Scheduling Specialist - Highlawn

Job Summary:

The Referral Scheduling Specialist is responsible for coordinating and scheduling specialty referrals, diagnostic testing, and ancillary services for patients. This position serves as a liaison between patients, providers, specialists, hospitals, and insurance companies to ensure timely access to care while supporting the organization's commitment to providing high-quality, patient-centered, and coordinated healthcare.

The Referral Scheduling Specialist works collaboratively with providers, clinical staff, registration staff, and external healthcare organizations to facilitate closed-loop referral management and ensure compliance with HRSA, payer, and organizational requirements.

Essential Duties and Responsibilities:

• Schedule specialty appointments, diagnostic procedures, imaging, therapy services, and other referred services.
• Contact patients to coordinate appointment dates, times, and locations.
• Schedule referrals according to organizational priority guidelines (STAT, Urgent, Routine).
• Ensure appointments are scheduled within established turnaround times.
• Maintain accurate documentation of all scheduling activities in Epic.

Referral Coordination

• Receive and review scheduling requests for completeness.
• Verify all required clinical documentation accompanies referrals.
• Coordinate with specialty offices regarding referral requirements.
• Assist patients with questions regarding referral appointments and next steps.
• Educate patients regarding:

• Appointment details
• Preparation instructions
• Required documentation
• Insurance requirements
• Transportation resources when appropriate

• Document all patient communication in Epic

Insurance and Authorization Collaboration

• Verify whether prior authorization is required before scheduling when applicable.
• Collaborate with Authorization Specialists to ensure approvals are obtained prior to services.
• Communicate authorization status to specialty offices and patients as needed.
• Monitor assigned Scheduling work queues.
• Ensure referrals are progressing through the scheduling process.
• Escalate barriers that may delay patient care.
• Follow organizational referral policies.

Care Coordination

• Collaborate with:

• Providers
• Clinical Support Staff
• Front Office staff
• Authorization Specialists
• Outside specialty offices

• Promote continuity of patient care across the healthcare system.

Documentation

• Document scheduling attempts and outcomes.
• Record patient contact attempts.
• Maintain accurate appointment information.
• Scan or upload scheduling documentation when required.
• Update referral status accurately within the EHR.

Customer Service

• Provide exceptional customer service to patients and external partners.
• Demonstrate professionalism during all patient interactions.

Quality Expectations

• Meet established scheduling productivity standards.
• Meet turnaround time expectations for referral scheduling.
• Maintain high documentation accuracy.
• Demonstrate strong customer service skills.
• Support organizational quality improvement initiatives.
• Participate in workflow improvement activities.

Other

• Maintain compliance with all HIPAA and privacy standards
• Maintain compliance with all company policies and procedures
• Other duties as assigned.

Education and/or Work Experience Requirements:

• High School Diploma or GED required.
• Minimum of one year of healthcare scheduling or medical office experience preferred.
• Referral scheduling experience preferred.
• Experience in an FQHC or primary care setting preferred.
• Experience using an Electronic Health Record (Epic preferred).
• Knowledge of medical terminology, insurance plans, and referral processes.
• Strong organizational skills with the ability to manage multiple priorities.
• Excellent customer service skills.
• Strong verbal and written communication.
• Ability to work independently and within a team.
• Attention to detail.
• Time management skills.
• Problem-solving abilities.
• Basic computer proficiency including Microsoft Office applications.