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Exemption Status:

Non-Exempt

Schedule Details:

Monday through Friday

Scheduled Hours:

830A-5P

Shift:

1 - Day Shift, 8 Hours (United States of America)

Hours:

40

Cost Center:

99940 - 5492 Patient Access Center

Union:

SHARE (State Healthcare and Research Employees)

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

The role of the Patient Access Scheduling Agent is the front door for patients to secure access to the right care, at the right time, with the right provider. The Patient Access Scheduling agent performs a variety of complex scheduling activities that ensures patients get access to the care they need by providing exceptional patient service.

I. Major Responsibilities:
1. Handles incoming phone calls from patients, families and referring providers to schedule patient appointments.  Scheduling scope includes multiple providers across multiple clinics/departments, practices across multiple campuses.  
2. Makes outbound phone calls to patients to schedule appointments with specialists and subspecialists.
3. As part of the appointment scheduling process, secure the information needed to facilitate the financial aspects of medical care such as patient demographics (name, date of birth, etc.), insurance information, and account guarantor.  Processes updates and corrections to patient insurance and demographic information. Collects patient liabilities prior to or on the date of service, as appropriate. 
4. Based upon appointment visit type, secure medical records from outside health care organizations to ensure the provider has the necessary medical information to provide care.
5. Schedules in office procedures (such as biopsies, etc.), which often requires scheduling the appointment and scheduling the room where the procedure will take place.
6. Applies relevant functional knowledge of multiple treatment areas, the priority and sequence of associated procedures, tests and primary care services.
7. Prioritizes visits and services in a manner that will foster more efficient utilization of physician’s clinical staff, and patient’s time, as well as equipment and facilities.

Standard Staffing Level Responsibilities:
1. Complies with established departmental policies, procedures and objectives.
2. Attends variety of meetings, conferences, seminars as required or directed.
3. Demonstrates use of Quality Improvement in daily operations.
4. Complies with all health and safety regulations and requirements.
5. Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
6. Maintains, regular, reliable, and predictable attendance.
7. Performs other similar and related duties as required or directed.
All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:
Required:
1. High school diploma.

Preferred:
1. Associate’s degree in business or healthcare-related field.

Experience/Skills:
Required:
1. English speaking, reading and writing skills.
2. Strong intrapersonal and communication skills.

Preferred:
1. Previous scheduling and/or phone customer services experience.
2. Previous experience in a health care organization.
3. Bilingual speaking, reading, and writing skills. 

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments.  The competencies will be maintained and attached to the departmental job description.  Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

Work is considered sedentary.  Position requires work indoors in a normal office environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.