Call Center Scheduler (Spanish/English)

Overview:

The primary purpose of this position is to work with a scheduling team consisting of the schedulers, Triage Nurse and Referral Coordinators to schedule patients per TAPM scheduling policy. This position receives incoming calls from patients/parents and determines appropriate scheduling based on guidelines established in a professional and courteous manner.

Job Responsibilities:

• Greets patients in a polite, prompt, helpful manner on the telephone.
• Answers incoming scheduling calls.
• Verifies and updates patient information and insurance when making an appointment.
• Understands and completes the registration process for new and/or established patients
• Performs insurance verification 2 days in advance of the patient’s appointment
• Follows approved medical group guidelines and appointment scheduling policies and procedures to schedule patients (new and existing) for each practitioner.
• Documents triage calls by listing patient name, telephone number, date of birth, and complaints/symptoms or illness; directs information to nurse.
• Reviews schedules for providers daily for errors and/or adjustments
• Calls patients for next day appointments to verify or cancel.
• Reschedules patients in the absence of providers.
• Responsible for working with managers and providers on the no show process
• Works to ensure appointment slots are fully utilized by using the recall system and/or patient wait list to contact patients in order to fill unused slots.
• Works closely with the nursing staff, triage nurse and providers to appropriately schedule patients.
• Accesses the local hospitals EHR system to obtain patient record information prior to patient visit.
• Calls referring physician office to request records as indicated.
• Maintains information in a confidential manner, and complies with State, Federal and practice guidelines.
• Communicates with the front desk daily regarding scheduling changes
• Communicates with nursing staff to aid patient processing.
• Maintains patient recall process and assist with working the patient work queue
• Call and Follow Up in no shows to educate them on the no show policy and reschedule them accordingly.
• Actively work the no shows and send letters according to the policy
• Assist front desk assistants as needed and/or when team members maybe out
• Maintains work area in a neat and orderly manner.
• Attends meetings as required.
• Cooperates in departmental cross training.
• Prepares report for supervisor, including details of all patients on recall list.
• Abides by all company policies regarding safety/health rules and regulations.
• Adapts to various situations and adjusts to shifting priorities.
• Performs other duties as assigned.

Preparation & Training:

Job duties require the use of electronic health record. Must have a working knowledge of data processing equipment, computers (Excel, word processing), telephones, and such typical office machines and equipment. Must maintain effective written and oral communication/English skills, as well as excellent customer service abilities. A minimum of 2 years of medical office experience is required. Medical Assistant or Medical Registration is a plus. A combination of education and experience may be considered. Must maintain current NC driver’s license for occasional outside travel. Must be proficient in English written and oral skills. Bilingual is a plus with written and oral skills.

Experience:

With the above preparation and training, it would take approximately 3 months, up to, and including 6 months in order to become proficient with the clinic policies and procedures utilized by Triad Adult and Pediatric Medicine.

Analytical Ability:

Repetitive or routine duties involving the use of various procedures and the application of clearly prescribed standard practices, requiring the making of decisions and the use of good clinical judgment when following the scheduling protocols.

Independent Judgment:

Works under immediate supervision but must have the ability to work independently.

Consequences of Error:

Probable errors would easily be detected and would result only in some internal confusion and delay but could be verified or checked either by systems, procedures, or supervision and have a moderate financial impact on the organization if scheduling is not done properly.

Interpersonal Contacts:

Involves regular inside and outside contact with patients/family, doctors, nurses, providers, other departments of TAPM, and vendors, requiring common courtesy and tact to avoid friction and obtain cooperation. Improper handling may affect results, whereby tact, judgment, and proper behaviors are required to avoid friction or dissatisfaction and maintain harmonious relationships.

Confidential Information:

Works with some confidential data of major importance, such as patient medical records, insurance, and billing information, which if disclosed, may be detrimental to the company’s interests. All employees must abide by the HIPAA rules and regulations. Failure to do so could result in disciplinary action and/or termination.

Working Conditions:

Most of the job duties are performed in normal office working conditions; however, there is some exposure to patients with communicable diseases. This position is responsible for the waiting area and therefore, requires some janitorial duties, which are at times disagreeable, but are not continuously present.

Mental Attention or Visual Demand:

The flow of work and character of duties involves normal mental and visual attention most of the time. Must be able to communicate via telephone and other automation devices. Mental/visual attention, along with manual coordination is necessary for keyboard operations at least 50% of the time. Normal or corrected hearing is required.

Quality Improvement

Must understand and help enforce the meaning of quality improvement. “The combined and unceasing efforts of everyone: Health care professionals, patients, and their families, researcher, payers, planners, and educators to make the change that will lead to better patient outcomes, better system performance, and better professional development.” (Batalden, 2007) Committed to promoting TAPM as a medical home and incorporating the core components of a Patient Centered Medical Home into your position daily.

• Patient Centered
• Comprehensive care
• Team-based
• Coordinated
• Accessible
• Focusing on Quality and Safety