Ambulatory Access Center Representative, Referral Scheduling, Full Time, First Shift

Job description

UC Health is hiring Ambulatory Access Center Representatives for Ambulatory Referral Scheduling
The Outbound Referral Scheduler provides scheduling support for UC Health ambulatory patients who have been referred for care. The Outbound Referral Scheduler proactively contacts patients to coordinate and schedule appointments for identified UC Health ambulatory departments, while providing a positive and professional patient experience.
The Outbound Referral Scheduler reviews assigned referrals, completes outbound patient outreach, identifies appropriate appointment options based on established scheduling guidelines, and accurately documents outreach attempts and scheduling outcomes. The Outbound Referral Scheduler supports timely access to care by helping move referrals through the scheduling process and identifying barriers that may require additional review or escalation.
About UC Health
UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching—a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.
• Initiates outbound calls to patients with referrals requiring appointment scheduling.
• Reviews referral information to determine scheduling needs and appropriate next steps.
• Schedules appointments according to established provider, department, and scheduling guidelines.
• Provides patients with clear information regarding appointment date, time, location, and applicable scheduling instructions.
• Completes and documents required patient outreach attempts in accordance with established workflows.
• Accurately updates referral and scheduling information to reflect patient contact and appointment outcomes.
• Identifies incomplete information, scheduling barriers, or referrals requiring additional assistance and routes or escalates them appropriately.
• Uses available scheduling resources to identify appointment options and support timely patient access.
• Provides professional, courteous, and patient-centered service during each interaction.
• Maintains patient confidentiality and follows established organizational and departmental procedures.
• Meets established expectations for quality, productivity, attendance, and schedule adherence.
• Collaborates with Access Center teams, ambulatory departments, and other appropriate resources to support referral scheduling and resolution.
• Education: High school diploma or GED required.
• Experience: No experience is required. 0-6 months is preferred in customer service, call center, scheduling, healthcare, or another service focused environment.

Preferred Qualifications
• Previous healthcare scheduling, patient access, referral management, or medical office experience.
• Experience working in a centralized contact or Access Center environment.
• Familiarity with electronic health records and patient scheduling systems.
• Knowledge of medical terminology and ambulatory scheduling workflows.

Required Skills and Knowledge
• Excellent customer service skills and attitude.
• Ability to work under pressure in a fast-paced Call Center environment.
• Knowledge of medical terminology.
• Excellent attention to detail.
• Excellent written and oral communication skills.
• Strong interpersonal skills with the ability to communicate effectively with patients.
• Ability to navigate multiple computer applications and scheduling resources.
• Ability to accurately schedule appointments according to established guidelines.
• Ability to manage assigned referral work and prioritize outbound scheduling activities.
• Strong organizational and time-management skills.
• Ability to accurately document patient outreach, scheduling activity, and referral outcomes.
• Ability to identify barriers or exceptions and follow established escalation processes.
• Ability to work independently while contributing effectively within a team environment.

Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!
At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.
As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors. UC Health is an EEO employer.