About the Job:
The Patient Scheduler is responsible for supporting a US-based healthcare client by managing inbound and outbound calls to schedule, reschedule, and cancel patient appointments for imaging services such as CT scans and MRIs. The role involves providing non-clinical assistance, addressing patient inquiries, and ensuring a smooth scheduling experience. This position operates in a BPO environment and requires strong communication skills, attention to detail, and a commitment to maintaining patient confidentiality and data privacy.
What You'll Do:
- Manage high-volume inbound and outbound calls in a timely, professional, and patient-focused manner
- Schedule, reschedule, and confirm patient appointments for imaging services (e.g., CT scan, MRI, X-ray)
- Accurately collect, verify, and update patient demographic and insurance information in the system (EMR/EHR)
- Document all patient interactions, appointment details, and call outcomes in the system
- Provide patients with clear instructions regarding appointment details and preparation requirements
- Review and confirm appointment details with patients prior to call completion
- Identify patient needs, clarify information, and provide appropriate solutions or next steps
- Act as a liaison between patients and healthcare providers or internal departments when necessary
- Escalate complex issues or concerns to appropriate teams or supervisors
- Maintain strict confidentiality of patient, administrative, and financial information in compliance with HIPAA guidelines
- Follow company policies, client protocols, and data security standard
- Meet or exceed key performance metrics including call handling time, quality scores, attendance, and productivity targets
- Support team operations and adapt to shifting schedules, including night shifts, weekends, and holidays as required
What You'll Bring:
- At least 1 year or more of experience in appointment scheduling for imaging or radiology services (e.g., CT scan, MRI)
- Experience supporting US healthcare accounts in a BPO/shared services environment is preferred
- Familiarity with EMR/EHR systems and scheduling workflows
- Experience verifying patient information and insurance details
- Strong communication, problem-solving, and multitasking skills
- Proven ability to manage high call volumes and meet performance metrics
- Solid understanding of patient confidentiality and HIPAA compliance
What we have to offer:
- A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
- A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
- A market competitive total compensation/rewards package including:
- Day 1 HMO
- Competitive pay including incentives and generous allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave some days are convertible to cash
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