Medical Scheduler - Call Center Scheduler

JOB TITLE: Medical Scheduler- Call Center Scheduler

REPORTING TO: Director of Clinical Services

JOB SUMMARY/RESPONSIBILITIES:

The Medical Scheduler is responsible for answering incoming calls from patients, referring providers and clinical provider teams in a timely way to accurately respond to inquiries and questions, handle and escalate patient issues, schedule provider appointments and obtain pre-registration information, including demographics and insurance. Given this might be the first interaction that a patient or another provider has with the OIW|SP practice, it is critical that all calls are handled in a professional and caring way. 

The Medical Scheduler conducts patient interviews, collects clinical information in response to scheduling questions and guidelines.  Based on the provider protocol, the Medical Scheduler will direct the call to the provider care team – or send the care team a message to follow up with the patient.  Using the EMR system, they may be accountable for scheduling appointments with providers based on the defined protocols for each provider.

The Medical Scheduler adheres to and communicates patient scheduling requirements for provider appointments based on the provider protocol. This individual will be professional in their interactions with the patients; exhibiting an ability to ask the necessary questions in a manner that is both warm and efficient, and effective. 

Primary Responsibilities:

• Scheduling responsibilities: Obtains complete and accurate clinical, demographic and financial information during the scheduling process.
  • Asks all required questions to guide correct appointment scheduling and enters scheduling data in the EMR system
  • Provides the patient with appointment-specific instructions
  • Follows guidelines for provider team and emergent or urgent appointments
  • Coordinates and communicates with practice staff to accommodate scheduling requests
  • Answers scheduling calls according to designated timeframes and utilizes standard scripting
  • Supports Access Coverage across expanded hours of operation
• Pre-registration responsibilities: Completes the pre-registration and insurance verification and communicates financial responsibility during patient calls.
  • Interviews patients to obtain/update all necessary demographic and financial information to complete scheduling and pre-registration
  • Verifies insurance eligibility and benefits through real-time electronic eligibility inquiries and utilizes payor websites as needed
  • Conducts effective patient discussion to communicate financial responsibility amounts and provides financial assistance guidance as needed
  • Respects and protects the confidentiality of protected health information
• Clerical/customer service responsibilities: Performs clerical duties and maintains customer service according to Pre-Arrival department guidelines: 
  • Operates office technology such as telephone system, photocopier, scanner, fax machine, voice mail system and personal computer
  • Enters information into the system and maintains expected accuracy rate
  • Identifies and escalates priority issues and effectively routes calls to appropriate resources
  • Demonstrates updated knowledge of Access Center operations and procedures
  • Exercises respect and consideration to consistently provide excellent internal and external customer service
  • Appropriately handles non-Scheduling calls, including requests for medication and forwards calls to the provider teams when appropriate
  • Provides assistance and support to Access Center as needed or requested
• Follow all HIPAA & OSHA standards
• Other tasks and responsibilities as assigned

EDUCATION/QUALIFICATION REQUIREMENTS:

• High School diploma or equivalent.
• 1-5 years of work experience in a similar patient scheduling role and/or provider practice preferred
• Customer service experience, preferable in a call center environment
• Knowledge of managed care policies and insurance requirements preferred

PHYSICAL/MENTAL DEMANDS:

• Able to read, write and communicate in English
• Have cognitive skills for math, decision making and excellent communication skills
• Work in a temperature-controlled environment
• Potential for contact with chemicals, blood borne pathogens, and exposure to infectious disease.
• Able to lift 25 pounds using proper lifting techniques several times during shift

ENVIRONMENTAL/WORKING CONDITIONS: The work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Normal busy office environment with much telephone work.  This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.