Appointment Services Representative

Position Description:

As an Appointment Services Representative, you will provide service to Froedtert & Medical College of Wisconsin patients in any way possible, particularly with regards to patient registration and scheduling to ensure a quality experience. Tasks are completed for several specialties and a large group of physicians (typically 60 or more) across the many locations of our clinical enterprise following detailed protocols and enterprise scheduling tools. Help patients schedule with the right physician at a time and location most convenient for them and complete full registration and insurance coverage set up to help ensure proper payment for services rendered.

Hybrid Position: 95% Remote, 5% Onsite

Responsibilities:

• Schedules, cancels and reschedules appointments via phone for multiple specialties and locations including providing directions, instructions and other information regarding appointments.
• Triages calls to determine caller needs and provide excellent customer service, doing whatever possible to meet patient needs. Responds to inquiries and/or routes calls, messages and requests to appropriate individuals or areas.
• Encourages patients to sign up for MyChart and the Froedtert & MCW App to help manage their healthcare electronically and steps them through the process to get activated on these online tools.
• Completes full registration including setting up insurance coverage for new patients and verification of registration and coverage information for established patients. Runs electronic eligibility to verify coverage information and ensures the insurance is accepted by our physician groups. Completes MSP questionnaires with Medicare patients.
• Works through referral queues, faxes, email, and other correspondence following detailed guidelines to schedule patient appointments, create referrals, track completion and communicate back to referring physicians if unable to schedule. If patient's insurance is not in our network, refers patients to community clinics or to physicians within their network as appropriate.
• Manages web appointment requests for assigned team.
• Checks e-mails and Epic InBasket regularly throughout the day to keep up to date with any changes and receives information on patients who need to be scheduled.
• Develops understanding of Froedtert & Medical College of Wisconsin clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings in order to give appropriate directions to patients.
• Follows detailed protocols and enterprise scheduling tools to ensure accuracy of all appointment scheduling, registration and information given to callers.
• Anticipates customer needs and resolves problems to ensure a positive customer experience. Employs sound judgment to ensure the best possible public relations.

Knowledge - Skills - Abilities:
Customer Service - Apply principles of customer service to identify customer needs and provide high quality services
Computer Skills - Strong computer skills and ability to pass a typing test (5,000 KPH with 93% accuracy)
Medical Terminology - Knowledge of medical terminology extremely helpful.
Insurance - Knowledge of insurance terminology and plans preferable in order to accurately verify and register in system.
Communication skills - Ability to listen carefully and clearly convey information both verbally and written.
Organizational Skills - Organize resources in order to quickly retrieve needed information.

Preferred Schedule:
Full-time role with expectations for coverage during core business hours and flexibility required as necessary to accommodate business needs.

Position Requirements:

Minimum Qualifications:

Appropriate experience may be substituted for education on an equivalent basis.

Minimum Required Education: High school diploma

Minimum Required Experience: 3 years

Preferred Experience: 1 year of customer service experience, preferably in a call center with moderate to high call volume. Health care experience and/or education are helpful. Apply principles of customer service to identify customer needs and provide high-quality services.

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Why MCW?

• Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
• 403B Retirement Package
• Competitive Vacation and Paid Holidays offered
• Tuition Reimbursement
• Paid Parental Leave
• Pet Insurance
• On campus Fitness Facility, offering onsite classes.
• Additional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.

For a full list of positions see: www.mcw.edu/careers

For a brief overview of our benefits see: https://www.mcw.edu/departments/human-resources/benefits

MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination
The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering a diverse community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.

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