Patient Scheduling Specialist III

City of Hope; Irwindale (CA); On-site; USD 28,000 - 33,000; Full time

Job summary

City of Hope is seeking a patient scheduling assistant to support a high volume of callers, scheduling with doctors and staff using EPIC and Salesforce, and relaying information to care teams. The role emphasizes accuracy, compassion, and timely communication.

You will handle referrals, pre-registration, eligibility checks, and coordination with departments to arrange complex appointments. A high school diploma and 2 years in healthcare or a call center are recommended.

Qualifications

• High School or equivalent.
• Two years related experience in a medical office/healthcare setting or in a call/contact center.
• Preferably:Two years of experience with patient scheduling, as a medical assistant, or unit clerk experience.

Responsibilities

• Answer monitored and recorded telephone calls: relays incoming calls/messages; coordinates appointment scheduling with doctors, staff, nurses, patients and other medical departments over the phone.
• Documents phone call using sales force and schedules appointments in EPIC/Salesforce.
• Within guidelines for organization, department and clinic, Schedules a variety of appointments in EPIC/Salesforce and other systems, communicates with provider, care team and leadership to facilitate timely and appropriate scheduling.
• Use problem solving and critical thinking skills to follow up with patient on scheduling related issues or communicating when they can expect to receive a call back from providers, extenders or nursing staff.
• Provides services that are accurate, reliable, courteous and timely within established service levels. Identifies patients in crisis with urgent clinical needs and refers appropriately.
• Schedules patient appointments as directed by the provider requests. Demonstrates an in-depth understanding of the flow of the patient scheduling process within the paper and electronic environments.
• As applicable – collaborates with other departments to schedule complex appointment types.
• Demonstrates accuracy and completeness in interactions via phone, in-basket or email. Escalates issues in a timely manner to direct supervisor as applicable.
• Creates pre-registration record and links pre-registration record to scheduled appointments.
• Assures that the correct pre-registration visit encounter type is linked to the scheduled appointment. Runs Real Time Eligibility (RTE) and notates accurate information within the EHR system.
• Creates a request for authorization of service and Letter of Agreement (LOA) when applicable.
• Assures that all pertinent information in included in the authorization request so that the patient financial staff can complete the authorization request as needed.

Education

High School diploma or equivalent

Job description

City of Hope is seeking a patient scheduling assistant to support a high volume of callers, scheduling with doctors and staff using EPIC and Salesforce, and relaying information to care teams. The role emphasizes accuracy, compassion, and timely communication.

You will handle referrals, pre-registration, eligibility checks, and coordination with departments to arrange complex appointments. A high school diploma and 2 years in healthcare or a call center are recommended.