The Scheduling Coordinator Level II work in a call center environment, where most of the work is done by phone and computer with internal and external customers across the UH Systems. The purpose of the mastery Scheduling Coordinator Level II is to serve as a compassionate, trusted, and able partner/advocate for anyone seeking care or services by intently understanding each unique need/preference in order to efficiently and effectively match available resources and services across the UH Health System. The mastery Scheduler Coordinator II will handle multiple calls and requests, responding timely and professionally. The mastery Scheduler Coordinator II perform other duties in working all areas of the facility as the need arises or as policies change. The role of the mastery Scheduling Coordinator Level II is complex and requires critical thinking, problem solving, active listening, and heightened professionalism to appropriately resolve each call and while creating a relationship to support the UH Brand.

• Ensure that every patient/family who calls for an appointment, obtains an appointment in a timely and accurate manner. The mastery Scheduling Coordinator II will show the highest form of customer and personalized service by engaging with all callers in a professional and personable manner, as a representative of University Hospitals Health System.
• Creates a sense of care for the patient through active listening and excellent communication and closure skills and demonstrate the highest level of customer service through courtesy and concern.
• Enters and validates medical, demographic, insurance, financial, and business data in a timely and courteous manner in appropriate systems to ensure master patient index integrity and creation of an accurate appointment/encounter and claim.
• Identifies services out of insurance plan or requiring referrals; may inform patient of courses of action.
• Explains pre-appointment clinical preparation requirements when applicable.
• Collect, post, and balance co-pays, deductibles and other patient payments.
• Handles and manage a wide variety of patient inquiries regarding physicians, services and logistics to ensure access to care with maximum throughput and minimal delay
• Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency.
• Meets or exceeds positive performance trending with productivity and quality standards within first 90 days of employment and ongoing.
• Understands and appropriately escalates to Care Connections Leadership for support when needed quickly and seamlessly to meet and recover any service delivery.
• Mastery of universal scheduling protocols as well as continuing to learn other departmental duties.
• Work as a Scheduling Ambassador to assist newer Central Scheduling/Radiology team members. Offer peer to peer guidance for newer agents to improve upon quality and productivity

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

• High School Equivalent / GED (Required)
• Associate's Degree (Preferred)
• Bachelor's Degree (Preferred)

• 1+ years of customer service-related experience or office related (Required)

• Knowledge of Microsoft Word and Excel applications. (Required proficiency)
• Able to adhere to structured call center metrics in a closely monitored, fast paced environment. (Required proficiency)
• Ability to function independently and as a team player. (Required proficiency)
• Professional demeanor (Required proficiency)
• Microsoft Office, telephony software and experience with scheduling software such as Epic or Soarian. (Preferred proficiency)

• Certified Healthcare Access Associate (CHAA) will be accepted in lieu of 1 year of work experience (Preferred)

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely up to 20 lbs
• Carrying Rarely up to 20 lbs
• Pushing Rarely up to 20 lbs
• Pulling Rarely up to 20 lbs
• Climbing Rarely up to 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

• 10%