Patient Scheduler

Essential Job Functions

• Coordinate, schedule, reschedule, cancel, and follow-up on patient appointments within a site or across multiple sites.
• Answer incoming calls and respond to patient inquiries regarding appointments, office hours, and general scheduling questions.
• Verify patient insurance information and confirm eligibility prior to appointments.
• Enter and update patient demographic and insurance data accurately in the EMR/practice management system.
• Send appointment reminders via phone, text, or email.
• Coordinate referrals and follow-up appointments with specialists as needed.
• Manage waitlists and fill last-minute cancellations to optimize provider schedules.
• Communicate with patient care and front desk staff as well as other clinical staff regarding scheduling conflicts, urgent add-ons, or provider availability changes.
• Meet all deadlines established by Flourish Research SOPs, policies, and procedures.
• Represent Flourish Research in a professional and courteous manner during all interactions.
• Maintain confidentiality of information and issues relating to patients, study participants, protocol, and/or contracted entities.
• Comply with HIPAA, GCP, and clinic policies.
• Assist with other front-office, administrative, and operational duties as needed, including cross-functional coverage of front desk duties as required.
• Additional duties as assigned or required by management.

Physical Requirements and/or Environmental Factors

• Work is normally performed in a typical interior/office work environment.
• Occasional local travel may be required.
• Daily computer use.
• Ability to properly lift 10 pounds and occasionally more than 10 pounds.
• Frequent contact with patients, physicians, and other center staff.
• Ability to work in an environment which at times may be stressful, including frequent interactions with others, interruptions, multiple calls and inquiries, and potentially emotional situations.
• Manual dexterity to operate a computer, telephone, copier, fax, and other such office equipment as necessary.
• Occasional overtime work as needed.

Minimum Requirements

Education: High school diploma or equivalent required; some college coursework preferred.

Experience: 1+ years of experience in medical scheduling, front-office healthcare administration, or a related customer service role. Experience working in a multi-provider or high-volume clinic preferred.

Knowledge and Skills

• Familiarity with electronic medical records (EMR) and practice management software strongly preferred.
• Strong understanding of medical terminology and insurance verification processes preferred.
• Prior experience with insurance authorizations and referrals.
• Excellent verbal and written communication skills.
• Ability to collaborate and align with both internal and external stakeholders.
• Excellent customer service skills for both inter and intra department.
• Demonstrates professionalism, confidentiality, and sound decision-making.
• Ability to manage high volume calls, messages, call routing, and follow-up communications.
• Ability to maintain records and documentation in an accurate and timely manner.
• Ability to communicate effectively with patients to provide clear and thorough instructions, answer questions, and complete required processes.
• Excellent computer skills to include Office365 products.
• Ability to learn and demonstrate compliance with company policies and procedures.
• Strong organizational skills and ability to multitask in a fast-paced environment.
• Ability to work both independently and in a team environment.
• Consistently demonstrate Flourish Research's core values.