Centralized Scheduler – Call Center

Education
and Experience:

·
High
School or equivalent level of education required.

· Two years relevant of experience
preferred or two years post high school education preferred in Health Care
Administration, Medical Assistant or related field.

Summary: Responsible for scheduling,
canceling, rescheduling and registering of outpatient visits and procedures for
multiple ambulatory clinics, by collecting all necessary information for
schedule and registration preparation. The completions of the responsibilities
listed are handled via phone in a call center setting with a high volume of
daily calls with the patient and or referring physician office. Responsible for the completion of messages
related to, but not limited to, medications and patient requests.

Essential Duties and
Responsibilities:

1

Schedules outpatients in accordance with scheduling guidelines, with the
ability to prioritize according to patient needs.

·
Answers phones from patients/customers professionally and responding to
patient/customer inquiries and complaints.

·
Schedules patients/customers based on scheduling guidelines and medical
appropriateness

·
Receives a high volume of inbound calls with varying degrees of
questions or concerns

·
Researches required information using accessible resources

·
Handling and resolving patient/customer complaints

·
Routing inbound calls to appropriate resources

·
Obtaining and collecting all necessary information from the
patient/customer to schedule and register the patient for an appointment

·
Manages communication and coordination between the patient/customer and
the providers/clinics

·
Manages and escalate priority issues

·
Identifies and communicates need for scheduling modifications and
development.

·
Communicates perceived problem issues to Scheduling Call Center Lead,
and Supervisor.

·
Notifying appropriate personnel of any scheduling change due to patient
cancellation in a timely fashion.

·
Attempts to optimize and increase efficiency of visit or procedure by
recommending potential alternatives

·
Ability to manage urgent calls in such a way that urgent situations
related to the provision of patient care are handled in an appropriate manner

·
Receives and responds to patient and staff needs and complaints
appropriately within the realm of the “patient care” environment, involving
department supervisors and patient representative as needed.

2.

Consults with referring physician’s office to ensure written and/or
electronic orders exist and obtain them as needed

·
Upon receiving the written or electronic order, verifies completeness.

·
Documents instruction of written and or electronic order.

·
Documents in patient’s chart that the ordering physician has been
instructed to send order-will be held responsible by department if not received

·
Makes appropriate decision to instruct referring office to obtain
authorization for the procedure or visit

·
Defers patients or referring offices when needed due to lack of
insurance authorization or out of network status, based on the insurance
guidelines provided by Administration

3. Participates in on-going education
activities to develop, maintain, and enhance professional expertise as
monitored by supervision.

Performance and
Standards of behavior for communication:
·
Adheres to the established Performance Expectations for WVUH Employees in
the areas of People, Service, Performance Improvement, and Shared Values &
Culture.

·
Strive to answer all telephone calls within five rings,
put callers on hold only with their permission, thank callers for waiting, and
introduce a caller and describe the caller’s needs when transferring the caller
to a co-worker.

·
Recognize, appreciate and acknowledge extraordinary
efforts by my co-workers

·
Seek positive solutions to the challenges of working in a
high stress environment through respectful communication and active problem
solving

·
Respond to all patient communications in a timely manner

·
Meets productivity standards set through call center
specific applications that include but are not limited to; service levels based
on response time to call, number of calls received, and abandoned calls
throughout the day that are averaged per month

Physical Demands: The physical demands
described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.

·
Ability to sit for extended periods of time.
·
Hearing (aid permitted) – must be able to function without use of lip
reading.
·
Visual acuity (corrected) – keen for both distant and near
objects/individuals (i.e. ability to read small print)

Work Environment: The work environment
characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.

§
Working closely with others

§
Normal office setting with electrical equipment (i.e. telephone,
personal computer, copier, fax machine, etc.)

§
Computer Software/Systems include but are not limited to:

§ Microsoft Office
Professional Suite (Outlook, Word, Excel, Access)

§ Internet Explorer

§ EPIC
§

HPF

Knowledge, Skills and
Abilities:
·
Strong
EPIC skills, including Cadence, Referrals and Prelude preferred

·
Knowledge
and understanding of medical terminology preferred

·
Knowledge
of third party payors and insurance preferred

· Requires critical thinking
skills, analytical skills

· Ability to work under minimal
supervision

· Requires strong
communication, customer service, interpersonal skills and telephone etiquette

· Must be able to take
appropriate action in a stressful environment

·
Able
to react effectively and calmly in emergencies

·
Motivation and drive for continuous development of self

·
Cooperatively interacts with the health care team to support and
contribute to the shared group goals

·
Able
to maintain patient/customer confidentiality