Patient Scheduler – Call Center

Description

CPIhealth is a multidisciplinary team dedicated to providing compassionate and comprehensive care to individuals experiencing chronic pain. With state-of-the-art facilities, advanced technology, and a collaborative environment, we offer a platform for healthcare providers to excel in their specialties while making a profound difference in the lives of those we serve.

As you consider your next career move, we invite you to join us in redefining pain management through innovation, expertise, and a commitment to improving patient outcomes. Together, we can shape the future of healthcare and positively impact countless lives.

Website: Capitol Pain Institute

Position Summary

We are seeking a detail-oriented and organized Patient Scheduler to join our team. This role is responsible for managing provider schedules to ensure accuracy and efficiency in scheduling patient appointments.

The ideal candidate is a skilled communicator with a strong customer service mindset, capable of multitasking in a fast-paced clinical or corporate environment.

Key Responsibilities

Patient Scheduling & Coordination

• Manage provider schedules, ensuring all appointments are accurate and complete.
• Answer multi-line phone calls professionally, assess patient needs, and transfer calls appropriately.
• Schedule patient appointments, verify demographic and insurance information, and update medical history as necessary.
• Provide patients with necessary pre-appointment instructions, such as required documents or medical records.
•  Serve as the onshore point of escalation for scheduling issues initiated by offshore agents, including complex rescheduling, provider preference conflicts, etc.
•  Own high-touch scheduling interactions, such as new patient consults and provider relationship management.

Insurance Verification & Documentation

• Verify insurance eligibility for new patient consults, ensuring accurate ID numbers and mailing addresses.
• Maintain patient confidentiality and adhere to company scheduling guidelines and procedures.
•  Review and validate insurance and demographic information passed along from offshore-handled calls to ensure accuracy before finalizing appointments.

Administrative & Communication Duties

• Organize and process incoming faxes, update patient charts, and scan documents into EMR systems.
• Assist in onboarding new providers by gathering and entering scheduling preferences.
• Manage correspondence, including contact letters and welcome packets for potential patients.
• Collaborate effectively with providers, staff, and departments to ensure seamless operations.
•  Perform QA reviews on offshore-handled calls, checking for accuracy and adherence to scheduling standards.

General Office & Customer Service

• Demonstrate excellent customer service by applying proactive communication and empathetic patient interactions.
• Performs other duties as assigned to support the mission, values, and strategies of CPIhealth.

This job description should not be interpreted as an exhaustive list of responsibilities or as an employment agreement between the employer and the employee. The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification and are subject to change as the employer's needs and the job change.

Requirements

Education: High School Diploma or equivalent required.

Experience: Previous experience with medical scheduling and EMR systems preferred.

Skills:

• Strong organizational, analytical, and multitasking abilities.
• Excellent judgment, problem-solving, and decision-making skills.
• Ability to work in a fast-paced team environment and independently.
• Professional communication skills, both verbal and written.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
•  Prior experience working with a call center or BPO vendor a plus.

Work Environment & Physical Requirements

• Prolonged sitting at a desk and working on a computer.
• Frequent use of office equipment (phones, keyboard, copier, fax machine).
• Occasional lifting, bending, or reaching (up to 25 lbs).
• The role is performed in an office, clinic, or surgical center with frequent interruptions.

Why Join CPIhealth?

• Competitive compensation and benefits package.
• Growth opportunities within a leading healthcare organization.
• Supportive and collaborative work environment.