Patient Scheduling Representative - Spine Center Therapies

Patient Scheduling Representative - Spine Center Therapies

Job : R-48914 Job Type: Full time Location: Kansas City, Kansas

Position Summary / Career Interest:

The Patient Scheduling Representative is responsible for creating a seamless patient experience by coordinating and scheduling appointments for patients. This is a more experienced scheduler that can function across multiple departments and may be floated to cover areas based on staffing needs. The position may mentor lower level staff in need of additional training. The role may operate from a call center or one of the health system's outpatient clinics.

Responsibilities include scheduling appointments for imaging, laboratory, clinic, infusion, treatment and procedures, while demonstrating teamwork and effective communication. Tasks may include surgery, ambulatory surgery center appointments, and GI department appointments. The scheduler monitors electronic medical record (EMR) work queues, answers incoming calls and messages from clinicians and patients, schedules all referral appointments to external offices, and leverages additional scheduling systems as required.

• Respond to a high volume of incoming telephone calls and accurately schedule, reschedule, or cancel patient visits including clinic appointments (in-person and telehealth), treatments such as chemotherapy, radiation therapy, surgeries, and procedures using extensive knowledge of appointment types, locations, providers, and specialties.
• Register patients prior to visit or upon arrival; update demographics, verify insurance, scan documents, and process referrals. Educate patients on required medical records for TUKHS appointments and notify external offices of referral appointments via Beacon or similar specialty software.
• Complete daily reminder calls to patients prior to service, assist with charge audits, and maintain logs, records, and miscellaneous data.
• Prepare patient charts prior to service, notify manufacturer representatives of scheduled procedures when applicable, and maintain an accurate calendar within the scheduling system.
• Schedule multiple or cyclical events (e.g., laboratory tests, radiologic imaging, procedures) at correct intervals, verify orders with referring physicians, and keep current with automated scheduling program updates.
• Efficiently manage the Appointment Request Workqueue, filter and prioritize requests per specialty standards, and communicate with providers and clinical team members to address patient issues and ensure continuity of care.
• Plan procedures to maximize utilization of available time and meet physician and patient needs, while communicating and clarifying schedule changes to minimize errors.
• Learn and apply scheduling guidelines, patient registration, pre-certification requirements, insurance billing basics, and order entry scanning as needed.
• Identify urgent customer or operational issues and appropriately escalate them, documenting and routing calls to the proper department.
• Communicate with the Financial Advisor regarding patient financial responsibilities, direct patients to insurance providers for copay or benefit information, or transfer inquiries to the Financial Advisor for payment plans.
• Check out patients from clinic visits, provide options for after‑visit summaries, and support EMR patient portal (EPIC MyChart) sign‑ups.
• Manage the Appointment Request Workqueue, filter and prioritize per specialty standards, and handle voicemails while engaging patients courteously and accurately.
• Assist in orienting new employees to the scheduling process and train them on operational protocols using approved materials.
• Build and maintain trusting relationships with providers and the clinical team to deliver patient‑centered scheduling services, advocating for transportation, financial, and logistical needs and coordinating care across campuses.
• Float across multiple scheduling teams or specialties as staffing needs require.
• Actively participate in staff training and educational activities related to the role.
• Follow all regulatory and compliance standards, documented protocols, and guidelines.
• Meet the…