Patient Scheduling Representative

Patient Scheduling Representative Bell Hospital, Indian Creek Main

The Patient Scheduling Representative is responsible for creating a seamless patient experience by coordinating and scheduling appointments for patients. This is a more experienced scheduler that can function across multiple departments and may be floated to cover areas based on staffing needs. This position may mentor lower level staff in need of additional training. The Patient Scheduling Representative may work out of a call center or one of the health system's outpatient clinics. This position may schedule appointments for imaging, laboratory, clinic, infusion, treatment and procedures while demonstrating teamwork and effective communication throughout the process. Procedures may include surgery, ambulatory surgery center appointments and the GI departments. Monitors and responds to appointment requests within the electronic medical record (EMR) workqueues, while also working as a part of the clinical team to answer incoming calls and messages from both clinicians and patients. Responsible for scheduling all referral appointments to external offices and sending necessary referral and medical records to the referred office/physician. This position may also be required to leverage additional scheduling systems to coordinate schedules for patient care.

Responsibilities and Essential Job Functions

• Position responds to a high volume of incoming telephone calls. Responsible for accurate scheduling/rescheduling / cancellations of patient visits; including clinic appointments (in person and telehealth), treatments such as (chemotherapy, radiation therapy, surgeries, procedures and or ancillary services) using extensive knowledge of appointment types, locations, providers and specialties.
• Responsible for registration of patient (prior to visit and/or upon arrival); including entering/updating demographics, insurance verification, document scanning, and processing of referrals. Educates patients on providing medical records and other medical documentation needed for TUKHS appointments. Schedules referral appointments for external offices, faxes/sends necessary referral and medical records to referred physician office utilizing specialty software modules such as Beacon.
• Completes daily reminder calls to patients prior to the day of service. Assists with daily charge audits as directed. Assists with maintaining and organizing various logs, records, and miscellaneous data as directed.
• Prepares patient charts prior to the day of service to include reports, office notes, etc. Contacts manufacturer representatives to notify them of scheduled procedures when applicable. Maintains calendar within the scheduling system to reflect accurately. Prepares and distributes schedules as required and in a timely manner.
• Scheduling at this level is often for multiple/cyclical events (e.g. laboratory tests, radiologic imaging, and procedures, etc) at correct intervals to clinic and treatment appointments. Scheduling must be verified with referring physician orders for accuracy. Familiar with and demonstrates ability to effectively use the automated scheduling program and keep current with changes, updates, revisions, etc.
• Diligently and efficiently manages scheduling workload from assigned Appointment Request Workqueue (WQ), filters and prioritizes appointment requests per specialty standards keeping close communication with the providers and clinical team members and support staff on various patient issues and to verify any change requests and ensure continuity of care.
• Demonstrates ability to schedule procedures in a manner to maximize utilization of available time and meet needs of the physician / patient. Is responsible for communicating and clarifying information or schedule changes to appropriate persons to facilitate minimal scheduling errors.
• Learns and builds knowledge and understanding of scheduling guidelines, patient registration, pre-certification requirements and basic levels of health insurance and billing procedures. Maintains knowledge of order entry and scanning capabilities as needed.
• Identifies urgent customer needs or operational issues, and escalate appropriately. Accurately documents and routes calls to the proper department.
• Communicate with Financial Advisor when the patient has concerns/questions about financial responsibility for appointments /treatments/procedures scheduled. Direct patients to call insurance provider for copay or benefits information or transfer callers to Financial Advisor for specific payment inquiries, including self pay plans.
• Responsible for checking out patients from clinic visit, providing options for receipt of after visit summary and support for EMR patient portal (EPIC MyChart) sign up.
• May be assigned to work Appointment Request WQ, including proper filtering and prioritization in accordance with specialty standards, or manages department Scheduling Inbasket and voicemails. Engages with patients in a courteous and timely manner; provides complete and accurate information to patient regarding prep and other exam related notes. Responds to scheduling requests via electronic patient communication/interactions including MyChart messages and Artera test messaging platform.
• May assist with orienting new employees to the scheduling process and does so in a positive, helpful, and accurate manner. May train new employees on department, POD, and clinic-specific operational protocols and workflows using approved materials and approaches."
• Builds and maintains trusting relationships with provider and clinical team to provide holistic and patient centered scheduling services, while advocating for patient's needs (transportation, financial, logistical) and coordinating care appointments across multiple campuses. Maintains a customer friendly relationship with office personnel and accommodates requests in a customer friendly manner. Able to effectively adjust the schedule to provide a workable, smooth schedule on a daily basis.
• Employees in this position may float across multiple scheduling teams/specialities based on daily staffing needs.
• Attends and actively participates in staff training or educational activities relating to job role.
• Follows all regulatory and compliance standards, documented protocols and guidelines.
• Must meet the competencies for this role before being eligible for advancement to next level scheduling role.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.

Required Education and Experience

• High School Graduate or GED.
• 2 or more years of progressively responsible and directly related work experience in a healthcare setting OR
• 1 or more years of direct customer service in a healthcare or contact center AND
• 1 or more years of UKHS patient service scheduling experience
• Proven knowledge of EPIC EMR scheduling or other scheduling systems

Preferred Education and Experience

• College coursework completed towards an Associate's or Bachelor's Degree
• 3 or more years of records keeping (preferably in medical field)
• 3 - 5 years in a healthcare facility
• Previous healthcare experience

Preferred Language Skills

• - If bilingual-Documented proof of competencies via language proficiency assessments

Knowledge Requirements

• Ability to read, write, speak, and understand English.
• Basic computer skills including Microsoft Excel, Word, Outlook, and Teams
• High level of customer service skills focusing on problem resolution