time insurance eligibility checks, obtain prior authorizations, and communicate estimated out-of-pocket costs to patients.
  

• Financial Counseling: Assist patients in understanding their financial responsibilities and facilitate Point-of-Service (POS) collections.
  

• Data Integrity: Maintain the accuracy of the Electronic Health Record (EHR) by identifying and merging duplicate records and updating insurance coverage.
  

• Patient Advocacy: Act as a navigator, providing directions, prep instructions for procedures, and resolving scheduling conflicts with empathy.
  

Required Qualifications

• Education: College-level education or a College Graduate is required; an Associate’s degree in Healthcare Administration or a related field is a plus.
  

• Experience: Minimum of 1–2 years of experience in a inbound healthcare account, preferably in Patient Scheduling
  

• Technical Skills: Proficiency in medical terminology and a strong understanding of ICD-10/CPT coding basics.
  

• Communication: Exceptional verbal and written communication skills with the ability to remain calm under pressure in a fast-paced environment.
  

• Epic Experience: Highly preferred. Proven proficiency in Epic Prelude (Registration) and Epic Cadence (Scheduling) modules or eClinical Works