Patient Access Schedule Agent - Partially Remote, M-F 9:30-6:00

📋 Description

• • As a Patient Access Scheduling Agent at UMass Memorial Health, you will be the crucial first point of contact for patients, ensuring they seamlessly access the right care from the right provider at the right time. This role is fundamental to the patient experience, acting as the "front door" to our comprehensive healthcare system.
• • You will be responsible for managing a high volume of incoming phone calls from patients, their families, and referring healthcare providers. Your primary objective will be to schedule patient appointments efficiently and effectively across multiple clinics, departments, and campuses within our health system.
• • Beyond scheduling, you will proactively make outbound calls to patients to coordinate appointments with specialists and subspecialists, ensuring continuity of care and timely access to necessary medical services.
• • A significant aspect of your role involves gathering and verifying essential patient information to facilitate the financial aspects of their medical care. This includes collecting accurate demographic data (name, date of birth, etc.), comprehensive insurance details, and identifying the account guarantor.
• • You will be adept at processing updates and corrections to patient insurance and demographic information, maintaining the integrity of patient records within our systems.
• • A key responsibility is the collection of patient liabilities, such as co-pays and deductibles, either prior to or on the date of service, adhering to established financial policies.
• • To ensure providers have all necessary medical information for patient consultations, you will be tasked with securing medical records from outside healthcare organizations, based on the specific requirements of each appointment visit type.
• • This role extends to scheduling in-office procedures, which may involve coordinating not only the patient's appointment but also the availability of the necessary procedure rooms.
• • You will develop and apply a strong functional knowledge of various treatment areas, understanding the priority and sequence of associated procedures, tests, and primary care services to optimize scheduling.
• • A critical function is to prioritize visits and services in a way that maximizes the efficient utilization of physician and clinical staff time, as well as patient time, equipment, and facilities, contributing to overall operational efficiency.
• • You will consistently comply with all established departmental policies, procedures, and objectives, ensuring adherence to best practices and regulatory requirements.
• • Active participation in various meetings, conferences, and seminars as required will be expected, contributing to ongoing professional development and knowledge sharing.
• • You will actively engage in Quality Improvement initiatives, integrating these principles into your daily operations to enhance patient care and operational effectiveness.
• • Maintaining a safe work environment by complying with all health and safety regulations and requirements is paramount.
• • Demonstrating respect for diverse views and approaches, embodying our Standards of Respect, is essential. You will contribute to fostering an environment of professionalism, tolerance, civility, and acceptance towards all employees, patients, and visitors.
• • Reliable and predictable attendance is crucial for ensuring consistent patient access and operational continuity.
• • You will perform other related duties as assigned, demonstrating flexibility and a willingness to support the team's needs.
• • This position is classified as Non-Exempt and operates on a Monday through Friday schedule from 9:30 am to 6:00 pm, totaling 40 hours per week.
• • The role is part of the SHARE (State Healthcare and Research Employees) union.
• • A potential signing bonus may be available, with eligibility confirmed during the interview process.