Customer Service - Baystate Health

Req#: R29241
Category(s): Administrative Support, Customer Service
Full Time / Part Time: Full-Time
Shift: First


The Scheduling Coordinator, under the supervision of a Pharmacy Manager and/or Pharmacy Supervisor, performs services in a designated area according to the department and hospital's policies, procedures, philosophy, and objectives. Work cooperatively within the department and other services to create a quality health care system. Provides personalized attention to every patient.

The Scheduling Coordinator ensures that the referring provider office and the patient receiving treatment have a smooth experience when requiring infusion services at any Baystate Health location. When a provider refers their patient to Baystate for a medication infusion, the Scheduling Coordinator is the main point of contact for the patient, communicating with them through each step in the process from insurance prior authorization, appointment scheduling/rescheduling all the way up to arriving for their appointment. In addition, the Scheduler Coordinator helps to set the appointment expectations and ensures the patient is provided with any pharmacy education or consultative services they require.

The Scheduling Coordinator is an expert communicator with people from all backgrounds and enjoys cultivating patient relationships. Serving as a liaison between the clinical service line, patient, and provider office, the Scheduling Coordinator must have great attention to detail, excellent problem-solving skills, and a professional demeanor.

In addition, the Scheduling Coordinator provides general administrative support to the pharmacy's back-office operations, including (but not limited to) phone calls related to patients' medication deliveries, creating standard templates/forms, and general assistance with filing (physical and electronic) and organization.

Job Requirements:

1) Responds to provider office, patient and clinical service line staff needs in a prompt, professional, sensitive, and courteous manner to ensure appropriate and timely access to care for patients.

2) Engages directly with patients daily (over the phone and written) to support timely, appropriate appointment scheduling. Provides personalized attention through the continuum of services.

3) Coordinates the infusion service line scheduling of medication infusions to ensure

4) Work directly with provider office staff or patients to obtain or verify clinical, demographic, and/or financial information. 

5) Navigate scheduling systems, electronic medical records, and pharmacy-specific programs as needed for required information verification.

6) Works independently and troubleshoots complex and challenging to resolve problems, using a high level of judgment and knowledge of health system processes and functions. Works closely with provider office staff and health system teams (clinical and non-clinical) in solving problems. Uses judgment regarding issues and escalates concerns to Manager and/or Supervisor.

7) Provides accurate documentation following all established processes and protocols. Utilizes Baystate clinical and administrative computer programs to access and deliver needed patient and provider information and for communications with medical practices.

8) Provides feedback and suggest solutions when identifying opportunities to improve patient care access.

9) Proficient in locating and interpreting prior authorizations and appropriately escalating to prior authorization team when necessary

10) Participate in denial investigations and provide necessary information when needed.

11) Proactively looks ahead to identify problems or concerns and escalates as necessary.

12) Arrange delivery for patient-owned medications ahead of patient-scheduled appointments 

13) Ensure all required documentation is collected before the appointment schedule. The required documentation should be in good order and saved in the appropriate location. Follow up with the provider's office as necessary.

Minimally Required Experience:

Demonstrated understanding of clinical diagnoses and what provider services are needed, medical terminology, and managed care/insurance verification.

Strong oral, written, and interpersonal communication skills.

Proficient in Microsoft Office (Outlook, Word, Excel) and comfortable using various computer databases and applications (CIS, Centricity, etc.).

Preferred Experience:

Familiar with insurance and prior authorization terminology.

Prior experience in a medical or healthcare setting (office or clinical)

Booking appointments in Centricity Business.

Using CIS pools/navigating patient records in CIS.


Bi-Lingual (English and Spanish speaking) is preferred.

Service-oriented demeanor and personality with the ability to defuse and resolve conflicts respectfully.

Comfortable working with clinical staff, medical professionals, and insurance representatives

Willingness and enthusiasm to learn new processes, software, or other tools as needed to ensure efficiency and effectiveness

Ability to confidently use phones, computers, and related technology.

Ability to effectively communicate in English and Spanish (verbally and written)

Demonstrates problem-solving skills.

Ability to develop and maintain effective working relationships with internal and external clients professionally and positively, embracing and promoting a team environment

Ability to independently prioritize daily workload and manage time effectively.

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.



GED or HiSET (Required)


Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

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