Patient Services Scheduler

The Patient Services Scheduler (PSS) is responsible for providing clerical and administrative support necessary to assure delivery of clinical care for the patient and staff schedules and planning for an interdisciplinary team. Provides in-house planning and scheduling support for home visiting staff to ensure patient visits are covered in accordance with agency standards and plans of care. Coordinates and provides excellent customer service for patients and visiting staff. Provides clinical support to Professional Home Visiting (PHV) staff and patients.

Qualified individuals must be capable of performing the following essential duties and responsibilities, with or without reasonable accommodations:

• Works closely with visiting staff to plan and schedule patient visits effectively and efficiently.
  • Plans and schedules ongoing visits and new admissions based on patient needs/preferences and staff availability.
  • Utilizes appropriate level staff for each visit taking into account patient needs, geographical location to minimize staff travel and maintaining patient/staff continuity as much as possible.
  • Plans and schedules any visits on the uncovered list.
  • Proactively works throughout the day to cover/plan for unexpected same day visits, next day or off-shift visits, assuring that patient needs are met. Uses visit trending to anticipate needs and schedules accordingly.
  • Generates service orders at least twice daily.
• Actively maintains assigned team scheduling within electronic medical record.
  • Corrects/adjusts white boards with staff and CTM to accurately reflect staff’s expected work schedule/availability.
  • Completes weekend and off-shift planning as assigned. Minimizes carry-over visits to evenings or weekends whenever possible.
• Provides internal/external customer support, resolving all team based non-clinical customer issues as able.
• Provides clerical support to team in printing/faxing/scanning patient information. Monitors and prints all relevant reports used for visit scheduling purposes.
• Demonstrates ICARE values and behaviors. Promotes positive, supportive, respectful communication to all patients, families, referral sources, physicians, and URMHC staff.
• Maintains patient and staff privacy and confidentiality at all times according to established policy and procedures.
• Utilizes resources, supplies and time efficiently in order to contain costs and increase work process efficiencies. Pursues efforts to reduce/eliminate avoidable costs and errors.
• Prompt notification of scheduling changes to patients and/or PHV staff.
• Manages requests, inquiries and concerns in an expedient and respectful fashion. Handles incoming patient/ family/MD/vendor telephone calls per team/agency protocol.
• Assists PHV staff throughout the day/assigned work hours with non-scheduling tasks.
• Reviews daily SOC/ROC notes and orders for accuracy.
• Reviews any uncovered clinical visits/SOCs/ROCs by 11 am and determines if visit can be rescheduled to evenings/next day or weekends if appropriate. Notifies MD and documents plan in patient record.
• Completes process for hospitalized patients including discharge orders.
• Monitors staffs’ caseloads and collaborates with CTM to support excellent patient care and service and staff satisfaction.
• Reviews follow-up notes and resolves all needed follow-up actions.Completes status calls on high risk patients per team protocol.
• Responsible for the Key Performance Indicators (KPI’s) established by their manager.
• Other duties as assigned.

• Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Education & Experience - Applicants must possess the following qualifications or an equivalent combination of education and experience:

• Education
  • High School diploma or equivalent required.

• Experience
  • Minimum of two years of experience in a community health agency or medical setting preferred

Knowledge, Skill, & Ability Requirements

• Knowledge of medical terminology.
• Excellent customer service skills.
• Strong interpersonal skills and ability to promote positive work environment.
• Ability to work in high volume atmosphere.
• Good organizational, communication and problem-solving skills.
• Excellent communication skills (written and verbal).
• Strong team player with a positive attitude.
• Ability to multitask and effectively prioritize.
• Ability to identify and implement process improvements.
• High self-initiative to problem solve and effective judgment on when to escalate issues.

Technical & Systems/Equipment Proficiencies

• Word processing and basic computer skills.
• Basic computer aptitude and phone handling skills with willingness to learn new technology.
• Ability to learn and possess advanced knowledge and usage of EMR scheduling features and functions required to perform job responsibilities preferred.

Salary Range: $16.63 - $30.69