AI-Driven Patient Scheduling & Access Specialist

Birmingham-Obstetrics-Gynecology,-P.-C.; Birmingham (AL); On-site; USD 36,000 - 48,000; Full time

Job summary

Birmingham OB/Gyn is seeking a motivated, organized Patient Scheduling & Access Specialist to join our team. This role combines scheduling and customer service with helping improve how patients access our practice, including AI-assisted scheduling technology.

The ideal candidate enjoys helping people, communicates well, learns technology quickly, and is excited to improve scheduling for patients and staff while maintaining confidentiality and accuracy in the EHR.

Qualifications

• High school diploma or equivalent required.
• Previous medical scheduling, patient access, medical office, call center, customer service, or other healthcare experience preferred.
• Excellent customer service and interpersonal skills.
• Strong verbal communication and listening skills.
• Strong computer skills and comfort learning new technology.
• Strong attention to detail and organizational skills.
• Ability to manage multiple responsibilities efficiently.
• Comfortable learning and applying scheduling protocols and medical terminology.
• Good problem-solving skills.
• Ability to recognize situations requiring additional assistance or escalation.
• Interest in using technology and process improvement to create a better patient experience.
• Dependable, adaptable, and able to work effectively independently and as part of a team.

Responsibilities

• Schedule, reschedule, and cancel patient appointments.
• Assist patients with scheduling questions and more complex appointment needs.
• Gather the information necessary to determine the appropriate appointment type.
• Provide patients with appointment information and instructions.
• Enter and update patient demographic and scheduling information accurately.
• Communicate with physicians, nurses, and other staff when scheduling questions require additional guidance.
• Help manage appointment availability and scheduling workflows.
• Route clinical questions and messages to the appropriate staff.
• Maintain accurate documentation within the electronic health record.
• Provide professional, compassionate service to patients throughout the scheduling process.
• Work alongside our AI scheduling platform to provide an efficient and responsive patient scheduling experience.
• Manage scheduling situations transferred or escalated from the AI scheduling agent when human assistance is needed.
• Identify recurring patient questions or scheduling situations that could potentially be handled more effectively.
• Provide feedback about opportunities to improve scheduling processes and the use of AI-assisted scheduling technology.
• Assist with testing and evaluating changes to scheduling workflows and processes.
• Help ensure scheduling protocols and information used by our staff and technology remain accurate and effective.
• Identify situations where human judgment or additional assistance is appropriate.
• Identify recurring scheduling issues or sources of patient frustration.
• Help develop more efficient patient access and scheduling workflows.
• Look for opportunities to improve the way technology and staff work together.
• Communicate recurring scheduling problems or opportunities for improvement.
• Help ensure established scheduling protocols are consistently followed.
• Protect patient confidentiality and comply with HIPAA requirements and practice policies.

Skills

Customer service

Verbal communication

Listening skills

Computer skills

Learning technology

Attention to detail

Organizational skills

Multitasking

Problem solving

Independence / teamwork

Education

High school diploma or equivalent

Job description

Birmingham OB/Gyn is seeking a motivated, organized Patient Scheduling & Access Specialist to join our team. This role combines scheduling and customer service with helping improve how patients access our practice, including AI-assisted scheduling technology.

The ideal candidate enjoys helping people, communicates well, learns technology quickly, and is excited to improve scheduling for patients and staff while maintaining confidentiality and accuracy in the EHR.