Patient Rescheduling & Care Liaison

RadNet; Maryland; On-site; USD 25,000 - 29,000; Full time

Job summary

RadNet is seeking a Patient Rescheduling Representative in Maryland to serve as the liaison between patients and the Authorization Team. You will handle rescheduling and cancellation calls, provide accurate information, and deliver an exceptional patient experience with empathy and clear communication.

The role requires strong customer service skills, English fluency, and proficiency with Word, Excel, Outlook, and webchat as you support the scheduling process and maintain quality standards.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Interpersonal skills

Customer service

Communication

English fluency

Phone support

Education

High School Diploma

Bachelor's degree preferred

Tools

Word

Excel

Outlook

Webchat

Job description

RadNet is seeking a Patient Rescheduling Representative in Maryland to serve as the liaison between patients and the Authorization Team. You will handle rescheduling and cancellation calls, provide accurate information, and deliver an exceptional patient experience with empathy and clear communication.

The role requires strong customer service skills, English fluency, and proficiency with Word, Excel, Outlook, and webchat as you support the scheduling process and maintain quality standards.