Communication Skills, Computer Skills, Continuous Improvement, Customer Experience, Customer Service Management, Customer Support/Service, Dental Insurance, Detail Oriented, Documentation, Epic MyChart, Epic Systems, Establish Priorities, Healthcare, Hospital, Insurance, Life Insurance, Medical Office Administration, Medical Records, Medical Terminology, Medical Tests, Medical Treatment, Messaging Middleware, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Multitasking, Patient Care, Patient Charts, Plan Meetings, Psychiatry and Mental Health, Public/Media/Press/Analyst Relations, Safety Process, Schedule Development, Support Documentation, Time Management, Vision Plan
Job Overview
The Complex Scheduler is responsible for coordinating and scheduling a variety of services including appointments, imaging, labs, procedures, surgeries, and treatments. This role partners closely with providers, clinic teams, and external organizations to ensure all services are appropriately timed, sequenced, and completed to support high-quality patient care.
Why This Role Matters
This role plays a critical part in ensuring patients receive timely, coordinated care. By managing complex scheduling needs and partnering across teams, the Complex Scheduler helps create a seamless care experience for patients and providers.
Responsibilities
Care Coordination & Scheduling
- Serve as a single point of contact for coordinating appointments, procedures, labs, imaging, and treatments
- Schedule, reschedule, and manage appointments through work queues, messages, and scheduling systems
- Ensure services are properly prioritized and sequenced to support effective patient care
- Prepare and maintain provider schedules across multiple locations, including clinics, hospitals, and procedure centers
- Communicate schedule updates and changes to providers and care teams
Pre- and Post-Appointment Support
- Provide patients and caregivers with timely updates and clear instructions related to scheduled services
- Navigate complex scheduling protocols, tools, and workflows to ensure accurate coordination
- Identify and proactively address potential barriers to care (e.g., insurance issues, missing documentation, adherence concerns)
- Monitor multiple priorities simultaneously while maintaining strong attention to detail and a positive experience
Patient & Customer Experience
- Deliver exceptional customer service to patients, caregivers, providers, and internal teams
- Answer questions related to appointments, procedures, and testing
- Ensure patients complete required labs, imaging, or follow-ups prior to visits
- Partner with patients and care teams to resolve concerns or scheduling issues
- Communicate professionally and respectfully with all stakeholders, including external organizations
Care Team & Workflow Coordination
- Collaborate with providers and care teams to ensure all required documentation (e.g., medical records, test results) is available at the time of care
- Ensure prior authorizations are completed when required
- Follow established workflows and standard processes to support safety and reliability
- Communicate updates, changes, and critical information to appropriate departments
Epic In-Basket & Communication Management
- Monitor and respond to patient messages in Epic and MyChart
- Gather and document information to support communication between patients and care teams
- Ensure messages are addressed within established timeframes and escalate urgent issues as needed
- Review patient charts to support accurate and informed communication
Organizational Expectations
- Provide culturally responsive support that reflects the diverse populations served
- Engage patients and caregivers in care coordination and decision-making
- Maintain a safe, secure, and patient-centered environment
- Complete all required training and comply with policies, procedures, and regulations
- Contribute to a culture of continuous improvement and innovation
- Perform other duties as assigned
Required Qualifications
- 2 years experience, in a healthcare setting/practice
- Completing scheduling and registration of appointments
- Templating schedules in Epic
- Providing administrative medical support
- Utilizing basic medical terminology
- Practicing good public relations, customer service, time management, prioritization, and patient communication skills.
Preferred Qualifications
- Healthcare or business-related degree
- 3 years experience working in a healthcare setting utilizing Epic Health Records
- Telephonic customer experience
- Proficient use of computer keyboarding and Microsoft office tools (Word, Excel, Outlook, Teams)
Location: West Building 2312 S 6th St., Minneapolis, MN, 55454 (Hyrbid)
Hours: Monday, Tuesday, Thursday, 0.5 FTE 40 hours per two week
Monday/Tuesday, 8:30am-5:00pm
Thursday 10:00am-2:00pm
Benefit Overview
Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link foradditional information: https://www.fairview.org/careers/benefits/noncontract
Compensation Disclaimer
An individual's pay rate within the posted range may be determined by various factors, including skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization prioritizes pay equity and considers internal team equity when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.
EEO Statement
EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status