Patient Scheduling & Access Specialist; PSAS-EXT

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.

• 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
• Help ensure established scheduling protocols are consistently followed
• Protect patient confidentiality and comply with HIPAA requirements and practice policies

• 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.

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…