Healthcare Scheduler
Banner Health · Phoenix, AZ
- Hybrid
- Full-time
- $59,800 / year
- Phoenix, AZ
Job highlights
- Schedule, reschedule, and cancel patient appointments.
- Answer patient questions and provide instructions.
- Provide exceptional customer service via phone.
- Navigate multiple complex scheduling systems.
- Work remotely in a high-volume call center.
About the role
Healthcare Scheduler - Patient Contact Center Imaging
Banner Health is at the forefront of healthcare change, dedicated to improving the patient experience. We are seeking motivated and enthusiastic individuals to join our dynamic team of Health Schedulers.
About the Role
In this remote position, you will be responsible for managing patient appointments, including scheduling, rescheduling, and canceling. You will also answer patient questions regarding basic medical information and procedures, provide necessary instructions for examinations, and confirm appointments. Exceptional customer service and communication skills are essential as you interact with patients and navigate multiple scheduling systems simultaneously in a high-volume call center environment.
Key Responsibilities
- Answer inbound calls and manage patient appointments (scheduling, rescheduling, canceling).
- Address patient inquiries about medical questions and procedures.
- Provide patient instructions for examinations and confirm appointments.
- Deliver extraordinary customer service and communicate effectively with patients.
- Work with multiple scheduling systems, navigating through them effortlessly while managing numerous windows.
- Handle back-to-back inbound calls in a high-volume call center setting.
- Assist and cross-train in other scheduling departments as needed.
Qualifications
Minimum Qualifications
- High school diploma/GED or equivalent.
- 1+ year of customer service or related experience in a healthcare setting (medical office/clinic, hospital scheduling, lab, medical transcription, medical assistant, or medical receptionist).
- Demonstrated ability to provide essential customer service in a fast-paced inbound contact center.
- Proficiency in using technology tools to research and respond to customer inquiries via phone, email, or chat.
- Ability to build customer loyalty and provide an easy experience.
- Strong computer and typing skills.
- Excellent interpersonal and communication skills.
- Ability to follow directions and acquire knowledge of company systems.
- Excellent organizational and time management skills.
- Accurate and efficient keyboarding skills.
- Effective teamwork skills and ability to meet deadlines.
Preferred Qualifications
- Experience in an inbound call center or as a scheduler in a practice management environment.
- Knowledge of payor contract terms and processes.
- Familiarity with medical terminology.
Work Environment
- This is a remote position, with work to be performed in a designated area free from distractions.
- Requires a stable internet connection; a hardwired connection is mandatory.
- Full-time shifts vary between 6:00 am - 7:00 pm, Monday through Friday. Occasional Saturday shifts may be required.
- Training is remote, Monday-Friday, 8:00 am - 4:30 pm (equipment provided, cameras required).
- Schedules are not flexible for personal appointments during business hours.
About Banner Health
Banner Health is a leading healthcare organization committed to innovation and excellence. Joining our Corporate team means supporting a nationally recognized leader and finding opportunities in a wide array of disciplines.
Key skills/competency
- Healthcare Scheduling
- Customer Service
- Call Center Operations
- Patient Communication
- Appointment Management
- Electronic Medical Records
- Insurance Verification
- Medical Terminology
- Problem-Solving
- Teamwork
Skills & topics
- Healthcare Scheduler
- Patient Scheduling
- Call Center
- Customer Service
- Remote Work
- Appointment Setting
- Medical Office
- Healthcare Administration
- Banner Health
- Patient Care
How to get hired
- Tailor your resume: Highlight your customer service experience, especially in healthcare settings, and showcase your proficiency with scheduling software and high-volume call centers.
- Emphasize key skills: Focus on your communication abilities, organizational skills, and your capacity to navigate multiple systems efficiently.
- Prepare for the interview: Be ready to discuss your experience handling difficult customer interactions, your problem-solving approach, and your understanding of healthcare protocols.
- Understand the role: Demonstrate your understanding of a remote, high-volume call center environment and your ability to maintain focus and productivity without direct supervision.
Technical preparation
Practice typing speed and accuracy drills.,Familiarize yourself with EMR/scheduling software.,Set up a distraction-free remote workspace.,Ensure reliable, high-speed internet connectivity.
Behavioral questions
Describe a time you handled a difficult patient.,How do you manage multiple tasks simultaneously?,Explain your customer service philosophy.,How do you stay organized in a fast-paced environment?
Frequently asked questions
- What are the primary responsibilities of a Healthcare Scheduler at Banner Health?
- The primary responsibilities include scheduling, rescheduling, and canceling patient appointments, answering patient questions about procedures, providing pre-appointment instructions, and ensuring a positive customer experience through excellent communication and efficient system navigation in a remote, high-volume call center environment.
- Is this Healthcare Scheduler position remote, and are there any location restrictions?
- Yes, this Healthcare Scheduler position is fully remote. You can work from any Banner-approved state. However, you will need a designated, distraction-free workspace with a stable, hardwired internet connection.
- What kind of experience is required for the Healthcare Scheduler role at Banner Health?
- A minimum of one year of customer service or related experience in a healthcare setting is required. This includes experience as a medical office receptionist, scheduler, medical assistant, or similar role. Call center or practice management experience is preferred.
- What technology and skills are crucial for success as a Healthcare Scheduler?
- Success requires strong computer and typing skills, the ability to navigate multiple scheduling systems simultaneously (often viewing 8+ windows), excellent communication and interpersonal skills, good organization, and time management abilities.
- What are the work hours and shift flexibility for the Healthcare Scheduler position?
- Full-time shifts vary between 6:00 am and 7:00 pm, Monday through Friday. Occasional Saturday shifts may be required. Schedules are set to meet business needs and are not flexible for personal appointments during the workday.
- What training is provided for new Healthcare Schedulers at Banner Health?
- Training is conducted remotely from Monday to Friday, 8:00 am to 4:30 pm. Banner Health provides necessary equipment, and cameras are required during training sessions and meetings.
- How is compensation determined for this Healthcare Scheduler role?
- The posted range is an estimate. Actual pay is determined by factors such as relevant work experience, education, certifications, skills, and geographic location, ensuring pay equity with current employees in similar roles.
- What is the expected call volume for a Healthcare Scheduler?
- This is a high-volume call center role, expecting you to handle 50+ inbound calls back-to-back throughout your scheduled shift.