Banner Health
Healthcare Scheduler
Summary
Banner Health is a nationally-recognized healthcare organization seeking a Healthcare Scheduler to support system-wide patient access and appointment coordination. The role handles high-volume inbound communications and schedules tests, procedures, and visits while ensuring patients receive accurate instructions, coverage details, and an empathetic experience.
This is a remote, full-time call center position focused on coordinating scheduling resources, insurance/authorization requirements, and patient documentation to ensure smooth points of service.
What you'll do
Answer high-volume inbound calls (50+ per day) and coordinate scheduling, rescheduling, and cancelations for patient appointments.
Schedule appointments, tests, and procedures using multiple electronic medical record (EMR) and scheduling systems while following established protocols.
Coordinate with patients, providers, facilities, ancillary staff, and payers to align facility resources, referrals, and authorizations.
Collect and document patient demographics, insurance details, and pertinent medical information during intake/registration.
Provide pre- and post-test instructions, appointment locations, directions, and answers to basic questions within guidelines; escalate clinical questions when appropriate.
Set payment expectations and, where applicable, provide estimated payment details and collect pre-payments to avoid point-of-service surprises.
Manage orders and documentation by soliciting, labeling, scanning, storing, and validating documents in document imaging systems prior to appointments.
Communicate with patients and internal teams via phone, chat, email, and EMR messaging to deliver a solution-oriented customer experience.
Support inbound/outbound communications across facilities and collaborate with departments to provide accurate managed care information.
Cross-train and assist other scheduling departments as needed.
Requirements
High school diploma/GED or equivalent working knowledge.
1+ year of customer service or related experience in a healthcare setting (e.g., medical office/clinic or hospital scheduling) or equivalent medical experience (e.g., lab, medical transcription, medical assistant, receptionist).
Ability to work in a fast-paced inbound contact center environment while maintaining professionalism and service orientation.
Strong computer proficiency, accurate and efficient typing/keyboard skills, and ability to use technology tools to research and respond via phone, email, and chat/IM.
Excellent interpersonal, written, and verbal communication skills; ability to follow oral and written directions.
Strong organizational and time management skills; ability to meet productivity standards and deadlines; teamwork skills.
Comfort navigating multiple scheduling systems simultaneously and staying organized while viewing 8+ windows at a time.
Remote-work readiness including a designated distraction-free workspace, reliable internet, and ability to use a hardwired internet connection.
Ability to attend all training sessions; camera required for trainings and meetings.
Preferred: inbound call center experience and/or practice management scheduling experience; familiarity with medical terminology; knowledge of payor contract terms and processes.
Conditions
Work shift: Day.
Remote position; may work in any Banner-approved states.
Full-time schedule varies between 6:00am–7:00pm Monday–Friday based on department needs; a Saturday 5-hour shift (8:00am–1:00pm) may be required for some departments.
Training is remote Monday–Friday 8:00am–4:30pm (may change based on department needs); equipment provided; camera required for trainings and meetings.
Shifts are not flexible to accommodate personal appointments; must work scheduled hours due to call center business needs.
High-volume call center environment with back-to-back calls.