Customer Experience Associate (Patient Scheduler)

Infinit-O; Philippines; On-site; PHP 320,000 - 480,000; Full time

Job summary

Infinit-O is seeking a Patient Access and Scheduling Specialist to be the first point of contact in the healthcare journey. You will balance customer service precision with clinical scheduling, ensuring accurate demographics, insurance checks, and timely appointments.

Key duties include intake, complex scheduling, insurance verification, financial counseling, and maintaining clean EHR data. The role requires empathy, clear communication, and attention to detail in a fast-paced environment.

Qualifications

• Experience in healthcare front desk or patient access is preferred.
• Familiarity with EHR systems and medical insurance terminology.
• Strong communication and empathy in patient interactions.

Responsibilities

• Coordinate patient intake, registration, and consent forms.
• Schedule appointments across multiple clinical departments.
• Verify insurance eligibility and obtain prior authorizations.
• Counsel patients on financial responsibilities and POS collections.
• Maintain EHR data integrity and merge duplicates when needed.
• Act as patient navigator, provide prep instructions and resolve conflicts.

Job description

Key Responsibilities

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.

• 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.