AT Patient Rescheduling Rep

RadNet; Maryland; On-site; USD 26,000 - 28,000; Full time

Job summary

RadNet is seeking a Patient Rescheduling Representative to support the Authorization Team by handling patient calls for rescheduling and cancellations. You will be a key liaison, delivering accurate information and friendly service to patients, providers, payors, and regulators in a high-volume setting.

The ideal candidate demonstrates strong communication, empathy, and the ability to navigate scheduling systems while maintaining confidentiality and compliance with HIPAA guidelines.

Qualifications

• High School Diploma or equivalent.
• Bachelor’s degree in business, healthcare, or related field preferred.
• Previous experience in a phone and/or customer experience/support role preferred.
• Previous experience working on authorizations or in radiology preferred.
• Strong interpersonal skills.
• Ability to handle inbound and outbound phone calls in English.
• Knowledge navigating office equipment and applications like Word, Excel, Outlook and webchat.
• Ability to scan and label documentation into a patient’s chart.

Responsibilities

• Monitor and manage rescheduling worklist within designated timeframes.
• Take ownership of accounts and perform follow-up rescheduling tasks.
• Communicate rescheduling instructions and timelines clearly to patients.
• Address incoming inquiries and determine when escalation is needed.
• Investigate scheduling changes and adjust appointments accordingly.
• De-escalate challenging rescheduling situations with minimal guidance.
• Provide empathetic, patient-focused service adhering to protocols.

Skills

Customer service

Communication skills

English fluency

Phone support

De-escalation

Education

High School Diploma or equivalent

Bachelor’s degree in business or healthcare

Tools

Word

Excel

Outlook

Webchat

Job description

Responsibilities

Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward . With dynamic cross-training and advancement opportunities in a team-focused environment, the core of RadNet’s success is its people with the commitment to a better healthcare experience. When you join RadNet as our

Responsibilities

Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward . With dynamic cross-training and advancement opportunities in a team-focused environment, the core of RadNet’s success is its people with the commitment to a better healthcare experience. When you join RadNet as our Patient Rescheduling Representative , you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21 st century and align all stakeholders- patients, providers, payors, and regulators achieve the best clinical outcomes.

Job Summary

The Patient Rescheduling Representative plays a crucial role in the patient communication process for the Authorization Team. The representative will serve as the liaison between our patients and the Authorization Team, handling all rescheduling/cancellation calls to our patients, as well as receiving incoming patient rescheduling inquiries. This role will require superior customer service skills, and the ability to navigate and de-escalate challenging situations. The Patient Rescheduling Representative will be an effective communicator, providing accurate information to our patients and successfully answering their inquiries. The Patient Rescheduling Representative is part of a dynamic team that delivers an exceptional patient experience through superior customer service, empathy, and patience.

You Will

• Monitor assigned rescheduling worklist and ensure patient contact within designated rescheduling time frame, utilizing all tools and required methods of communication.
• Take ownership of assigned accounts, perform necessary rescheduling follow-up, and understand when the account has been worked to its furthest extent.
• Review and follow rescheduling/cancellation instructions and authorization timelines, confidently relaying pertinent information to our patients, offering self-pay options and following cancellation protocols.
• Ensure all incoming patient inquiries are solved for and determine when escalation is needed.
• Investigate accounts requiring scheduling updates due to exam changes and appropriately reschedule appointments.
• Ability to de-escalate challenging rescheduling situations with little to no guidance.
• Demonstrate superior customer-service skills, empathy, and patience while adhering to rescheduling/cancellation protocols.

If You Are

• High School Diploma or equivalent required.
• Bachelor’s degree in business, healthcare, or a related field preferred.
• Previous experience in a phone and/or customer experience/support role preferred.
• Previous experience working on authorizations or in radiology preferred.
• Strong interpersonal skills.
• Ability to handle inbound and outbound phone calls in the English language fluently.
• Knowledge and ability to navigate office equipment (such as computer) and understand computer applications such as Word, Excel, Outlook and webchat.
• Ability to scan and label documentation into a patient’s chart.

Ideal Candidate Will Possess

• Maintain departmental Quality Index (QI) and productivity standards.
• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
• Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
• but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.

Pay Range: $18.57-$20.69 per hour