Patient Contact Specialist I

Geisinger; Pennsylvania; Hybrid; USD 36,000 - 52,000; Full time

Job summary

Geisinger is seeking a Patient Contact Center scheduler to manage appointment requests, confirmations, and patient communications. The role emphasizes accuracy in registration and insurance data while aligning times and locations with physician guidelines.

The position supports a remote, home-based work arrangement and requires the ability to troubleshoot basic issues and handle multi-channel messages efficiently.

Qualifications

• Proficiency in computer operations and multitasking across multiple monitors.
• Ability to learn and adapt to various software applications and digital tools.

Responsibilities

• Completes appointment scheduling, cancellations and confirmations using physician guidelines and patient preferences.
• Responds to non-scheduling inquiries and routes calls appropriately.
• Gathers basic registration, demographic and insurance information for accurate billing and scheduling.
• Provides one-call resolution when possible.
• Handles multi-channel messages related to patient and physician requests (appointments, referrals, prescriptions, complaints).
• Meets quality and service goals for contact center metrics.
• Supports team by prioritizing daily tasks and assignments.
• Assists with training for new hires.

Skills

Software proficiency

Job description

Work Schedule:

Shifts will be assigned based on business and specialty need and may vary within the Patient Contact Center’s hours of operation, which are Monday through Friday, 7:00 AM to 7:00 PM and Saturday - Sunday 8:00 AM - 12:00 PM.

Skills required:

Proficiency in computer operations, including the ability to efficiently navigate and manage tasks across multiple monitors. Candidates should demonstrate adaptability in learning and using various software applications and programs, with a strong aptitude for quickly mastering new digital tools and systems. This includes familiarity with standard office software, web-based platforms, and proprietary systems, as well as the ability to troubleshoot basic technical issues independently.

Preferred Experience:

Familiarity with medical terminology is strongly preferred, as it supports effective communication and understanding within a healthcare environment.

Job Description:

• Completes all appointment scheduling, cancellation and confirmation requests by matching patient preferences with documented, physician or diagnostic specific scheduling guidelines to provide the first available appointment in conjunction with patient preferences for time, date and location of each appointment.

• Respond to non-scheduling inquiries and route calls appropriately.

• Coordinates and completes accurate basic registration, demographic and insurance information to ensure timely and accurate payment for services while scheduling appointments.

• Provides one-call resolution whenever possible.

• Processes multi-channel messages related to patient and physician requests such as appointments, referrals, prescriptions and complaints.

• Achieves and maintains quality and service goals related to contact center metrics.

• Functions as a team member to organize and prioritize responsibilities to complete daily work assignments.

• Assists with training initiatives for new hires.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Work at Home requirements:

To ensure a productive and secure remote work environment, the following conditions must be met:

• Quiet, Dedicated Workspace: A private, distraction-free area within your home to support focused work.

• Adequate Workstation Setup: Sufficient space to accommodate all employer supplied equipment, including monitors, keyboard, and other peripherals.

High-Speed Internet Connection:

Connection Type: Cable modem only (DSL, wireless cellular, and satellite services are not permitted).

Minimum Speed Requirements:

• Download: 100 Mbps

• Upload: 25 Mbps

• Ping: Less than 150 ms

• Jitter: Less than 30 ms

• Connectivity: The computer must be connected via Ethernet cable. Wi-Fi is not permitted unless a Virtual Private Network (VPN) is used to secure the connection.