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
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
- 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
- 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
- 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
each patient/family who calls for an appointment while providing the
highest level of personalized customer service
a sense of care for the patient through active listening and excellent
communication and closure skills.
be able to review medical necessity for services and determine financial
pre-appointment clinical preparation requirements such as fasting and
patient education about third party coverage and liabilities; communicate
possible payment options. Collect, post, and balance co-pays,
deductibles and other patient payments.
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
- Functions as an integrated team member and works
collaboratively with other staff and providers across the system to improve
patient experience and department efficiency.
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.)
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.
School diploma or GED required. Degree or progress towards degree preferred.
Completion of medical terminology coursework preferred.
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.
be detail-oriented and organized, with good analytical and problem solving
client service, communication and relationship building skills required.
to function independently and as a team player in a fast-paced environment
have strong written and verbal communication skills.