Patient Access Center - Partially Remote - M-F 8:30 - 5:00 PM

UMass Memorial Health; United States; Hybrid; USD 28,846 - 40,322; Full time

Job summary

UMass Memorial Health is looking for an individual to manage appointment scheduling for patients contacting the office. This role requires strong communication and intrapersonal skills, along with a high school diploma.

The position involves handling phone calls from patients, collecting necessary information, and scheduling appointments efficiently. Experience in customer service or healthcare is preferred.

Qualifications

• Required: English speaking, reading and writing skills.
• Required: Strong intrapersonal and communication skills.
• Preferred: Previous scheduling and/or phone customer service experience.

Responsibilities

• Handles incoming phone calls to schedule patient appointments.
• Makes outbound calls to schedule appointments with specialists.
• Collects and processes patient demographic and insurance information.

Skills

English speaking, reading and writing skills

Strong intrapersonal and communication skills

Bilingual speaking, reading and writing skills

Education

High school diploma

Diploma or healthcare-related field

Job description

Compensation

$20.94 - $29.27 per hour. The final offer may vary based on experience, skills, qualifications, and internal equity considerations.

Work Schedule

Monday through Friday, 8:30 a.m. – 5:00 p.m., 8‑hour day shift (40 hours per week).

Major Responsibilities

1. Handles incoming phone calls from patients, families and referring providers to schedule patient appointments across multiple providers, clinics, departments, practices, and campuses.
2. Makes outbound phone calls to patients to schedule appointments with specialists and subspecialists.
3. Collects and processes patient demographic and insurance information, updates and corrections, and pre‑service liabilities as appropriate.
4. Secures medical records from outside health care organizations based on appointment visit type.
5. Schedules in‑office procedures, including the appointment and room where the procedure will take place.
6. Applies functional knowledge of multiple treatment areas to prioritize and sequence related procedures, tests, and primary care services.
7. Prioritizes visits and services to maximize efficient utilization of physician staff, patients’ time, equipment, and facilities.

Standard Staffing Level Responsibilities

1. Complies with established departmental policies, procedures and objectives.
2. Attends required or directed meetings, conferences, and seminars.
3. Demonstrates the use of Quality Improvement in daily operations.
4. Complies with all health and safety regulations and requirements.
5. Respects diverse views and approaches, contributing to an environment of professionalism, tolerance, civility and acceptance toward employees, patients and visitors.
6. Maintains regular, reliable, and predictable attendance.
7. Performs other similar and related duties as required or directed.

Position Qualifications

License/Certification/Education

1. Required: High school diploma.
2. Preferred: Diploma or healthcare‑related field.

Experience/Skills

1. Required: English speaking, reading and writing skills.
2. Required: Strong intrapersonal and communication skills.
3. Preferred: Previous scheduling and/or phone customer service experience.
4. Preferred: Previous experience in a health care organization.
5. Preferred: Bilingual speaking, reading and writing skills.

Physical Demands and Environmental Conditions

Work is considered sedentary and performed indoors in a normal office environment.

Equal Opportunity Employment

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Americans with Disabilities Act (ADA) Compliance

We provide reasonable accommodations to qualified applicants with disabilities.