Patient Scheduling Specialist II

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.