Associate Customer Appointment Specialist - Central and Radiology Scheduling

  • University Hospitals
  • Cleveland
  • Aug 01, 2020
Education Medical Imaging

Job Description


Radiology Scheduling Shifts: 8-hour shifts, variable hours between Mon-Fri 7:00am-7:00pm

Central Scheduling Shifts: Monday-Friday 12:30pm-9:00pm   OR   

10:00am-6:30pm, including one weekend day 8:30am-5:00pm

The Associate Customer Appointment Specialist works in a call center environment, where most of the work is done by phone and computer with customers.  The expectations of the  is to assist customers in an accurate and timely manner with all of their scheduling and call needs, as well as to identify additional services that the customer may need above and beyond what they may have requested.  Associate Customer Appointment Specialists typically receive (inbound) and/or make (outbound) 75 – 100 calls per day, and are expected to appropriately book 90% or more of the calls they handle for services.

  • The Associate Customer Appointment Specialist  is  an integral member of the UH Patient Access Services Team serving as an ambassador (diplomat) for the UH enterprise, promoting services and expediting appointment, support and other needs on behalf of the patient /family and provider. 
  • Manages complex appointment scheduling events linking primary care, consults and ancillary services.  The outcomes of their expertise and ability to deliver single call solution for each interaction will demonstrate  seamless access and communication, resulting in satisfied  customers 
  • Influences the patient’s impression and experience through every step of the patient’s encounter, beginning with the scheduling services, verifying patient, insurance, demographic and registration information. 
  • The greatest value that the Associate Customer Appointment Specialist brings to the patient is to provide efficient, effective service in warm and friendly manner.
  •  Responsible for collecting timely, complete and accurate data to ensure patient safety, appropriateness of the service and provider as well as to ensure that expected reimbursement is collected for services rendered. 
Essential Duties:  
  • Assist each patient/family who calls for an appointment while providing the highest level of personalized customer service
  • Creates a sense of care for the patient through active listening and excellent communication and closure skills.
  • Must be able to review medical necessity for services and determine financial responsibility,
  • Explains pre-appointment clinical preparation requirements such as fasting and fluid consumption.
  • Provides patient education about third party coverage and liabilities; communicate possible payment options.  Collect, post, and balance co-pays, deductibles and other patient payments.
  • Handles and manage a wide variety of patient inquiries regarding physicians, services and logistics to ensure access to care with maximum throughput and minimal delay
  • Maintains up-to-date knowledge of computer systems, insurance/government regulations and UH/PAS policies/procedures used within the department
  •  Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency.

(This role encounters Protected Health Information (PHI) as part of regular responsibilities.  UH employees must abide by all requirements to safely and securely maintain PHI for our patients.  Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.) 


  • Minimum 1 year of experience in call center, patient registration, scheduling, office, banking, customer service, sales or related field using computers required. A bachelor’s degree will be accepted in lieu of 1 year of work experience.
  • High School diploma or GED required. Degree or progress towards degree preferred. Completion of medical terminology coursework preferred.
  • Demonstrated ability to use PCs, Microsoft Office suite, and general office equipment (i.e. printers, copy machine, multi-line phone, etc.) required.  Experience using clinical computer systems preferred. 
  • Must be detail-oriented and organized, with good analytical and problem solving ability. 
  • Notable client service, communication and relationship building skills required. 
  • Ability to function independently and as a team player in a fast-paced environment required.
  • Must have strong written and verbal communication skills. 
  • Professional demeanor required.