Lead Patient Access Scheduler

The Access Navigation Center (ANC) is an inbound, fast-paced, high-volume center with an average of 6,000 calls per day.  The SAC supports multiple Adult and Pediatric Specialties, which include Cardiology, Dermatology, ENT, Med-Surg, Neuroscience, Oncology, Ophthalmology, Primary Care, Pulmonology, Solid Organ Transplant, Urology, Women’s Health and so many more! As the first point of contact, the SAC provides essential support in connecting patients with the care they need.

As a Lead you will:

• Use technology proficiently to identify and satisfy patient appointment scheduling needs

• Coordinate all aspects of patient scheduling needs according to protocols

• Notifies caller of change in appointment scheduling

• Acquires patient demographic and insurance information for new patients and verifies for returning patients

• Can optimally determine when a conversation needs to be escalated to triage or manager

• Provides pre-appointment instructions to patients at the time of the call

• Responds to, answers and/or advises questions or concerns

• Facilitating daily and weekly huddles & connects with team
• Complete call and registration audits
• Process and address scheduling errors
• First point of contact for Scheduling Team regarding scheduling questions
• Build and facilitate training for new team members
• Make daily adjustments to insure adequate phone coverage as it changes throughout the day.

Required Qualifications

• 1+ Years Customer Service experience in healthcare or professional service industry

• Proven ability to listen effectively, maintain HIPAA-compliant confidentiality, and resolve patient complaints while demonstrating patience and professionalism

• Strong telephone management, organization, and prioritization skills

• Ability to multi-task
• Excellent computer skills

Preferred Qualifications

• Post-Secondary Education
• 2 years of customer service in a healthcare setting

*This position requires a full month of uninterrupted training

Location: At this time, this position will be working remote 

Tentative Hours: Monday - Friday, 8:00am-4:30 pm

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link foradditional information: https://www.fairview.org/careers/benefits/noncontract

An individual's pay rate within the posted range may be determined by various factors, including skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization prioritizes pay equity and considers internal team equity when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.