Call Center Scheduler

Description

CenterPlace Health believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to highlight the primary duties, qualifications, and scope of the position, but not limit the incumbent nor the Company to only the work identified. It is our expectation that each employee will offer his/her full capabilities wherever and whenever necessary to ensure the success of our endeavors. CenterPlace is currently seeking a Scheduler, Bilingual Preferred. 

SUMMARY:

Position requires medical/dental office knowledge. Must be detail oriented with good interpersonal/telephone communication and customer service skills. Assists/directs patients with questions and inquiries. Is responsible for timely and accurate scheduling and for converting inbound calls to appointments. Plays an important role in patient satisfaction, practice growth and practice profitability. Responsible for accurately gathering and recording demographic, insurance, and other necessary information into the EMR/PM systems. Supports the health center to provide quality and effective care to the patients served. Works under the daily supervision of the Call Center Supervisor and works closely with and takes direction from the Triage Nurse

ESSENTIAL FUNCTIONS:

Scheduling:

• Identifies patients by date of birth and name in computer system.
• Schedules and re-schedules appointments as needed.
• Accurately records appointment changes, correctly categorizing them as cancellation, rescheduled, no-show, etc., and notes reason in EMR.
• Calls No Show appointments to reschedule. Makes appropriate notes in EMR
• Ensures that scheduled patient appointments are confirmed in advance, per established guidelines regarding confirmation method, timing, and frequency.
• Performs prescreening process for add-on appointments and coordinates the need for add-ons with Triage Nurse.
• Proactively identifies and communicates to direct supervisor, any backlogs, service failure or other issues affecting patient access or patient satisfaction.
• Routinely demonstrates superior customer service skills:
  • Answers telephone in a timely and polite manner, preferably within three rings.
  • Communicates with customers in a courteous, professional, cooperative, and mature manner.
  • Accurately takes messages and conveys information to recipient.
  • Transfers call to Triage Nurse when medically indicated.

Registration:

• Creates new account if patient not in the system.
• Obtains current patient information from established and new patients.
• Accurately enters/updates patient information in EHR system.
• Identifies payer source, verifies insurance eligibility, financial status and assigns correct pay type.
• Obtains and documents in patient chart, any information relevant to ensure adequate care.
• Assists patients with portal set-up and promotes patient portal use.
• Demonstrates competency with and appropriate use of EMR/PM.
• Consistently achieves a 98% or better accuracy rate on all demographic and insurance information

Other:

• Bilingual Preferred
• Participates in Quality Improvement activities.
• Achieves high-level of first-call resolution, minimizing call backs and transfers.
• Consistently follows official organizational scheduling rules and parameters, such as appointment types, provider schedules, etc.
• Supports clinical staff and patients in referral process.
• Regularly monitors work email and voice mail accounts, as well as EMR messaging systems, and provides timely and appropriate responses.
• Maintains accurate knowledge of and compliance with HIPAA standards and always maintains the highest degree of confidentiality regarding patient PHI.
• Maintains up to date knowledge of insurance plans accepted.
• Completes Daily/Day end activities as assigned.
• Completes all required trainings and attends meetings as assigned.
• Protects/observes patient confidentiality per policies and procedures.
• Translates, as needed, if employee is bilingual.
• Recognizes and responds appropriately to violent/abusive situations, bomb threats, fire, and emergency situations.
• Provides superior customer service in all areas of responsibility.
• All other duties as assigned.

Qualifications

MINIMUM QUALIFICATIONS:

(EXPERIENCE/SKILLS/ABILITIES/EDUCATION/CERTIFICATIONS):

• High School Graduate or GED and Community Health Worker Certificate.
• Prior Scheduling/Call Center Experience. • Medical/Dental Office experience.
• Superior Customer Service Skills.
• Ability to effectively interact with physicians, patients, and other staff.
• Demonstrated knowledge of proper, safe, and efficient use of current office equipment/software.
• Demonstrated knowledge/ability to use Office 365 programs, including Outlook and Word.
• Capable of knowing and understanding patient privacy rights and maintaining appropriate level of discretion and confidentiality with all medical/financial/sensitive materials and information disseminated in printed/electronic or verbal forms.
• Accesses and uses minimally necessary patient identifiable information to perform the scope of the role and only for appropriate/authorized purposes. • Effective use of Electronic Health Records.
• Scheduling availability to be flexible to work early morning/late evening/weekend hours as needed.

PREFERRED QUALIFICATIONS:

(EXPERIENCE/SKILLS/ABILITIES/EDUCATION/CERTIFICATIONS):

• Bilingual candidates preferred.
• Translation for patient and provider (as necessary) if bilingual.
• Basic knowledge of medical/dental terminology preferred.
• Experience with Athena HER and Dentrix EDR Preferred.