Patient Scheduling & Access Specialist (PSAS-EXT)

Job Summary

Birmingham OB/Gyn is seeking a motivated, organized, and technology-comfortable Patient Scheduling & Access Specialist to join our team.

This position combines patient scheduling and customer service with an important additional responsibility: helping Birmingham OB/Gyn continually improve how patients access our practice, including how we use AI-assisted scheduling technology.

Our practice uses technology to handle many routine scheduling interactions, allowing our team to focus on patients and situations that benefit from personal attention, problem-solving, and human judgment.

The ideal candidate enjoys helping people, communicates well, learns technology quickly, and is interested in finding better ways to make scheduling easier for both patients and staff.

Primary Responsibilities

Patient Scheduling & Access

• Schedule, reschedule, and cancel patient appointments
• Assist patients with scheduling questions and more complex appointment needs
• Gather the information necessary to determine the appropriate appointment type
• Provide patients with appointment information and instructions
• Enter and update patient demographic and scheduling information accurately
• Communicate with physicians, nurses, and other staff when scheduling questions require additional guidance
• Help manage appointment availability and scheduling workflows
• Route clinical questions and messages to the appropriate staff
• Maintain accurate documentation within the electronic health record
• Provide professional, compassionate service to patients throughout the scheduling process

AI-Assisted Scheduling & Technology

• Work alongside our AI scheduling platform to provide an efficient and responsive patient scheduling experience
• Manage scheduling situations transferred or escalated from the AI scheduling agent when human assistance is needed
• Identify recurring patient questions or scheduling situations that could potentially be handled more effectively
• Provide feedback about opportunities to improve scheduling processes and the use of AI-assisted scheduling technology
• Assist with testing and evaluating changes to scheduling workflows and processes
• Help ensure scheduling protocols and information used by our staff and technology remain accurate and effective
• Identify situations where human judgment or additional assistance is appropriate

Process Improvement

• Identify recurring scheduling issues or sources of patient frustration
• Help develop more efficient patient access and scheduling workflows
• Look for opportunities to improve the way technology and staff work together
• Communicate recurring scheduling problems or opportunities for improvement
• Help ensure established scheduling protocols are consistently followed
• Protect patient confidentiality and comply with HIPAA requirements and practice policies

Qualifications

• High school diploma or equivalent required
• Previous medical scheduling, patient access, medical office, call center, customer service, or other healthcare experience preferred
• Excellent customer service and interpersonal skills
• Strong verbal communication and listening skills
• Strong computer skills and comfort learning new technology
• Strong attention to detail and organizational skills
• Ability to manage multiple responsibilities efficiently
• Comfortable learning and applying scheduling protocols and medical terminology
• Good problem-solving skills
• Ability to recognize situations requiring additional assistance or escalation
• Interest in using technology and process improvement to create a better patient experience
• Dependable, adaptable, and able to work effectively independently and as part of a team

Previous medical appointment scheduling experience is helpful but not required. We are particularly interested in candidates who demonstrate excellent customer service, strong communication skills, comfort with technology, curiosity, and a willingness to learn.

What We're Looking For

Our Patient Scheduling & Access Specialist does more than simply put appointments on a calendar.

We are looking for someone who wants to help us improve how patients access Birmingham OB/Gyn.

The successful candidate will be patient, personable, accurate, dependable, technologically comfortable, and a strong listener and problem-solver.

This person should be comfortable working in an environment where people and technology work together. Technology can help handle routine scheduling interactions, while our team provides personal attention and human judgment when patients have questions or more complex needs.

We especially value someone who notices when something isn't working as well as it could and asks:

"Is there a better way for us to do this?"

If you enjoy helping people, learning new technology, solving problems, and improving the patient experience, we encourage you to apply.

Why This Opportunity Is Different

Patient access is changing as technology creates new ways for patients to interact with healthcare practices.

Birmingham OB/Gyn is investing in technology designed to make it easier for patients to reach us and manage their appointments while allowing our employees to focus more of their attention on situations where their knowledge, judgment, and personal interaction provide the greatest value.

Rather than being limited to traditional telephone scheduling, this position provides an opportunity to develop experience in:

• Patient access and scheduling operations
• AI-assisted healthcare workflows
• Electronic health record systems
• Healthcare technology
• Customer service
• Workflow optimization
• Process improvement

Most importantly, this position plays a direct role in making it easier for patients to access the care they need at Birmingham OB/Gyn.