Clinic Scheduler II: Orange Coast Women's Call Center

• The Customer Service Specialist II serves our patients, members, and providers.


• Responsible for answering phone calls and scheduling patient appointments.


• Triages phone calls as necessary.


• May conduct patient/member pre-certification to ensure coverage for appointments and medical care.


• With the assistance of data and technology, they function as a liaison and ensures a high value and personalized experience.

• Member Advocate Level II develops a specialized expertise in a specific domain (Health Plan benefits, Provider Disputes, Professional chat etiquette guidelines, etc.).


• The Level II advocate has a high proficiency to address complex issues with claims and referrals.


• The Level II advocate will also perform outreach calls to assist with wellness activities.

• The Level II effectively handles 40+ transactions per day for multiple departments with minimal or no error.


• Understands and performs competently all functions of the FAX, Work-lists and HIE duties.


• Schedules and handles calls, concerns and procedures of an increasing complexity, including different departments for radiology sleep, and new departments who become part of the CPS department.


• The expectation of Level II meets all requirements for excellent customer service by maintaining a high service patient and physician satisfaction rating.


• Schedulers in this level can mentor staff and work independently in multiple departments and modalities with minimal or no supervision.

Education and Experience

For Member Advocate II – Hoag Clinic

• Associates degree or higher OR obtaining a bachelor’s degree in healthcare related field OR certified medical assistant OR Licensed Vocational Nurse OR other professional clinical certification
• 3 years of customer service experience; 2 years of experience within a call center or healthcare setting with direct patient interaction
• Bachelor’s degree or obtaining a bachelor’s degree in healthcare related field preferred
• Previous work experience working as a care coordinator, member advocate, or health care unit coordinator preferred
• Bilingual skills preferred

For Patient Scheduler II – Revenue Cycle

• High School Diploma or equivalent
• Complete 1 year of employment in Access Department or Front Desk scheduling or customer service experience
• Complete 1 year experience in scheduling at Hoag Hospital
• Accuracy 98%, for registrations and appointments; Productivity exceeds 60 registrations or appointments per day; Completes appointments in RMS and Affinity and meets monthly collection goals
• Background in billing, collections, insurance verification, coding, patient access or appointment scheduling preferred

License Preferred

• For Hoag Clinic: Member Advocate II
• Licensed Vocational Nurse

Certifications Preferred

• For Hoag Clinic: Member Advocate II
• Certified Medical Assistant
• For Revenue Cycle: CPS Specialist II
• Medical Terminology certification