Scheduling and Arrival Specialist I - SPC

At Children’s Nebraska, our mission is to improve the life of every child through exceptional care, advocacy, research and education. As the state’s only full-service pediatric healthcare center, we provide comprehensive, holistic care to our patients and families—from primary and specialty care to behavioral health services and everything in between. Dedicated to a People First culture, we foster an environment with joy, belonging, wellbeing, learning and growth. Turn your passion into purpose and make a difference where it matters most.

A Brief Overview
The Welcome Specialist is an ambassador for patients and visitors, proactively creating personalized experiences at the beginning of their visit to our clinic. The Welcome Specialist will facilitate patient arrival through check-in/check-out, support a play-oriented waiting space with coloring books, and other age-appropriate entertainment options are available and safe, and culminating in exceptionally memorable experience to our patients and families. This role circulates in the waiting space, physically interacting with patients and families through empathetic engagement. Also, ensures the usage of digital arrival tools and facilitate families' activation of Children's Connect as needed. Follow up care scheduling is another task to ensure patients and families experience Children's Nebraska as a seamless partner in their healthcare journey. The Welcome Specialist is fully empowered to make the patient and family's experience extraordinary.

Essential Functions

• Patient Check-In • Greet and assist patients upon arrival, ensuring a welcoming and efficient check-in experience using provided hardware. • Guide patients on using self-registration kiosks, aiding those who need help navigating the registration process. • If unable to utilize Kiosk, complete the expedited registration process and connect to the registration team as needed. • Collect co-pays and needed documents such as consents or clinical questionnaires • Coordinate and assist families completing patient questionnaires to the degree the patient/family requires problem solving and report kiosk-related issues to Leadership and the technical support team for timely resolution. • Escort and support wayfinding for patients/families to the next location of care.
• Customer Service • Serve as a primary point of contact in the waiting space, addressing patient inquiries and providing directions or information as needed. • Supporting the play environment within the waiting space, including disinfecting shared devices/toys. • Resolve patient concerns and issues in a prompt and courteous manner or escalate to the appropriate team member as needed. • Support a positive patient experience by maintaining a clean, organized, and welcoming front desk area. • Activate Children’s Connect for any patients/families without an account.  
• Point-of-Care Scheduling • Manage point-of-care scheduling by coordinating follow-up appointments as directed by healthcare providers. • Ensure accurate appointment scheduling and work closely with clinical staff to meet patients’ scheduling needs. • Provide patients with information on upcoming appointments, procedures, and any preparation requirements.  
• Administrative Support • Maintain confidentiality of patient information and adhere to HIPAA regulations and hospital policies. • Perform general administrative tasks, such as answering phones when at the desk, handling mail, and supporting department initiatives. • Actively participate in team meetings and contribute to process improvement initiatives to enhance service quality.

Education Qualifications

• High School Diploma High school diploma or equivalent Preferred

Experience Qualifications

• Customer service or reception experience Preferred

Skills and Abilities

• Strong communication, organizational, and problem-solving skills, with attention to detail.
• Basic technical skills to assist with various patient needs.
• Pursues making great experiences extraordinary.
• Be proactive and creative in creating personalized connections to patients and their families.
• Strong interpersonal and customer service skills, with a patient-centered approach.
• A desire to care greatly for children,
• Ability to handle sensitive patient information and maintain confidentiality.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple tasks efficiently in a fast-paced environment.

Licenses and Certifications

• Bilingual skills preferred; candidates must pass a bilingual proficiency test to qualify for bilingual pay. Preferred

Children’s is an equal opportunity employer, embracing and valuing the unique strengths and differences of people. We cultivate an inclusive environment of respect and trust where we all belong. We do not discriminate based on race, ethnicity, age, gender identity, religion, disability, veteran status, or any other protected characteristic.

At Children’s Nebraska, our mission is to improve the life of every child through exceptional care, advocacy, research and education. As the state’s only full-service pediatric healthcare center, we provide comprehensive, holistic care to our patients and families—from primary and specialty care to behavioral health services and everything in between. Dedicated to a People First culture, we foster an environment with joy, belonging, wellbeing, learning and growth. Turn your passion into purpose and make a difference where it matters most.