Job Description

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.

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