Physician Scheduler in Bowling Green, Kentucky at Med Center Health

This opportunity is part of the NEW Med Center Health Contact Center. Med Center Health is launching a centralized Contact Center that will serve as a single point of contact for patient scheduling, insurance authorization, and financial clearance services. This innovative approach will simplify the patient journey, improve access to care, and enhance the overall patient experience.

Position Summary

The Physician Scheduler is responsible for scheduling patient appointments for physician practices and ambulatory services across Med Center Health. This position serves as a primary point of contact for patients seeking access to care and is responsible for accurately scheduling appointments, maintaining demographic and insurance information, and providing exceptional customer service. The Physician Scheduler follow established scheduling protocols, provides appointment related information to patients, and works collaboratively with providers, practice staff, and patients to facilitate efficient access to services.

Minimum Qualifications

• Experience in healthcare scheduling, patient access, customer service, contact center operations, or a related field preferred.
• High School Diploma or GED preferred.
• Knowledge of healthcare scheduling practices preferred.
• Knowledge of medical terminology preferred.
• Strong customer service and communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to maintain confidentiality and professionalism.
• Proficiency with computer systems and standard office software applications.
• Experience with Epic or similar electronic health record systems preferred.

Key Responsibilities

• Schedules, reschedules, and cancels patient appointments for physician practices and ambulatory services in accordance with established scheduling guidelines.
• Responds to inbound calls, outbound calls, electronic requests, and other scheduling inquiries in a professional, courteous, and timely manner.
• Accurately enters, verifies, and updates patient demographic, insurance, contact, and registration information.
• Utilizes scheduling protocols, provider templates, appointment types, and access standards to ensure appropriate appointment placement and provider utilization.
• Provides patients with appointment dates, times, locations, preparation instructions, referral requirements, and other relevant information.
• Coordinates scheduling activities with physician practices, clinical departments, providers, and other internal stakeholders to support timely patient access.
• Identifies scheduling barriers, patient access concerns, template issues, or urgent appointment needs and escalates them to the appropriate supervisor or department contact.
• Maintains accurate documentation of scheduling activity, patient communications, appointment changes, and related information within scheduling and electronic health record systems.
• Supports call center service expectations by meeting established standards for call handling, productivity, accuracy, professionalism, and customer service.
• Assists patients with general scheduling questions and directs inquiries to the appropriate department or resource when needed.
• Protects patient confidentiality and follows organizational policies, patient privacy requirements, and established scheduling procedures.
• Supports organizational goals related to patient access, scheduling accuracy, provider template utilization, customer service, and patient satisfaction.
• Participates in training, workflow updates, and process improvement initiatives designed to enhance scheduling efficiency and the patient experience.