Scheduler

ENVIRONMENT: Outpatient, clinical care setting.

GENERAL SUMMARY OF DUTIES: Responsible for answering, screening, and routing all incoming calls; relay incoming, outgoing, and interoffice calls appropriately; receive and respond to emergency calls and pager communications. Responsible for scheduling new patient, follow-up and same day appointments that come thru the scheduling department, and acts as a liaison for the patients and the practice.

DUTIES PERFORMED:

• Constantly answers telephone calls promptly and in a polite and professional manner.
• Checks voicemails frequently.
• Frequently obtains and enters accurate patient demographic information into an open practice management system.
• Frequently schedules or reschedules patient appointments with providers. Confirms date, time, location, and provider with the patient during scheduling.
• Occasionally mails patient registration information to new patients.
• Frequently notifies patients of the office policies regarding appointments, scheduling, cancellations, and no-shows.
• Answers questions and offers other information, as requested, and understands when to escalate calls to nursing staff, physician or patient access manager.
• Understands and frequently reviews accepted insurance. Navigates the multiple insurance verification websites for scheduling patients for the practice.
• Occasionally faxes patient orders to hospitals, labs and outside physician offices when requested.
• Occasionally schedules patients from faxed and EPIC referrals for specialty providers
• Performs other duties as assigned.

PERFORMANCE REQUIREMENTS:

Ability to handle confidential and sensitive information.

Knowledge of medical business office procedures

Excellent verbal and written communication skills

Skill in greeting patients and answering telephone in a pleasant and helpful manner

Excellent interpersonal and customer service skills

Excellent organization skills and attention to detail

Ability to function well in a high-paced and at times stressful environment

Ability to understand and effectively work in Microsoft Office, practice management systems, and electronic medical record system.

Ability to organize and prioritize work and manage multiple priorities.

Ability to work independently with minimal supervision.

Ability to establish and maintain effective working relationships with providers, management, staff and contacts outside the organization.

Excellent time management skills with a proven ability to meet deadlines

Strong analytical and problem-solving skills.

EDUCATION AND EXPERIENCE:

• High School Diploma or GED required.
• One year of experience in customer service and/or related clinical environment preferred.
• Working knowledge of medical terminology helpful.

PHYSICAL REQUIREMENTS: Work may require sitting for long periods of time; must be able to remain in a stationary position 75% of the time; also stooping, bending and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, type at 40 wpm, operate a telephone, copier, fax machine, and such other office equipment, as necessary. It is necessary to view and type on computer screens for long periods and to work in environment which can be stressful. Ability to understand and effectively work in Microsoft Outlook, practice management systems, and electronic medical record system.

TYPICAL WORKING CONDITIONS: Work is performed in an office environment. Involves frequent contact with patients in the office and via phone. Work may be stressful at times. Interaction with others is constant and interruptive. Contact involves dealing with sick people.

DISCLAIMER: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.