Job Summary:
The Patient Scheduling Specialist II builds on foundational scheduling skills and handles more complex patient interactions. This role is responsible for coordinating multi-provider schedules, verifying insurance benefits, and addressing scheduling issues with greater independence. PSS II may also mentor new hires and support daily operations.

Note: This position will follow a hybrid training model during the first ninety (90) days of employment, requiring a combination of in-office and remote work. After the initial training period, the position will transition to a remote role. However, business needs may require adjustments, and team members must maintain the flexibility to report to the office when requested.

Duties/Responsibilities:

·         Answer phones and greet patients courteously and respectfully.

·         Schedule and reschedule appointments for consultations, procedures, and follow-ups.

·         Verify and update basic patient demographic and insurance information.

·         Provide appointment instructions to patients in a clear and friendly manner.

·         Maintain accurate and confidential patient records in the scheduling system.

·         Communicate schedule updates with clinics and other departments as needed.

·         Participate in initial training and ongoing development sessions.

·         Meet basic productivity expectations for call handling and documentation.

·         Coordinate appointments across multiple physicians and departments.

·         Provide insurance verification and preliminary benefit information.

·         Create accurate price estimates and communicate them to patients.

·         Troubleshoot and resolve basic scheduling conflicts or escalations.

·         Assist with onboarding and mentoring of new staff.

·         Monitor schedules for efficiency and proactively address gaps or overlaps.

·         Contribute to process improvement by identifying workflow issues.

·         Meet or exceed performance benchmarks in accuracy and productivity.

Qualifications:

·         High School Diploma or equivalent.

·         2 years of scheduling experience in a medical setting.

·         Strong verbal and written customer service skills.

·         Excellent organizational and planning abilities; able to manage multiple tasks simultaneously.

·         Working knowledge of medical terminology, insurance plans, and authorization processes.

·         Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).

·         Familiarity with EMR systems; NextGen and Phreesia preferred.

·         Strong problem-solving and communication skills.

·         Bilingual (English/Spanish) preferred.

Physical Requirements:

·         Prolonged sitting at a computer workstation.

·         Frequent use of a telephone.

·         Ability to maintain focus while multitasking.

·         Extended periods of viewing a computer monitor and reading small print.

·         Ability to retrieve files from cabinets, requiring reaching, bending, or kneeling.

·         Capability to lift and carry light objects.