Patient Scheduler

Job Summary

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This position is a non-clinical role responsible for managing referral work queues, coordinating referral appointments, and scheduling clinic visits to ensure timely and seamless access to care. This position serves as a key liaison between patients, providers, internal departments, and external facilities, supporting efficient operations and a positive patient experience.

Essential Job Functions

Job functions are those tasks, duties, and responsibilities that comprise the means of accomplishing the job’s purpose and objectives. Job functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable.

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Referral Coordination
• Manage and process referral work queues in the electronic medical record (EMR) accurately and timely
• Review referrals for completeness and route questions or discrepancies to the appropriate clinical team for
clarification
• Coordinate and schedule referral appointments with internal departments and external providers
• Communicate referral details, appointment information, and preparation instructions to patients
• Track referral status and follow up to ensure completion and closure of referrals
• Maintain accurate referral documentation in compliance with clinic and regulatory standards
Scheduling & Patient Access
• Schedule in-clinic appointments according to provider templates, clinic guidelines, and patient needs
• Optimize schedules to support provider productivity and patient access
• Assist with rescheduling, cancellations, and wait-list management as needed
• Verify appointment details and ensure accurate demographic and insurance information is documented
Patient Communication & Service
• Serve as a patient advocate by providing clear, courteous, and compassionate communication
• Respond to patient inquiries related to referrals, scheduling, and appointment coordination
• Ensure patient confidentiality and HIPAA compliance in all interactions
Collaboration & Workflow Support
• Work closely with providers, nursing staff, and care teams to support timely access to care
• Escalate complex or unclear referrals appropriately
• Participate in process improvement initiatives related to patient access, referrals, and scheduling workflows

Note: The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title. Employees may be directed to perform job related tasks other than those specifically presented in this description.

Qualifications

Minimum Qualifications

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• High school diploma or equivalent
• Minimum of 1–2 years of experience in a medical office, patient access, scheduling, or referral role
• Strong computer skills and ability to navigate electronic medical records
• Excellent organizational, communication, and customer service skills
• Ability to manage multiple tasks, prioritize work, and meet deadlines

Knowledge, Skills & Abilities (KSAs)

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• Attention to detail and accuracy
• Strong time management and problem-solving skills
• Ability to work independently and as part of a team
• Professional, patient-centered approach to service
• Adaptability in a fast-paced clinical environment
• Skilled at incorporating AIDET into customer service/professional practice and ability to work and communicate effectively with patients, families, and others.
• Knowledge of role in patient confidentiality and protecting patient information from unauthorized access, use, or disclosure as defined by HIPAA.
• Ability to demonstrate the knowledge and skills necessary for providing population specific care/assistance.
• Ability to participate in shelter-in-place and disaster response protocols.

Preferred Qualifications

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• Prefer previous customer service experience in a hospital or clinic setting
• Understanding of medical terminology, insurance/referral processes, and medical office procedures.
• Experience working with referral work queues and appointment scheduling systems.

Computer Skills

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Knowledge in Microsoft Office Suite (Word, Excel, Outlook), secure messaging applications, and collaborative tools (e.g.) Microsoft Teams, Google Workspace.m Knowledge of Paycom HRIS system and related computer software necessary for this position i.e. Epic EMR , Scheduling software, multi-line phone systems, etc.

Reasoning & Critical Thinking

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Ability to apply logical problem- solving and decision-making skills in both routine and occasionally complex situations.

Language & Communication Skills

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Ability to read, interpret, and act upon a variety of documents and information sources needed to successfully perform the essential functions of the position. Ability to write routine reports and correspondence. Skilled at communicating information and ideas clearly in both written and verbal formats, adapting tone, style, and messaging for a variety of audiences. Strong communication, customer service, and attention to detail.

Mathematics & Analytical Abilities

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Ability to accurately perform basic mathematical calculations in all units of measure using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, interest, commissions, etc. Verify insurance, copays, and billing information with strong numerical precision.

Standards of Employment

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• Understand and adhere to MMHC’s compliance standards as they appear in MMHC’s Compliance Program and related policies.
• Attend all mandatory education programs and demonstrate proficiency related to general safety and regulatory compliance.
• Attend all department-specific training, and demonstrate proficiency related to safety and job-related hazards.
• Understand and follow MMHC procedures for exposure control / blood borne and airborne pathogens.
• Comply with all relevant MMHC policies, procedures, guidelines, and all other regulatory standards and requirements.
• Attire is neat, clean, appropriate for the work environment and adheres to MMHC policy,
• Wear proper identification while on duty.
• Maintain confidentiality of all hospital and patient information at all times.
• Report to work on time and maintain defined standards for attendance.
• Attend mandatory meetings.
• Able to perform essential job duties that meet job performance expectations and organizational standards while upholding MMHC mission and values.

Physical Demands

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The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must
frequently lift and/or move (push/pull) up to 25 pounds and occasionally lift and/or move up to 35 pounds. Lifting/and or moving of more than 35 pounds shall require the use of an assistive device or team member assist. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Ability to meet physical demands of rural hospital/clinic work, including during emergency situations and/or disaster protocols.

Work Environment

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The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; needles or sharps; the challenges of variable hours, shifting resources, and work situations inherent in CAH/rural settings; Hazards and/or Biohazard Medications; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; risk of electric shock and radiation; bloodborne pathogens and exposed to latex. The noise level in the work environment is usually moderate.