Birmingham OB/Gyn is seeking a motivated, organized, and technology-comfortable Patient Scheduling & Access Specialist to join the team.
This role combines patient scheduling and customer service with an additional focus on improving how patients access the practice, including the use of AI-assisted scheduling technology.
The practice uses technology to handle many routine scheduling interactions so the team can focus on patients and situations that benefit from personal attention, problem-solving, and human judgment.
The position is designed for someone who enjoys helping people, communicates well, learns technology quickly, and is interested in improving scheduling experiences for both patients and staff.
Primary responsibilities
- Schedule, reschedule, and cancel patient appointments
- Assist patients with scheduling questions and complex appointment needs
- Gather information needed to determine the appropriate appointment type
- Provide patients with appointment information and instructions
- Enter and update patient demographic and scheduling information accurately
- Communicate with physicians, nurses, and other staff when scheduling questions require additional guidance
- Help manage appointment availability and scheduling workflows
- Route clinical questions and messages to the appropriate staff
- Maintain accurate documentation within the electronic health record
- Provide professional, compassionate service throughout the scheduling process
- Work with the AI scheduling platform to support an efficient patient scheduling experience
- Manage scheduling situations transferred or escalated from the AI scheduling agent
- Identify recurring patient questions or scheduling situations that could be handled more effectively
- Provide feedback on opportunities to improve scheduling processes and AI-assisted scheduling technology
- Assist with testing and evaluating changes to scheduling workflows and processes
- Help ensure scheduling protocols and information used by staff and technology remain accurate and effective
- Identify situations where human judgment or additional assistance is appropriate
- Identify recurring scheduling issues or sources of patient frustration
- Help develop more efficient patient access and scheduling workflows
- Look for opportunities to improve the way technology and staff work together
- Communicate recurring scheduling problems or opportunities for improvement
- Help ensure established scheduling protocols are consistently followed
- Protect patient confidentiality and comply with HIPAA requirements and practice policies
Qualifications
- High school diploma or equivalent required
- Previous medical scheduling, patient access, medical office, call center, customer service, or other healthcare experience preferred
- Excellent customer service and interpersonal skills
- Strong verbal communication and listening skills
- Strong computer skills and comfort learning new technology
- Strong attention to detail and organizational skills
- Ability to manage multiple responsibilities efficiently
- Comfortable learning and applying scheduling protocols and medical terminology
- Good problem-solving skills
- Ability to recognize situations requiring additional assistance or escalation
- Interest in using technology and process improvement to create a better patient experience
- Dependable, adaptable, and able to work effectively independently and as part of a team
Previous medical appointment scheduling experience is helpful but not required. The employer is particularly interested in candidates who demonstrate excellent customer service, strong communication skills, comfort with technology, curiosity, and a willingness to learn.
Location
Alabama, US
Employment Type
Full-time
Experience Level
Entry Level
Remote work allowed
No
Posted
3 weeks ago