Patient Access Schedule Agent, Partially Remote, M - F 11:00 AM-3:00 PM

UMass Memorial Medical Group; Worcester (MA); Hybrid; USD 29,000 - 40,000; Full time

Benefits offered by this job

Signing bonus potential

Union: SHARE

Job summary

UMass Memorial Medical Group is seeking a Patient Access Scheduling Agent to serve as the front door for patients needing care. The role involves handling scheduling across multiple providers and clinics, collecting demographics and insurance information, and coordinating records as needed.

The position emphasizes strong communication, English proficiency, and interpersonal skills, with preferred experience in scheduling and healthcare settings.

Qualifications

• High school diploma required.
• Associate's degree preferred.
• English speaking, reading and writing skills required.
• Bilingual skills preferred.

Responsibilities

• Handle incoming calls to schedule patient appointments across multiple clinics.
• Make outbound calls to schedule appointments with specialists.
• Collect patient demographics, insurance information and account guarantor; process updates.
• Secure medical records as needed to support care.
• Schedule in-office procedures and coordinate room availability.
• Prioritize visits to optimize physician time and resources.
• Maintain compliance with departmental policies and safety requirements.

Skills

English proficiency

Communication skills

Interpersonal skills

Education

High school diploma

Associate's degree in business/healthcare

Job description

Exemption Status:

Non-Exempt

Hiring Range:

$20.94 - $29.27 (based on a full time schedule of 40 hours per week).

Please note that the final offer will vary based on scheduled hours. Compensation for part-time or reduced schedules will be prorated based on scheduled weekly hours, experience, skills, qualifications, and internal equity considerations.

Schedule Details:

• Monday through Friday
• Scheduled Hours: 11AM-3PM
• Shift: 1 - Day Shift, 4 Hours (United States of America)
• Hours: 20
• Cost Center: 99940 - 5492 Patient Access Center
• Union: SHARE (State Healthcare and Research Employees)
• This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

The role of the Patient Access Scheduling Agent is the front door for patients to secure access to the right care, at the right time, with the right provider. The Patient Access Scheduling agent performs a variety of complex scheduling activities that ensures patients get access to the care they need by providing exceptional patient service.

Major Responsibilities

• Handles incoming phone calls from patients, families and referring providers to schedule patient appointments. Scheduling scope includes multiple providers across multiple clinics/departments, practices across multiple campuses.
• Makes outbound phone calls to patients to schedule appointments with specialists and subspecialists.
• As part of the appointment scheduling process, secure the information needed to facilitate the financial aspects of medical care such as patient demographics (name, date of birth, etc.), insurance information, and account guarantor. Processes updates and corrections to patient insurance and demographic information. Collects patient liabilities prior to or on the date of service, as appropriate.
• Based upon appointment visit type, secure medical records from outside health care organizations to ensure the provider has the necessary medical information to provide care.
• Schedules in office procedures (such as biopsies, etc.), which often requires scheduling the appointment and scheduling the room where the procedure will take place.
• Applies relevant functional knowledge of multiple treatment areas, the priority and sequence of associated procedures, tests and primary care services.
• Prioritizes visits and services in a manner that will foster more efficient utilization of physician's clinical staff, and patient's time, as well as equipment and facilities.

Standard Staffing Level Responsibilities

• Complies with established departmental policies, procedures and objectives.
• Attends variety of meetings, conferences, seminars as required or directed.
• Demonstrates use of Quality Improvement in daily operations.
• Complies with all health and safety regulations and requirements.
• Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
• Maintains, regular, reliable, and predictable attendance.
• Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

Position Qualifications

License/Certification/Education

Required

• High school diploma.

Preferred

• Associate's degree in business or healthcare-related field.

Experience/Skills

Required

• English speaking, reading and writing skills.
• Strong intrapersonal and communication skills.

Preferred

• Previous scheduling and/or phone customer services experience.
• Previous experience in a health care organization.
• Bilingual speaking, reading, and writing skills.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

All qualified applicants will receive consideration for employment without rega