Virtual Outpatient Scheduler

101 Rogers Memorial Hospital, Inc.; West Allis (WI); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) retirement plan

Employee share program

Life/disability insurance

Flex spending accounts

Tuition reimbursement

Health and wellness program

Employee assistance program (EAP)

Job summary

Rogers Behavioral Health seeks an Outpatient Scheduler to act as a patient advocate and main contact for routine and specialized clerical tasks. You will support patients through admissions, scheduling, and insurance verification while collaborating with physicians and care teams.

The role requires strong customer service, accurate documentation, and the ability to communicate effectively with patients, families, and internal departments. Evening/weekend coverage may be required.

Qualifications

• Bachelor’s degree preferred; High School diploma required.
• Two years of customer service experience, preferably in healthcare.
• Experience with computers and EMR platforms.
• Knowledge of medical/psychiatric/chemical dependency diagnosis, treatment process, managed care is preferred.

Responsibilities

• Handle patient inquiries and act as the first contact, guiding them to Rogers programs and services.
• Register and schedule patients, verify insurance information, and ensure accurate medical records.
• Manage daily check-in/check-out, admissions paperwork, and transfers between care teams.
• Coordinate start dates with referring teams and ensure timely follow-up and communication.
• Maintain open communication with patients and families and provide excellent customer service.

Skills

Customer service

Communication skills

EMR systems

Healthcare experience

Education

High School diploma required

Bachelor’s degree preferred

Tools

EMR software

Job description

The Virtual Outpatient Scheduler acts as a patient advocate and main contact. The Outpatient Scheduler performs various routine and specialized clerical and administrative tasks to support patients. This includes handling inquiries about programming, serving as the first point of contact, and assisting in the patient's transition of care. The role involves collaborating with physicians, providers, administrators, and other members of a multidisciplinary team.

Job Duties and Responsibilities

Administrative Processes Performs a variety of administrative processes is the first and last point of contact with patients. Answer and provide accurate Rogers program and services information to callers. Registers and schedules patients and confirms insurance guarantor information. Responsible for daily check-in and check-out of patients and reporting this information. On admission, verifies patient identification, demographic, insurance, and ensures all paperwork and consent information are obtained/updated in the medical record. Distributes incoming emails/voicemails to appropriate care team members. Program Coordination Support patient experience preadmission and throughout the continuum of care. Creating new encounters. Provide program information to patients/families. Schedule appointments and coordinate the completion of paperwork. Assist with patient/family member/guardian inquiries/questions. Perform regular check-in with patients on waiting for treatment. Confirm insurance verification; collaborate with PFS. Provide patients with information regarding insurance coverage and financial assistance options. Support in updating/maintaining provider schedules in appropriate platforms Manage provider caseloads according to availability, specialty, licensure, and insurance credentialing. Ensure timely follow-up with patients/families. Maintain an open line of communication with patients. Facilitate internal transfers as needed. Receive and process internal referrals. Coordinate start date with referring treatment team and/or patient. Communicate all pertinent information and follow-up to ensure seamless internal transfer. Develop working relationships with interdisciplinary team members to ensure open line of communication regarding a patient’s care. This includes but is not limited to: Inpatient, PHP/IOP, Outpatient, Residential Admissions and Patient Access departments. Outpatient operations. Business Development. Utilization Review. Patient Financial Services. Health Information Management. Be available and punctual for all shifts, rotating on-call weekend and holiday coverage as scheduled. Apply good practice principles to job duties. Use good communication skills and tact to deal effectively with third-party carrier representatives, all staff members, and external customers. Demonstrate excellent customer service by providing a friendly tone and empathic statements whenever appropriate. Follow scripting when it is provided. Use common sense in situations and respond appropriately in all communication modes (body language, verbal) to each patient/guardian, regardless of their behavior. Maintain a calm attitude and create a conducive atmosphere in difficult situations. Work cooperatively and supportively with all staff. Remain courteous and respectful to others during work interactions and be willing to work out problems on a one-on-one basis. Complete assignments and documentation on time. Meet or exceed performance metrics. Complete other duties as assigned. Promote a team atmosphere by treating individuals with respect and honesty and by using direct communication and active listening skills. Be open to change and actively support change. Be open to others’ ideas and points of view. Evaluate employees objectively and provide employees with periodic feedback. Promote department goals as well as the mission of Rogers. Communicate goals to fellow staff members. Maintain department policies and procedures. Include requirements and guidelines from external agencies (i.e., Joint Commission, State of Wisconsin). Demonstrate acceptance and training of student interns in the department, as directed. Conduct self in a professional manner. Demonstrate organizational skills that promote timely response to all inquiries and to task completion. Communicate with all individuals in a positive and professional manner. Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution. Communicate concerns and provide solutions for same. Project a professional image by wearing appropriate, professional attire. Ability to influence departments within Rogers and provide technical guidance.

Education/Training Requirements

Bachelor’s degree preferred. High School diploma required. Two (2) years of customer service and relevant experience required, preferably in a healthcare setting. Experience with computers and demonstrated proficiency with software platforms and EMRs. Knowledge of medical/psychiatric/chemical dependency diagnosis, treatment process, managed care, Joint Commission, preferred. Oconomowoc Only: Valid driver license preferred and must be granted insurable status by the Rogers insurance policy.

Benefits

• Health, dental, and vision insurance coverage for you and your family
• 401(k) retirement plan
• Employee share program
• Life/disability insurance
• Flex spending accounts
• Tuition reimbursement
• Health and wellness program
• Employee assistance program (EAP)

About Rogers Behavioral Health

With a career at Rogers, you can look forward to a Total Rewards package of benefits. Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com). Rogers Behavioral Health is a nationally recognized, not-for-profit provider of highly specialized psychiatric care. Rogers offers evidence-based treatment for children, teens, and adults with OCD and anxiety, addiction, depression and other mood disorders, eating disorders, trauma, and PTSD. Backed by more than a century of experience, Rogers is leading the way on measurement-based care and use of clinical outcomes. Rogers provides residential care and has three inpatient facilities located in southeastern Wisconsin. Rogers also offers outpatient services in a growing network of communities across the U.S. The System also includes Rogers Behavioral Health Foundation which supports patient care, programs, and research; and Rogers InHealth an initiative that works to eliminate the stigma of mental health challenges. For more information, visit rogersbh.org.

EOE/MFDV

Equal Employment Opportunity – Rogers Behavioral Health