• Schedule patient appointments in accordance with established guidelines, providing patients with appointment details, preparation instructions, and location information. Monitor daily schedules, place appointment reminder calls, identify missed appointments, and coordinate rescheduling as needed.

• Proactively review provider schedules, identify potential issues or gaps, and take appropriate corrective action to support efficient clinic operations and patient access.

• Verify and maintain accurate patient demographic, insurance, and registration information to ensure a seamless patient experience and timely reimbursement.

• Serve as a primary point of contact for patients and visitors by answering incoming calls, documenting complete and accurate messages, and routing information to the appropriate team members. Provide general information regarding hospital, clinic, and department services, policies, and procedures.

• Retrieve and prepare patient records, forms, and supporting documentation as requested by patients, providers, or care teams. Ensure all activities are performed in compliance with HIPAA privacy and confidentiality standards.

• Build positive relationships with patients, providers, and the community by delivering exceptional customer service. Listen attentively to questions, concerns, and feedback, work to resolve issues promptly, and document patient compliments and complaints through established processes.

• Enter and manage referrals within Epic, supporting care coordination and helping patients navigate the referral process. Initiate approved referrals, distribute required documentation, and respond to patient inquiries regarding referral status and next steps.

• Demonstrate a strong understanding of the Advanced Access scheduling model by monitoring provider schedules, maintaining appointment availability, and making adjustments as needed to maximize patient access to care.

• Collaborate closely with providers, nurses, and care teams to ensure timely patient access. Follow team scheduling and same-day appointment guidelines, generate and track access-related forms, and support initiatives that improve patient flow.

• Recognize and appropriately handle urgent or emergent calls, following EMTALA guidelines and established protocols to ensure patients receive the appropriate level of care and response.

• Participate in department meetings and ongoing training opportunities to stay informed of operational updates, process improvements, and organizational initiatives.

What You'll Bring

Success in this role requires exceptional organizational skills, attention to detail, strong communication abilities, and a commitment to providing outstanding service. You'll play an important role in helping patients access the care they need while supporting a positive, efficient experience for both patients and providers.