Patient Scheduling & Access Specialist; PSAS-EXT

Job Summary Birmingham OB/Gyn is seeking a motivated, organized, and technology-comfortable

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

• 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

• 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