Job Description

• Professionally handle a high volume of incoming and outgoing phone calls with patients, providers, and internal departments.
• Schedule, reschedule, and cancel appointments including cardiology follow-up visits, diagnostic testing, and new patient appointments.
• Appropriately assess caller needs and route calls or messages to the correct clinical or administrative team member.
• Provide patients with accurate appointment details, preparation instructions, and next steps when applicable.
• Use sound judgment and professionalism when addressing a wide variety of patient inquiries and scheduling scenarios.

Referral & Appointment Coordination

• Review incoming referrals promptly and accurately.
• Coordinate timely scheduling of referred patients based on urgency, provider availability, and department protocols.
• Ensure all necessary records, authorizations, and supporting documentation are obtained prior to scheduling when required.
• Maintain provider templates and scheduling accuracy to optimize access and workflow efficiency.

Communication & Task Management

• Timely review, prioritize, address, and complete incoming and outgoing tasks via email, Microsoft Teams, and other internal communication tools.
• Timely review, prioritize, and complete work queues, messages, and tasks within Epic.
• Collaborate with providers, nurses, leadership, and coworkers to resolve scheduling issues and patient concerns efficiently.
• Communicate clearly and professionally in both written and verbal formats.

Registration & Data Accuracy

• Accurately enter, update, and verify patient demographic, insurance, and contact information.
• Ensure documentation entered into Epic is complete, accurate, and compliant with organizational standards.
• Protect patient confidentiality and adhere to HIPAA/privacy requirements at all times.

Operational Support

• Assist with coverage needs, scheduling adjustments, and workflow changes as needed.
• Identify opportunities for process improvement and communicate concerns proactively to leadership.
• Support team goals by maintaining productivity, quality, and service standards.

Qualifications

• High school diploma or equivalent required.
• Previous healthcare scheduling, medical office, call center, or customer service experience preferred.
• Experience with Epic or similar electronic medical record system preferred.
• Knowledge of insurance verification, referrals, and prior authorization processes preferred.

Core Competencies / Traits for Success

• Reliability: Consistently dependable with strong attendance and punctuality.
• Effective Communication: Professional, courteous, and clear verbal and written communication skills.
• Team Player: Works collaboratively and supports coworkers to achieve shared goals.
• Adaptability: Able to adjust quickly to changing priorities, workflows, and patient needs.
• Problem-Solving Skills: Uses critical thinking and sound judgment to resolve issues efficiently.
• Accountability: Takes ownership of responsibilities, follows through, and meets expectations.
• Detail-Oriented: Maintains a high level of accuracy in scheduling and data entry.
• Multitasking Ability: Effectively manages multiple tasks and priorities in a fast-paced environment.
• Customer Service Focused: Committed to providing a positive patient and provider experience.

Work Environment

This position functions in a fast-paced outpatient healthcare setting requiring prolonged computer use, frequent phone communication, and continuous interaction with patients and staff. Ability to remain professional and productive under pressure is essential.

Job Requirements

Applicable Experience:

Job Details

The best place to get care. The best place to give care. Saint Luke's 12,000 employees strive toward that vision every day. Our employees are proud to work for the only faith-based, nonprofit, locally owned health system in Kansas City. Joining Saint Luke's means joining a team of exceptional professionals who strive for excellence in patient care. Do the best work of your career within a highly diverse and inclusive workspace where all voices matter.

Join the Kansas City region's premiere provider of health services. Equal Opportunity Employer.