Remote Bilingual Medical Scheduling Specialist - Patient Access Center

Bilingual Scheduling Specialist

The Bilingual Scheduling Specialist is responsible for supporting scheduling functions across assigned hospitals, clinics, or centralized patient access centers and will be the first point of contact for patients. This focuses on 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 ensures communications and appointments are accurate, timely, and compliant with organizational policies while fostering effective communication with clinicians, patients, and leadership. The ideal candidate will be bilingual in English and Spanish.

Essential Functions

• 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 route communications to the appropriate staff via the EMR.
• Verifies patient demographics and insurance information, ensuring compliance with applicable requirements.
• Research patient requests within the medical record, provide necessary information, and resolve 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.
• Bilingual in English and Spanish
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

Knowledge, Skills and Abilities