Patient Access Agent -Partially Remote, M-F 2 : 00-6 : 00, Days

Patient Access Scheduling Agent

At UMass Memorial Health, everyone is a caregiver regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

The role of the Patient Access Scheduling Agent is the front door for patients to secure access to the right care, at the right time, with the right provider. The Patient Access Scheduling agent performs a variety of complex scheduling activities that ensures patients get access to the care they need by providing exceptional patient service.

Major Responsibilities

1. Handles incoming phone calls from patients, families and referring providers to schedule patient appointments. Scheduling scope includes multiple providers across multiple clinics / departments, practices across multiple campuses.

2. Makes outbound phone calls to patients to schedule appointments with specialists and subspecialists.

3. As part of the appointment scheduling process, secure the information needed to facilitate the financial aspects of medical care such as patient demographics (name, date of birth, etc.), insurance information, and account guarantor. Processes updates and corrections to patient insurance and demographic information. Collects patient liabilities prior to or on the date of service, as appropriate.

4. Based upon appointment visit type, secure medical records from outside health care organizations to ensure the provider has the necessary medical information to provide care.

5. Schedules in office procedures (such as biopsies, etc.), which often requires scheduling the appointment and scheduling the room where the procedure will take place.

Position Qualifications

License / Certification / Education : Required : 1. High school diploma.

Preferred : 1. Associate's degree in business or healthcare-related field.

Experience / Skills : Required : 1. English speaking, reading and writing skills. 2. Strong intrapersonal and communication skills.

Preferred : 1. Previous scheduling and / or phone customer services experience. 2. Previous experience in a health care organization. 3. Bilingual speaking, reading, and writing skills.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Physical Demands and Environmental Conditions : Occasionally - [lifting, pushing, pulling 10lbs or less], standing, walking, pushing, pulling, bending, reaching, grasping. Frequently - [lifting, carrying, pushing, pulling 20lbs or less], kneeling, high level of stress. Constantly - sitting, performing repetitive movements, working indoors, precise motor skills, precise hearing required, precise vision required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health for our patients, our community and each other. Our six Standards of Respect are : Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org . We will make every effort to respond to your request for disability assistance as soon as possible.