The clinic scheduler will be responsible for managing the schedule of a single specialty. This position will be responsible for fielding patient complaints accurately and utilizing physician scheduling rules and an outlined rotation to get patients seen as soon as possible. This position will work out of multiple Electronic Health Records to input demographic information, insurance information, and pertinent clinical information for the staff.

Job Duties and Responsibilities:

• Answer all incoming calls with a positive attitude
• Ensure patient has been sent to the right scheduler by verifying appointment request
• Identify if the patient is new or established
• If established
  • verify all demographic and insurance information in our system is correct
  • ensure patient’s appointment request/injury is seen by the existing provider or if a work-in is needed
  • if work-in is needed, complete the work-in request and send to the teams immediately
  • if patient can be scheduled, place them on the schedule in first available slot, per patient preference
• If new
  • Collect patient demographic and insurance information
  • Review physician rotation and work the patient up for the next available appointment with the next physician in the rotation
  • If a work-in is needed, complete the work-in request and send to the teams immediately
  • if patient can be scheduled, place them on the schedule in first available slot, per patient preference
• If the patient calls regarding a work-related injury, the patient must be educated that if Worker’s Comp is being filed, the adjuster for the claim must call and make the appointment. If the adjuster calls, document the correct information on the appropriate forms and send it to the Worker’s Comp Team.
• Remind the patient to bring their insurance card with them and that if their insurance plan has a co-pay, it will be due upon check-in. Remind patients that payment needs to be made by check or credit/debit card.
• Between calls, the scheduler will review all appointments within the subspecialty for the next 3 business days and ensure insurance and demographic information is accurate.
  • Verify all insurance for upcoming visits, if policy has termed, contact the patient for updated information
  • Identify plans with a “specialty co-pay” and place the amount in the co-pay box on the insurance screen in CGM
  • Review patient account for any personal responsibility balance the patient may have from a previous encounter and make note on the account
• Identify if any new or updated paperwork is needed for this encounter and create a memo in the EHR for the check-in staff
• Review organizers for assigned subspecialty throughout the day for any scheduling needs from the clinical teams

Qualifications:

• High school diploma or GED
• Previous experience in a medical office setting is preferred
• Experience specifically in scheduling appointments, either in a clinic or hospital environment, is preferred
• Familiarity with medical terminology and procedures

• Excellent organizational skills to manage appointment schedules efficiently
• Strong communication skills, both written and verbal, to interact effectively with patients and healthcare professionals
• Attention to detail is crucial to ensure accurate scheduling and patient information
• Ability to multitask and prioritize tasks effectively in a fast-paced environment
• Proficiency in using scheduling software or electronic health records (EHR) systems
• Customer service skills to handle patient inquiries and concerns professionally and compassionately

• Understanding of medical office procedures and workflows
• Awareness of patient confidentiality laws and regulations
• Basic understanding of insurance verification and billing processes preferred

Schedule:

Each staff member will have a set schedule. The location for this position is Jackson. The team members will work 8-5 and the float positions will alternate 7-4 shifts weekly (2 will be needed each day).

Reporting Structure:

1. Director of Patient Access