Remote Patient Appointment Scheduler – Healthcare Call Center

About the Company

Baylor Scott & White Health is the largest not-for-profit health system in the state of Texas. With a commitment to improving health and well-being for all, we deliver comprehensive, integrated care through a network of hospitals, clinics, and health plans. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research.

Job Description

Baylor Scott & White Health is seeking a dedicated and organized Remote Patient Appointment Scheduler to join our dynamic healthcare call center team. This is a 100% remote position, offering the flexibility to work from home while making a significant impact on patient care. As a crucial first point of contact, you will be responsible for providing exceptional service to our patients by efficiently scheduling, rescheduling, and canceling appointments for various medical services across our extensive network. You will navigate multiple systems to ensure accurate appointment details, verify patient information, and maintain strict confidentiality. This role requires excellent communication skills, a strong customer service orientation, and the ability to work independently in a fast-paced virtual environment.

Key Responsibilities

• Manage inbound and outbound calls to schedule, reschedule, and cancel patient appointments accurately and efficiently.
• Verify patient demographics, insurance information, and appointment details, updating records as necessary.
• Provide patients with clear instructions regarding appointments, including necessary preparations and required documents.
• Utilize scheduling software and electronic health records (EHR) systems to maintain precise appointment calendars.
• Address patient inquiries and concerns with professionalism and empathy, escalating complex issues to appropriate clinical staff when needed.
• Maintain strict patient confidentiality and adhere to all HIPAA regulations.
• Collaborate with healthcare providers and other staff to ensure seamless patient care coordination.
• Meet established performance metrics for call volume, accuracy, and patient satisfaction.
• Participate in ongoing training and development opportunities to stay current with healthcare protocols and system updates.

Required Skills

• Excellent verbal and written communication skills.
• Proficiency in computer navigation and ability to learn new software quickly.
• Strong customer service skills with a patient-first approach.
• Exceptional attention to detail and organizational abilities.
• Ability to work independently and manage time effectively in a remote setting.
• Problem-solving skills and a proactive attitude.
• High school diploma or equivalent.

Preferred Qualifications

• Minimum 6 months of experience in a healthcare call center or similar customer service role.
• Familiarity with medical terminology and healthcare scheduling processes.
• Experience with Epic or other electronic health record (EHR) systems.
• Bilingual proficiency (English/Spanish) is a plus.

Perks & Benefits

• Comprehensive health, dental, and vision insurance plans.
• Paid time off (PTO) and paid holidays.
• 401(k) retirement plan with company matching.
• Career development and internal growth opportunities.
• Employee assistance program (EAP).
• Remote work flexibility and a supportive team environment.
• Access to wellness programs and resources.

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