Job Description

The Scheduling Specialist I is responsible for supporting scheduling functions across assigned hospitals, clinics, or centralized patient access centers. This role may focus on creating and maintaining clinician schedules in facility settings or managing patient appointment scheduling, helping with general patient
needs, and accurately communicating patient needs to the clinical staff through centralized call center operations. The Scheduling Specialist I ensures appointments are accurate, timely, and compliant with organizational policies while fostering effective communication with clinicians, patients, and leadership.

Essential Functions

• Develops, maintains, and distributes clinician schedules based on workload demands, or completes accurate patient appointment scheduling across multiple clinics, depending on assignment.
• Receives inbound communication from clinicians, patients, and staff via phone, text, email, and/or call center platforms to address scheduling needs, and handle urgent or emergent requests.
• Assesses caller needs to identify urgent clinical matters for immediate warm transfer to clinic staff. For non-urgent requests (refills, clinical questions), accurately documents and routes communications to the appropriate staff via the EMR.
• Validates provider readiness (credentials, enrollments) or verifies patient demographics and insurance information, ensuring compliance with applicable requirements.
• Researches patient requests within the medical record, provides necessary information, and resolves inquiries effectively while maintaining patient confidentiality.
• Monitors EMR in-baskets, call center systems, and related technology (as needed) to manage communication workflows effectively.
• Provides timely and professional service to patients, providers, and facility staff, ensuring positive experiences and adherence to standards.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Bachelor's Degree in Healthcare Administration, Business Administration, or a related field preferred
• 1-3 years of experience in scheduling, operations, customer service, or healthcare administration required
• Experience in physician/provider scheduling, patient appointment scheduling, or call center operations preferred

Knowledge, Skills and Abilities

• Proficiency in scheduling software, EMR systems, and Microsoft Office Suite.
• Excellent verbal and written communication skills with strong customer service orientation.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple priorities in fast-paced hospital, clinic, or call center environments.
• Knowledge of healthcare industry standards, patient confidentiality, and compliance protocols.