Central Scheduling Representative

Job Details

Handles scheduling related requests for patients and families utilizing an automated call distribution software and protocols to efficiently and accurately schedule appointments, triage general inquiries and direct callers to the appropriate healthcare needs. Supports our commitment to service excellence with a focus on first call resolution, registration accuracy and ease of access to all Jefferson Health services. Utilizing an advanced telephony platform, scheduling management system and care team communication tools, Central Schedulers demonstrate a commitment to service, follow-through and resolution to a large and diverse patient population. Central schedulers are required to consistently demonstrate accuracy of data collection and entry, critical thinking skills, solution oriented interactions and the highest level of customer service.

Job Description

Summary
Handles scheduling related requests for patients and families utilizing an automated call distribution software and protocols to efficiently and accurately schedule appointments, triage general inquiries and direct callers to the appropriate healthcare needs. Supports our commitment to service excellence with a focus on first call resolution, registration accuracy and ease of access to all Jefferson Health services. Utilizing an advanced telephony platform, scheduling management system and care team communication tools, Central Schedulers demonstrate a commitment to service, follow-through and resolution to a large and diverse patient population. Central schedulers are required to consistently demonstrate accuracy of data collection and entry, critical thinking skills, solution oriented interactions and the highest level of customer service.

Job Duties

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.(Do not delete, move or over-write this statement)
• Schedule patient appointments and register patient across the Jefferson Health System in accordance with established clinical and insurance requirements to improve access and care coordination.
• Utilize Electronic Medical Record (EMR) to complete scheduling and registration, confirm appointments, obtain and/or verify demographic information, obtain and/or verify insurance benefit eligibility, answer inquiries and resolve user issues in accordance with established protocols to ensure patient safety, compliance and departmental policies and procedures.
• Coordinate orders, referrals and insurance requirements by obtaining and/or confirming patient information to ensure the patient receives maximum benefits for services. Assure regulatory and compliance requirements following local payor coverage determinations.
• Utilize central scheduling telephony software to efficiently handle assigned call volume or digital requests.
• Maintain qualitative and quantitative individual and team performance targets.

Minimum Qualifications

• 1 year Previous related experience required.
• Accuracy and Attention to Detail – I0960 Understanding of the necessity and value of accuracy and attention to detail, ability to process information with high levels of accuracy.
• Analytical Thinking – I1020 Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.
• Calendaring – TAD460 Knowledge of and ability to use office electronic calendaring software and capabilities.
• Customer Interaction – TCS060 Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.
• Customer Service Management - M0200 Knowledge of and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers.
• Decision Making and Critical Thinking - I0700 Understanding of the issues related to the decision-making process, ability to analyze situations fully and accurately, and reach productive decisions.
• Effective Communications – I0480 Understanding of effective communication concepts, tools and techniques, ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Information Capture – B1080 Knowledge of the processes and the ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.
• Leadership – M0050 Ability to work with a group to set its objectives and agenda, generate allegiance to those objectives, and guide and motivate their achievement.
• Listening – I0650 Knowledge of effective listening issues and techniques, ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.
• Relationship Management – I1010 Ability to establish and build healthy working relations and partnerships with clients, vendors, and peers.
• Teamwork – I0950 Understanding of the necessity and value of teamwork, ability to work effectively as part of a team.

Additional Qualifications:

Proficient in the use of computers. Type 35 wpm. Knowledge of medical terminology and medical terminology used by insurance and managed care health plans. Bilingual skills a plus.

Preferred Qualifications

• High School Diploma/GED

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Salary Range

$17.00 to $22.98 Hourly

The actual hiring rate will be determined based on candidate experience, skills and qualifications. This position is not eligible for an annual incentive.

Positions posted as annual salaries reflect an estimated amount for a 1.0 Full-Time Equivalent (FTE) (i.e. 40 hour equivalent)), positions for less than 1.0 FTE will be prorated.)

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Thomas Jefferson University

Primary Location Address

101 Woodcrest, Cherry Hill, New Jersey, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.    

Jefferson is committed to providing equal educa­tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status. 

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.