Lead Patient Procedural Scheduler Gastroenterology Full-time Days

Description

The Lead Patient Procedure Scheduler reflects the mission, vision, and values of Northwestern Memorial,adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevantpolicies, procedures, guidelines and all other regulatory and accreditation standards.

The Lead Patient Procedure Scheduler is primarily responsible for scheduling surgical and pre-operative procedures and maintaining schedules related to these procedures. Scheduling includes registration, verifying insurance information, obtaining pre-certifications,and instructing patients on appropriate procedures. This role may also be cross-trained and utilized as a Patient Service Representative, thereby assuming the responsibilities associated with the check-in/out functions, or as a Patient Liaison, thereby assuming the responsibilities associated with provider templates and patient correspondence.

Responsibilities

• Registers and schedules patients for surgical and pre-operative procedures.
• Inform patients of their financial responsibilities.
• Provide patients with surgical and procedural information and instructions as appropriate.
• Obtains and/or facilitates pre-certification as required.
• Maintains calendars and schedules related to surgical and pre-operative procedures.
• Answers all incoming patient inquiries.
• May perform other duties as assigned.
  
  

Additional Responsibilities

• Leads the work of schedulers within the practice.
• Serves as a role model and resource to staff.
• Provides training and orienting to all new hires, and maintains training and orientation materials andrecords.
• Monitors and evaluates policies and procedures to suggest operational changes.
• Schedule staff and allocate resources across hours of operation to maximize patient access andsatisfaction, provider productivity and efficiency, and staff productivity.
• Conduct office meetings with the schedulers to go over safety, training updates and workflowchanges.
• Attend and actively participate in leadership meetings with the Practice Administrator and AOC.
• Monitor productivity by running productivity reports from Calabrio One
• Monitor the abandonment rate of incoming calls with access to Cisco Unified Intelligence Center
• May perform other duties as assigned.
• Position will be able to work from home with days in the office as the business needs demand.
  
  

Qualifications

Qualifications:

Required

• High School Diploma or GED equivalent.
• 2 years previous healthcare experience.
• Experience in a customer service role.
  
  

Preferred

• Bachelor’s degree.
• Previous experience with an electronic medical records system.
  
  

Competencies/Performance Expectations

• Please refer to NMHC Performance Standard Competencies.
• Exceptional interpersonal skills, including the ability to establish and maintain effective relationshipswith patients, physicians, management, staff, other departments, vendors and other customers.
• Demonstrated customer service skills, including the ability to use appropriate judgment, independentthinking and creativity when resolving customer issues.
• Ability to effectively handle challenging situations.
• Ability to balance multiple priorities.
• Excellent verbal and written communication skills.
• Ability to use personal computers and select software applications.
• Ability to analyze data for decision making purposes.
• Strong computer skills, including Microsoft Office, Outlook and database entry.
• Ability to maintain a high degree of confidentiality.
• Ability to adapt to changes in work environment, delays or unexpected events.
• Demonstrates attention to detail and monitors own work for accuracy.
  
  

Other

Population Served

Internal: health care team.

External: patients, families, caregivers.

Equal Opportunity

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.