Care Connections Scheduling Coordinator
Position #: 260004TZ
Shift: Days
Status: Full-time
Work Days of the Week: Variable
UH Facility: University Hospitals
Location: Shaker Heights, OH
Remote Work: Hybrid
Salary: $15.00 – $23.14 /hour
Job Description & Qualifications
- Answer a high volume of inbound calls in a Care Connections call‑center environment, serving patients, families, and caregivers across the UH Health System
- Provide compassionate, patient‑centered service by actively listening and understanding each caller’s unique needs and preferences
- Schedule appointments accurately and efficiently to promote timely access to care
- Serve as an advocate for patients by guiding them through services, providers, and next steps within UH
- Enter and validate demographic, insurance, and appointment information to ensure accurate patient records and system integrity
- Explain appointment details and pre‑visit preparation requirements in a clear, respectful, and supportive manner
- Identify when referrals or insurance limitations apply and communicate available options or next steps
- Collect and process co‑pays, deductibles, and other patient payments when applicable
- Respond to a wide variety of questions related to physicians, services, locations, and logistics
- Collaborate with Care Connections team members, clinics, and departments to enhance the patient experience and support operational excellence
- Meet quality and productivity standards with coaching and support during the first 90 days of employment
- Appropriately escalate concerns to Care Connections leadership to support service recovery and ensure positive patient outcomes
- A genuine desire to help others and make a positive impact
- Comfort working in a call‑center environment with frequent phone interactions
- Strong listening, communication, and customer service skills
- Ability to multitask, stay organized, and manage multiple systems
- Support UH’s commitment to patient experience, safety, and service excellence
- Represent the University Hospitals brand with professionalism, integrity, and empathy on every interaction
- Adapt to changing workflows, policies, or system needs while maintaining a patient‑first approach
- Contribute to a respectful, inclusive, and team‑oriented work environment
- Uphold UH standards related to confidentiality, compliance, and ethical conduct
- Perform other duties as assigned to support Care Connections operations and system needs
- Comply with all University Hospitals policies, standards, and procedures
- Safeguard Protected Health Information (PHI) in accordance with UH policies, annual training, and the UH Code of Conduct
Education
- High School Equivalent / GED (Required)
- Associate’s Degree (Preferred)
- Bachelor’s Degree (Preferred)
Work Experience
- 1+ years of customer service-related experience or office (Required) 2+ years preferred
- Associate or Bachelor degree will be accepted in lieu of 1 year work experience (Required)
Knowledge, Skills, & Abilities
- Knowledge of Microsoft Word and Excel applications. (Required proficiency)
- Able to adhere to structured call center metrics in a closely monitored, fast paced environment. (Required proficiency)
- Ability to function independently and as a team player. (Required proficiency)
- Professional demeanor (Required proficiency)
- Microsoft Office, telephony software and experience with scheduling software such as Epic or Soarian. (Preferred proficiency)
Licenses and Certifications
- Certified Healthcare Access Associate (CHAA) will be accepted in lieu of 1 year of work experience (Preferred)
Physical Demands
- Standing Occasionally
- Walking Occasionally
- Sitting Constantly
- Lifting Rarely 20 lbs
- Carrying Rarely 20 lbs
- Pushing Rarely 20 lbs
- Pulling Rarely 20 lbs
- Climbing Rarely 20 lbs
- Balancing Rarely
- Stooping Rarely
- Kneeling Rarely
- Crouching Rarely
- Crawling Rarely
- Reaching Rarely
- Handling Occasionally
- Grasping Occasionally
- Feeling Rarely
- Talking Constantly
- Hearing Constantly
- Repetitive Motions Frequently
- Eye/Hand/Foot Coordination Frequently
Travel Requirements
- 10%
Additional Salary Detail:
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of posting of this job advertisement and may be modified in the future. When determining a team member’s base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, union negotiated contracts, budget and internal equity). This figure does not include, unless otherwise stated incentive pay or shift differential pay or the value of University Hospitals’ comprehensive benefits package, which includes healthcare, dental, vision, retirement plan options, and additional offerings. Click here to view complete wellness and benefits details.
