Complex Scheduler - Orthopedic Surgery

We at Fairview Health Services are adding a detailed Complex Scheduler to join the Orthopedic Scheduling Team at our Burnsville Clinic! This position is approved for 48 hours every two weeks and is benefit eligible. Some of the benefits we offer at Fairview include medical insurance - as low as $0, dental insurance - also a $0 option, PTO (24 days per year), and 403B with up to a 6% employer match; click here to learn more and get all the details! This role will also cover our Woodbury location and may require travel to this site. 

This role is responsible for scheduling and coordinating multiple services including but not limited to appointments, imaging, labs, procedures, surgeries, and treatments. The scheduler collaborates with providers, clinic staff, schedulers, across multiple different departments, locations, and outside organizations (when needed) to ensure services are timed, coordinated, and sequenced appropriately and all associated activities are complete.

Pre & Post-Appointment Support

• Serves as a single point of contact for coordinating appointments, procedures/surgeries, labs, imaging, or treatments.
• Accurately navigates and translates complex service protocols, tools, standard work, and information to ensure appropriate services are delivered.
• Maintains awareness of multiple contending situations needing attention and prioritizes to assure patients needs are met, while maintaining a cheerful, professional demeanor.
• Monitors, handles, and schedules/reschedules appointments from work queues or messages.
• Identify potential issues that could complicate care (i.e. insurance issues, adherence concerns).

Customer Service

• Patient has followed through on their labs, imaging, and appointments.
• Medical records (results, office notes, etc) are received on time and available to the provider/care team.
• Prior authorization is completed, if needed.
• Effectively communicates with customers in a professional and supportive manner.
• Provides patients with accurate information about their scheduled appointments, procedures, or tests, and in response to any associated questions they might have.
• Partners with customers to resolve questions, and concerns.

Prepares schedules for providers

• Prepares and updates the daily schedule/calendars for physicians who deliver care (procedures, surgeries, clinic appointments) at different locations such as outreach clinics, hospitals, procedure centers.
• Alerts physicians of changes or updates related to their schedules.

Epic in-basket and pool management

• Review and respond to patient's messages sent to the Epic in-box or through MyChart.
• Capture and document information to help facilitate communication between the patient/caregiver and care team.
• Ensure messages are addressed within standard timeframes and advance issues that need timely attention.

Required

• Two years’ experience, in a healthcare setting/practice:
  • Completing scheduling and registration of appointments
  • Templating schedules in Epic
  • Providing administrative medical support
• Familiar with basic medical terminology
• Practicing good public relations, customer service, time management, prioritization, and patients communication skills.

Preferred

• Healthcare or business-related degree
• Three or more years' past experience work within healthcare using Epic Health Records
• Telephonic customer experience
• Proficient use of computer keyboarding and Microsoft office tools (Word, Excel, Outlook, Teams)

We find our top performers have the following skills: High standard of creative prioritization skills and priority setting. Shown focus on customer service/patient care with every interaction. A solid understanding of public relations and communication skills. Work as an effective team member to deliver outstanding care. Ability to use appropriate computer applications. Ability to work independently, demonstrate critical thinking skills and engage in ongoing process improvement. Ability to accept change. Willingness to empower other team members to speak up and build a safe space while working.