Regional Provider/Patient Scheduling Coordinator

POSTED ON 2/17/2021 CLOSED ON 2/26/2021
Staff Assistant - Baystate Health Hired Organization Address Springfield, MA Full Time

Job Posting for Regional Provider/Patient Scheduling Coordinator at Staff Assistant - Baystate Health

Req#: R7330
Category(s): Administrative Support, Staff Assistant
Full Time / Part Time: Full-Time
Shift: First


One to three paragraphs describing the job function. In addition to job qualifications, this will be used for posting. This section should include tying to the line of sight and employee engagement – how this job relates to our vision and mission.

Under the direction of the Program Manager or Director of the Service Line, the Regional Scheduling Coordinator is responsible for very detailed and complex schedules of the regional service line. This includes booking cases daily, facilitating cases onto the schedule within 48 hours of the day of the procedure. It also assists with building and maintaining the department schedule/block schedule as needed. Oversees the build of the staffing schedule utilizing current scheduling application. Collaborates with multidisciplinary members within other services, Contact Center Department, Surgical Scheduling, and Registration.

Responsibilities include ensuring adequate assignments of physicians in all procedural area, by appropriate sub-specialty, ensuring maximum efficiency of clinic schedules & procedural rooms. This position must be able to work collaboratively with physician leaders, directors, and managers to ensure physician coverage needs are met in each clinical area.

Excellent interpersonal skills and communication skills that support interacting with multiple health care team members required. It requires the ability to multitask and manage complex processes. Assumes additional responsibilities as necessary to support surgical services scheduling procedures.

Adheres to system and department compliance policies and any and all applicable laws and regulations. Performs other duties as assigned.


1)   Creates complex multidisciplinary physician schedules, adjust schedules to meet the daily changes in clinical needs of the hospital, diagnostic labs, or practice schedule. Ensures that adequate physician coverage across all services is consistent and appropriately met.
Manages monitors and troubleshoots the daily input to the schedule. Runs reports from all computer systems to assist in monitoring the schedules. Monitors and maintains the workflow as required so that the appropriate people, places, and equipment are where they should be. Anticipates and troubleshoots potential problems to take corrective actions. Prepares activity reports on volume and performs daily quality data review and makes appropriate corrective actions, using all appropriate computer systems. Assists in the reconciliation of the schedule, management of the scheduling systems to include, but not limited to, block schedule rules and other utilities.

2)   Coordinates service line coverage to maximize efficiency, physician skill set, and utilization of operating rooms and procedural suites.

3)   Disseminates schedules and changes to appropriate hospital departments, practices, and imaging sites across the regional service area. This includes appropriate notification of key personnel for implementation into various databases, i.e., Centricity Business, Microsoft Outlook, e-Workplace calendars, Amnion, Surginet, Kronos Scheduler, etc.

4)   Develops and coordinates a systematic approach to identify coverage needs far in advance, develops and communicates action plan with medical and administrative leaders, sustains appropriate physician coverage in all service line departments. Think "outside the box" on how to best support patient care in all service areas with efficient use of physician human resources.

5)   Tactfully handles difficult situations with patients, visitors, and co-workers. Works well and cooperatively with supervisors and those in leadership roles. Demonstrates good rapport and cooperative working relationships with peers, the various practices, with physicians, nurses, other BMC departments including outside medical and/or related personnel.

6)   Collaborates with the staff in the department, Patient Contact Center, Department of Anesthesia, through daily interaction and through formal meetings. Promotes relationships based on mutual respect and support. Communicates effectively with staff/colleagues/physicians and other members of the health care team.

7)   Articulate and present objective assessments of physician coverage need to Program Manager or Service Line Director to avoid adversely impacting service line operations.

8)   Provides ongoing education and process improvement to providers and staff as it relates to schedule management.

9)   Keeps track of physician FTE's and skillsets in order to appropriately schedule them; creates/maintains databases with this information.

10)  Regularly meets with providers to assess the scheduling optimization process and collaborate to make the process and schedules better for patients as well as and providers.

11)  Assist co-workers with departmental duties and special projects

12)  Performs duties in an independent manner with minimal direct supervision. Offers suggestions or positive changes in policies, procedures and forms. Recognizes and performs duties that are not directly assigned (keeping work areas neat, orderly and well-stocked, etc.).

13)  Identifies patient/family needs in regards to scheduling.  Assess the potential impact on the patient/patient’s family and provider when making decisions.   When the best course of action is not available propose alternatives within guidelines.


Unless otherwise required by certification, licensure, or registration, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the minimally required education and/or experience listed in the Qualifications section below.


High School / GED


Associates Degree


Five or more years of experience in an administrative role is required.


Prefer five or more years managing complex multi-disciplinary schedules, strongly prefer experience in physician and medical procedure scheduling.


Demonstrated competence in communication; schedulers will be communicating in person, by phone and in writing to patients, their families, coworkers, physicians, and critical departments daily. Schedulers need to master communication skills such as listening, questioning, managing misunderstandings, credibility and being culturally sensitive as appropriate.

Schedulers need to make judgment calls daily, they need to be aware of the impact of decisions on patients, their families, physicians and other departments.  Schedulers must be able to find alternatives to minimize the impact of decisions.

Schedulers need to demonstrate competencies in organization skills to efficiently manage time, workload, resources, priorites documentation, planning and followup.

Requires strong computer skills, schedulers work with the Windows environment and with electronic medical records, automated practice management software, patient access systems, databases and networks. Experience with  Microsoft Office Suite, Centricity Business (Out-Patient Registration), CIS (Cerner), SMS (In-patient Registration), and eWorkplace is preferred.



GED or HiSET (Required)



Work Experience:




Training Details:

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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