Appointment Services Representative

The Medical College of Wisconsin, Inc.; Wauwatosa (WI); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Tuition Reimbursement

Paid Parental Leave

Employee & Family Assistance Program

Job summary

The Medical College of Wisconsin, Inc. is seeking a Patient Access Specialist to support scheduling and registration across multiple specialties. This role combines remote work with on-site duties in the Metro Milwaukee area, focusing on accuracy and patient satisfaction.

You will verify insurance, assist with MyChart enrollment, and guide patients through registration and appointment processes while ensuring timely communication with care teams.

Qualifications

• High School Diploma required.
• 1 year of customer service experience preferred.
• Experience with EPIC or hospital registration systems is a plus.

Responsibilities

• Schedule, cancel and reschedule appointments by phone for multiple specialties and locations.
• Assist patients with registration and insurance verification; guide enrollment in MyChart and Froedtert & MCW apps.
• Provide directions and information for appointments; respond to inquiries and route to appropriate teams.

Skills

Customer Service

EPIC experience

Medical terminology

Insurance terminology

Computer skills

Communication

Education

High School Diploma

Job description

SummaryServices Froedtert & Medical College of Wisconsin patients in any way possible, particularly with regards to patient registration and scheduling to ensure a quality experience. Tasks are completed for several specialties and a large group of physicians (typically 60 or more) across the many locations of our clinical enterprise following detailed protocols and enterprise scheduling tools. Help patients schedule with the right physician at a time and location most convenient for them and complete full registration and insurance coverage set up to help ensure proper payment for services rendered.Hybrid position: 95% Remote, 5% Onsite, must live in Metro Milwaukee, WI area.Primary ResponsibilitiesSchedules, cancels and reschedules appointments via phone for multiple specialties and locations including providing directions, instructions and other information regarding appointments.Triages calls to determine caller needs and provide excellent customer service, doing whatever possible to meet patient needs. Responds to inquiries and/or routes calls, messages and requests to appropriate individuals or areas.Encourages patients to sign up for MyChart and the Froedtert & MCW App to help manage their healthcare electronically and steps them through the process to get activated on these online tools.Completes full registration including setting up insurance coverage for new patients and verification of registration and coverage information for established patients. Runs electronic eligibility to verify coverage information and ensures the insurance is accepted by our physician groups. Completes MSP questionnaires with Medicare patients.Works through referral queues, faxes, email, and other correspondence following detailed guidelines to schedule patient appointments, create referrals, track completion and communicate back to referring physicians if unable to schedule. If patient’s insurance is not in our network, refers patients to community clinics or to physicians within their network as appropriate.Manages web appointment requests for assigned team.Checks e-mails and Epic InBasket regularly throughout the day to keep up to date with any changes and receives information on patients who need to be scheduled.Develops understanding of Froedtert & Medical College of Wisconsin clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings in order to give appropriate directions to patients.Follows detailed protocols and enterprise scheduling tools to ensure accuracy of all appointment scheduling, registration and information given to callers.Anticipates customer needs and resolves problems to ensure a positive customer experience. Employs sound judgment to ensure the best possible public relations.Knowledge – Skills – AbilitiesCustomer Service – Apply principles of customer service to identify customer needs and provide high quality servicesComputer Skills – Strong computer skills and ability to type at least 20wpmMedical Terminology – Knowledge of medical terminology extremely helpful.Insurance – Knowledge of insurance terminology and plans preferable in order to accurately verify and register in system.Communication skills – Ability to listen carefully and clearly convey information both verbally and written.Organizational Skills – Organize resources in order to quickly retrieve needed information.QualificationsMinimum Required Education: High School DiplomaMinimum Required Experience: 1 yearPreferred Experience: Customer Service and/or EPIC experience preferred.#LI-RT1Physical RequirementsWork requires occasionally lifting moderate weight materials, standing, or walking continuously.Work EnvironmentOccasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.Sensory AcuityAbility to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.Why MCW?Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options403B Retirement PackageCompetitive Vacation and Paid Holidays offeredTuition ReimbursementPaid Parental LeaveEmployee & Family Assistance Program (EFAP)Pet InsuranceOn campus Fitness Facility, offering onsite classesAdditional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.For a brief overview of our benefits see: Benefits OverviewFor a full list of positions see: MCW CareersAt MCW all of our endeavors, from our internal operations to our interactions with our partners, are driven by our shared organizational values: Caring – Collaborative – Curiosity – Inclusive – Integrity – Respect. We are committed to fostering an inclusive environment that values diversity in backgrounds, experiences, and perspectives through merit-based processes and in alignment with all applicable laws. We believe that embracing human differences is critical to realize our vision of a healthier world, and we recognize that a healthy and thriving community starts from within. Our values define who we are, what we stand for and how we conduct ourselves at MCW. If you believe in embracing individuality and working together according to these principles to improve health for all, then MCW is the place for you. For more information, please visit our institutional website.MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination:The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering an inclusive community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.