Patient Relations Representative III - MIGS

Medical College of Wisconsin; Milwaukee (WI); On-site; USD 38,000 - 46,000; Full time

Job summary

The Medical College of Wisconsin is seeking a Scheduling Specialist to support complex scheduling and patient service across multiple specialties. You will assist in coordinating visits and registrations under supervision, ensuring patient needs are met efficiently.

You will utilize EPIC Scheduling, manage referrals, and promote patient tools like MyChart to streamline care and access. This role emphasizes accuracy, empathy, and effective communication with patients and providers.

Qualifications

• High school diploma required.
• 2 years of scheduling or related experience.
• EPIC Scheduling experience preferred.
• Knowledge of patient scheduling workflows and documentation.

Responsibilities

• Schedule, cancel, and reschedule appointments across multiple specialties and locations.
• Review patient charts to determine the appropriate physician and visit requirements.
• Triages calls to deliver exceptional customer service and route requests appropriately.
• Encourage MyChart and MCW App enrollment and assist activation.
• Process referrals and coordinate with referring physicians and teams.
• Adhere to scheduling protocols to ensure accuracy of appointments and information.
• Provide directions and information about clinic locations and visit logistics.
• Identify and refer out-of-network patients when appropriate.

Skills

Customer service

Scheduling

Communication

Education

High school diploma

Tools

EPIC Scheduling

Job description

Summary

In Minimally Invasive Gastrointestinal Surgery and Bariatrics you will assist patients with complex scheduling and provide customer service using general knowledge of organization policies and procedures, under general supervision.

Primary Responsibilities

• Schedules, cancels, and reschedules appointments via phone for multiple specialties and locations including providing directions, instructions and other information regarding appointments.
• Reviews patient chart or medical records as needed to determine the appropriate physician and any requirements for their visit. May also require interaction with clinical providers to determine how best to schedule and coordinate visit/patient needs.
• 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 Ap to help manage their healthcare electronically and steps them through the process to get activated on these online tools.
• 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 - Abilities

• Knowledge of Epic functionality, customer service standards, procedural process, and recordkeeping. Computer, technical, interpersonal, oral communication, listening, and patience skills.

Qualifications

Appropriate experience may be substituted for education on an equivalent basis.

Minimum Required Education: High school diploma

Minimum Required Experience: 2 years

Preferred Experience: EPIC Scheduling

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Physical Requirements

Work requires occasionally lifting moderate weight materials, standing, or walking continuously.

Work Environment

Occasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.

Sensory Acuity

Ability to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.

Why MCW?

• Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
• 403B Retirement Package
• Competitive Vacation and Paid Holidays offered
• Tuition Reimbursement
• Paid Parental Leave
• Employee & Family Assistance Program (EFAP)
• Pet Insurance
• On campus Fitness Facility, offering onsite classes
• Additional 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 Overview

For a full list of positions see: MCW Careers

At 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.