SUMMARY:

This position receives and initiates calls to/from patients, providers, provider offices, and facility departments. Under general supervision, this position is responsible for scheduling across the system while coordinating all aspects of scheduling procedures, tests and studies as ordered by physicians. In addition to these duties, this position also collects insurance information and conducts compliance and pre-certification to ensure coverage for appointments. Must possess a strong work ethic and a high level of professionalism. Must have the ability to work both independently and as a team to ensure patient needs and department guidelines are met. Must also demonstrate the ability to provide essential customer service knowledge in a high paced inbound contact center environment while maintaining a professional and service-oriented demeanor.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

These functions are not intended to be an exhaustive list of all responsibilities, duties, and requirements of the job. Other functions may be assigned as needed.

Must perform all levels of scheduling appointments from basic to complex.
Must be responsible for answering multi-line phone and assist with indexing electronic faxes.
Must accurately collect insurance information and patient personal data.
Must perform financial clearance responsibilities with regards to scheduled appointments.
Must practice attentive and active listening to accomplish scheduling duties.
Must effectively and professionally communicate with the patients regarding appointments and instructions for procedures and tests.
Must always ensure the highest quality of care for those we serve by facilitating efficient daily scheduling.
Must identify alternative schedule solutions in the event patient’s preference is not available, while adhering to procedures and protocols and ensuring patient safety.
Must have effective ability to build customer loyalty through positive customer interactions and provide consistent positive patient and/or provider experience.

11)Must acquire and document pertinent patient medical and financial information in accordance with procedural guidelines.

12) Must work in conjunction with the entire Patient Access Department including, Pre-Registration and Admissions to ensure that patient has no surprises at point of service and that financial requirements are in place prior to patient arrival.

SUPERVISORY RESPONSIBILITIES: NO

QUALIFICATIONS:

To perform this job successfully, an individual must be able to learn and perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

Must have obtained high school diploma, GED or higher for this position. 3-5 years of experience working within a healthcare setting performing related tasks preferred, but not required.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret order requests, QA reports and necessary documents. Ability to determine and prioritize procedures. Able to communicate effectively both verbally and in writing.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions with several abstract and concrete variables. Exercise good judgement and tact in relating to conflict.

CERTIFICATES, LICENSES, REGISTRATIONS:

OTHER SKILLS AND ABILITIES:

Strong attention to detail. Ability to prioritize and multi-task. Excellent communication and customer service skills in a fast-paced environment. Exceptional organizational and time management skills.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit; talk or hear; use computer, reach with hands and arms, stand, walk and lift up to 50 pounds.

Specific vision abilities required by this job include close vision, peripheral vision, and focus adjustment.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee typically works in a medical office environment. The noise level in the work environment is usually moderate.

Assist and acts as liaison for the Patient Access Manager regarding patient scheduling issues, training, education, communication and problem solving.
Provide orientation for new patient scheduling employees and other clinic staff who may need to learn scheduling functions.
Provide positive guidance, training and monitoring of staff on processes.
Assist Manager with developing most efficient workflow and keeping procedure information current.
Monitor statistics and assist to ensure department standards are met and/or exceeded.
Collaborate with Manager to ensure policies and procedures are current, accurate and understood by patient scheduling employees.
Serve as a resource person and provide information to patient scheduling staff, patients, clinics, and departments.
Recommend and advise Patient Access Manager on problem occurrences, changes in activity, scheduling related issues, etc.
Assist manager to ensure staff is compliant with all hospital standards (i.e. confidentiality).
Act as an excellent role mode and customer service resource.
May contribute to peer review for performance evaluation.
Perform all levels of scheduling from basic to complex.

SUPERVISORY RESPONSIBILITIES: YES