For over 150 years, University Hospitals has been dedicated to our mission To Heal. To Teach. To Discover. Starting as a small Cleveland hospital in 1866, UH has grown into 18 hospitals and 40 health centers, serving 1 million people annually.
UH delivers exceptional care, advances medical innovation, and trains future healthcare leaders. Now, you have the opportunity to add your talents to this legacy of care. At UH, you’ll join a collaborative team in an inspiring environment where your skills and ideas will be valued. Together, we can continue to shape the future of healthcare and deliver on the promise of our mission for generations to come.
Equal Opportunity Employer – Veterans and individuals with disabilities.
At University Hospitals, everything we do is driven by our dedication to providing the highest quality patient care. All members of our team, regardless of whether they interact directly with patients, support our mission and share our commitment to caring, compassion, teamwork and providing an exceptional UH experience.
A career in professional services with University Hospitals provides challenging opportunities in:
- Operations – meeting the ever-evolving needs of the health care industry
- Learning – employing the most advanced, leading-edge health care technology
- Diversity – growing your experience by exploring multiple facets of various business functions
- Collaboration – working with cross-functional teams of the highest-caliber clinicians and support staff
Join us in advancing the science of Health and the art of compassion.
Equal Opportunity Employer – Veterans and individuals with disabilities.
University Hospitals is a national leader in healthcare that takes pride in calling Northeast Ohio home. With more than 150 locations throughout Cleveland and the surrounding metropolitan areas, UH provides unique opportunities to deliver world-class care in the communities where our employees live, work, and play.
We want you to make a career with us and we are here to support you – both in and out of work. Our comprehensive benefits program offers choice and flexibility to meet you where you are in your life.
- Medical Plans
- Dental Plans
- Vision Plan
- Paid Short and Long Term Disability
- Life and Account Insurance
- Additional Voluntary Benefits
- Wellness Programs and Plans
- Financial Health Resources
- Career Development Resources
- And More!
*Benefits may vary based on FTE Status and Position Type.
View complete wellness and benefits details on our Why Choose Us page.
We want you to make a career with us and we are here to support you – both in and out of work. Our comprehensive benefits program offers choice and flexibility to meet you where you are in your life.
- Medical Plans
- Dental Plans
- Vision Plan
- Paid Short and Long Term Disability
- Life and Account Insurance
- Additional Voluntary Benefits
- Wellness Programs and Plans
- Financial Health Resources
- Career Development Resources
- And More!
*Benefits may vary based on FTE Status and Position Type.
Working at University Hospitals
Careers at UH offers opportunities to provide care locally in the Cleveland area with the power to impact healthcare nationwide. As leaders in our industry, our staff share a commitment to be the difference in the lives of our patients and our communities from Northeast Ohio and beyond. Look at this video to discover how we’re building an organization for the future today.
Nightshift Module
Night shift provides a unique and rewarding opportunity for caregivers who thrive in a close-knit, supportive environment. With fewer distractions and a calmer atmosphere, you’ll have the chance to foster meaningful relationships with both colleagues and patients. The quieter pace allows for more in-depth patient connections, greater autonomy, and the opportunity to refine your skills. Whether it’s the flexibility to fit your lifestyle, the teamwork and problem-solving that come with a close-knit team, or the financial benefits of shift differential pay, night shift offers a space where you can grow both personally and professionally. If you excel in a late-night environment and appreciate the independence and collaboration it offers, our night shift team is the perfect fit for you!
Hear from our team about why they enjoy working the night shift and how it has shaped their careers.
Sara H.
Multi Modality
I like nightshift because the smaller staff helps me build connections and friendships with the staff around me. Helping us to better communicate without any issues, including doctors. I can work independently, keeping my thinking skills sharp. Even when it is quiet, it is never boring.
