Patient Access Scheduling Agent - Partially Remote, Monday-Friday 12p-4pm

📋 Description

• • Serve as the primary point of contact for patients, their families, and referring healthcare providers, managing incoming phone calls to facilitate the scheduling of patient appointments across a wide spectrum of medical specialties and multiple UMass Memorial Health campuses.
• • Proactively initiate outbound calls to patients to coordinate and confirm appointments with specialists and subspecialists, ensuring timely access to necessary medical care.
• • During the appointment scheduling process, meticulously gather and verify essential patient demographic information, including full name, date of birth, and contact details, alongside comprehensive insurance information and account guarantor data, to streamline the financial aspects of their medical care.
• • Accurately process updates and corrections to existing patient demographic and insurance records, maintaining the integrity and accuracy of patient accounts.
• • Skillfully collect patient liabilities, including co-pays and deductibles, either prior to or on the date of service, as dictated by insurance policies and UMass Memorial Health guidelines, ensuring efficient revenue cycle management.
• • Based on the specific type of appointment or visit, proactively request and secure necessary medical records from outside healthcare organizations, ensuring that providers have complete and relevant patient histories for informed clinical decision-making.
• • Manage the complex scheduling of in-office procedures, which may involve coordinating not only the patient's appointment but also the reservation of appropriate procedure rooms and necessary equipment.
• • Apply a deep and functional understanding of various treatment areas, including the priority and sequence of associated procedures, diagnostic tests, and primary care services, to optimize scheduling workflows.
• • Strategically prioritize patient visits and service requests to maximize the efficient utilization of physician and clinical staff time, patient schedules, and available equipment and facilities, contributing to overall operational efficiency.
• • Adhere strictly to established departmental policies, procedures, and objectives, ensuring consistent and high-quality service delivery.
• • Actively participate in a variety of meetings, conferences, and seminars as required, contributing to continuous learning and professional development.
• • Integrate principles of Quality Improvement into daily operations, identifying opportunities for process enhancement and contributing to a culture of excellence.
• • Comply with all health and safety regulations and requirements, maintaining a safe working environment for all.
• • Demonstrate a strong commitment to the UMass Memorial Health Standards of Respect, embracing diverse views and approaches, and contributing to a professional, tolerant, civil, and accepting environment for all employees, patients, and visitors.
• • Maintain consistent, reliable, and predictable attendance, ensuring operational continuity.
• • Perform other related duties as assigned, demonstrating flexibility and a willingness to support departmental needs.
• • This role is crucial in ensuring patients have seamless access to the care they need, acting as the vital first point of contact within the UMass Memorial Health system.