Specialty Clinic Scheduler

Description

Job Title: Specialty Clinic Scheduler (Customer Service Specialist)

FLSA Classification: Non-Exempt

Reports to: Supervisor Customer Service Specialists

Date: January 2025

MSBI Benefits/Culture:

• • No Holidays/Weekends/Evenings

  • Consistent Schedule - Mon-Fri

  • Drive Time, Mileage & Parking Reimbursement

  • Company Paid License & Certification 

  • Stimulating Team-Based Working Environment

  • Supportive, Work Family Experience

  • Health, Dental, Vision, Life - Insurance

  • STD, LTD, LTC

  • 401k Matching

  • Profit Sharing

  • Holiday Pay and PTO

Summary/objective

• Work is performed in a medical clinic office environment. 

• Involves frequent telephone and face-to-face contact with patients. 

• Requires polite, friendly, and helpful communications with all persons. 

• Requires manual dexterity sufficient to operate a keyboard efficiently, telephone, copier, and such other office equipment as necessary. 

• Take every step to be complete and accurate in the work performed.

• Operates clinic switchboard, provides routine information, and directs calls to appropriate area.

• Serves as a liaison between patient and support staff. 

Essential functions

Switchboard

• Answer calls professionally within 3 rings.

• Ask caller what their call is regarding to direct to appropriate individual or department according to our call routing guide.

• Transfer calls to staff voice mail when appropriate.  Use ‘soft transfer’ method for highest level of customer service.

• All phone calls are returned within the same day or following business morning.  Voice mails can be left with patients, but continued attempts should be made to assure direct communication occurs within 24 hours. 

• Respond to emergency calls according to established procedures.

• Answer questions regarding patient appointments and general clinic information.

• Performs other duties as assigned.

Reception

• Greet patients and other customers in a friendly and professional manner.

• Verify new patient demographic information and obtain electronic signatures as needed including co-pays as appropriate.

• Verify with patient that insurance is accurate within the Electronic Health System (EHR) system and scan insurance cards as appropriate.

• If provider is more than 15 minutes behind, notifying patients and offer alternatives for rescheduling if needed.  Continue to update patients who are waiting.

• Maintain clean and orderly workspace, lobby, and refreshment area.

• Assist with the care and maintenance of department equipment and supplies.

• Maintain patient information in a confidential manner.

• Work collaboratively with all members of the team.

• Perform other duties as assigned.

Scheduling

• Schedule patient appointments in an accurate, efficient, and timely manner.

• Obtain and enter correct detailed patient demographic information into system.

• Initiate on-line new patient documentation process.

• Understand governmental and commercial insurances accepted by Midwest Spine & Brain Institute (MSBI) and others related to PSA Agreements.

• Provide a detailed explanation to patients of what to expect for their visit.

• Reschedule clinics within 48 hours or sooner if necessary.

• Schedule requested appointments within 24 hours of receipt.

• Notify (email) staff of add-ons, cancellations, and schedule changes.

• Run the Televox reminder calls daily and process cancellation and reschedules appropriately.

• Performs other duties as assigned.

• Access to PHI (protected health information) will be limited based on employee’s job duties and employees will be expected to follow established HIPAA privacy and security policies.

Qualifications

Competencies/Qualifications/Abilities/Work Styles

Qualifications:

• Knowledge of organizational policies, regulations, and procedures to successfully promote the organization. 

• Knowledge of common safety hazards and precautions, and use of personal protective equipment to establish a safe work environment.

• Skill in identifying problems and researching and recommending solutions. 

• Ability to react calmly and effectively in stressful or emergency situations and communicate clearly. 

• Expertise and appropriate skill set in establishing and maintaining effective working relationships with patients, medical staff, and other customers. 

• Ability to understand, adapt and apply guidelines and procedures. 

• Requires providing ideas and participating in the implementation of such ideas to improve quality and/or patient satisfaction, reduce costs or improve employee work life.  

Work Style:

• Integrity.  Honest and ethical behavior in all actions.

• Independence.  Ability to work from a variety of locations with little supervision and the ability to get things done autonomously.

• Social Orientation.  Ability to connect with others on the job. Ability to work with customers in a kind and professional manner.

• Concern for Others. Sensitivity to the needs of others.

• Adaptability/Flexibility.  Open to change and variety of workload.

• Attention to Detail.  Thorough and complete in activities and follow-up to determine successful tasks to repeat and others to change or remove.

• Dependability.  Reliable, responsible, and dependable in fulfilling obligations of the job and interaction with others.

• Self-Control. Ability to maintain composure, keep emotions in check, even in difficult situations.

• Stress Tolerance.  Ability to accept criticism to improve performance.

• Cooperation.  Pleasant attitude with others.

Work environment

• Ability to drive own motor vehicle for visits to various sites

• Requires consistently good attendance. 

• Requires ability to work successfully under supervision, with co-workers, providers, other professionals as well as community members. 

Physical demands

• Work may require sitting, standing, and walking for extensive periods of time. 

• Occasionally lifts and carries items weighing up to 15-20 pounds. 

Travel required

• Flexibility required based on clinic needs.

Required education and experience

• High school diploma or GED certificate

• 2 years customer service experience in a specialty clinic preferred

• EPIC experience required.

Affirmative Action/EEO statement

Midwest Spine & Brain Institute (MSBI) is an equal employment and affirmative action employer. MSBI does not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity, creed, status with respect to public assistance, or other protected class status.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Salary : $23 - $25