Appointment Services Representative

The Medical College of Wisconsin, Inc.; Wauwatosa (WI); Hybrid; USD 22,000 - 30,000; Full time

Benefits offered by this job

Healthcare coverage

Tuition reimbursement

Paid parental leave

Pet insurance

Onsite fitness facility

Discounted rates for cell plans and E-

Job summary

The Medical College of Wisconsin, Inc. is seeking a patient scheduling and registration specialist in a hybrid role (95% remote, 5% onsite in the Metro Milwaukee area).

You will schedule across specialties, complete registrations, verify insurance, and guide patients to activate MyChart and the Froedtert & MCW App. Responsibilities include handling referrals, emails, and calls, following detailed protocols, and ensuring accurate information is provided to patients while delivering high-quality

Qualifications

• Minimum High School Diploma; 2 years experience in customer service/call center preferred.
• Experience with EPIC or healthcare scheduling systems is a plus.
• Strong communication and organizational skills; ability to verify insurance and register patients accurately.

Responsibilities

• Schedule, cancel and reschedule patient appointments across multiple specialties and locations.
• Complete full registration and insurance verification for new patients; MSP questionnaires for Medicare patients.
• Encourage portal usage (MyChart, MCW App) and guide patients through activation.
• Handle referrals, faxes and emails; route inquiries and coordinate with physicians and departments.
• Provide directions and appointment information; ensure patient needs are met with excellent service.

Skills

Customer Service

Communication skills

Organizational Skills

Insurance

Computer Skills

Medical Terminology

Education

High School Diploma

Tools

EPIC

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: 2 years experiencePreferred Experience: Customer service, call center, and/or EPIC experience preferred.#LI-RT1Why 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.