Contact Center Medical Scheduler

• Responds to patient/physician/medical offices’ general information request and/or inquiries. Transfer non-applicable calls to appropriate internal departments to ensure patient satisfaction.
• Processes WestMed’s online task in an efficient and, timely and accurate manner
• Develop and maintain a working knowledge of all medical specialties as they relate to the position.
• Accurately transmit detailed written communications in a clear and concise manner to site staff and physicians via our medical databases.
• Adhering to the current system guidelines, policies and procedures when meeting the needs of any and all calls you encounter throughout the work day.
• Fully proficient in the technological areas required to perform daily essential duties.
• Able to perform additional general office responsibilities as assigned or required.
• Handles inbound contacts appropriately by providing a high quality patient experience.
• Communicates effectively and in a professional manner

KEY COMPETENCIES REQUIRED:

Customer / Patient Service

Acknowledges patients/customers promptly in a warm, courteous manner; proactively offers to help and responds to requests for help; receives and answers patients/customers in a calm, reassuring manner. Focuses attention on patient’s exclusively while on a call. Answers phones, returns calls, and responds to in-person questions promptly. Provides accurate information while demonstrating empathy, to any and all callers on a daily basis. Takes appropriate actions to ensure focus is quality patient care while treating patients, co-workers, physicians, practitioners, and colleagues as “customers” with stout professionalism. Performs all responsibilities courteous at all times when performing daily responsibilities and adheres to all WMG customer service standards.

HIPAA, Confidentiality and Infection Control Compliance

Follows HIPAA guidelines at all times as it relates to patient information, documents and or any PHI. Adheres to HIPAA privacy mandates; adheres to confidentiality policy.

Problem Solving and Judgement

Demonstrates ability to determine best course of action for resolving issues based on presenting situation; able to assess and view situations from variety of perspectives; can dig deep to identify the real issues; solves problems and/or seeks appropriate guidance to solve problems; able to work independently and make appropriate decisions in absence of “supervisor”.

Communication

Communicates effectively and clearly both verbally and in writing; conveys information and responds to all in a credible, professional, and clear manner; speaks respectfully to all; keeps others informed of relevant issues; shares information; Uses active listening skills; uses facial expressions, body language and tones of voice that convey positive messages; maintains calm in conflict situations, handling situations and people with tact and professionalism; writes accurate, understandable messages.

Dependability

Reliable when it comes to attendance and punctuality; if going to be late or absent, calls supervisor in advance; respects how others on team will be impacted by lateness or absentiism or schedule changes; present and accessible during scheduled hours.

Team Work

Pitches in when help is needed and offers assistance to other team members; builds and maintains constructive relationships; engages in behaviors that support working together as a team; able to see things from another’s perspective; demonstrates work flexibility for good of WMG/team regarding locations, functions, and hours; demonstrates an awareness and sensitivity to cultural diversity.

Professional Appearance

Takes pride in professional demeanor and appearance; wears appropriate attire/uniform and name tags; takes pride in appearance and cleanliness of work area; keeps work area organized with necessary clinical and non-clinical materials.

Willingness to Learn/Continuous Learning

Demonstrates ability to learn new things in stated time-frame; demonstrates willingness and ability to adapt to new processes, policies and technology changes; keeps up-to-date with all required education, certification, licenses; assesses and identifies own learning needs.

Required Qualifications
GENERAL QUALIFICATION STANDARDS & JOB REQUIREMENTS: Education/Certifications/Licenses:

• Must have a two (2) or four (4) year degree or equivalent.
• Three (3) year experience in a medical contact center or related field required.

P erformance Standards for Specialty knowledge, Skills & Abilities:

• Develop strong familiarity with medical contact center processes and procedures
• Working knowledge of computer programs, software and databases
• Excellent data entry capability
• Strong interpersonal skills
• Ability to plan, prioritize and complete delegated task as they were assigned in an accurate and professional manner
• Multi-tasking to be defined as but not limited to talking-typing-following instruction while on a call.

PHYSICAL JOB REQUIREMENTS:

While the following attempts to communicate the traditional physical demands associated with this position, The Company will consider varying such requirements whenever necessary to provide individuals with disabilities an equal employment opportunity.

Physical Demands:

Standing: Less than 1/3 of the time

Walking : Less than 1/3 of the time

Sitting: Greater than 2/3 of the time

Using hands to finger, handle, feel: Greater than 2/3 of the time

Reaching with hands and arms: Less than 1/3 of the time

Speaking or Hearing: Greater than 2/3 of the time

Visual: Other

This description is intended to provide basic guidelines of work performed by employees assigned to this job, which may vary by individual department and sites. It is not intended to include all duties, responsibilities and qualifications. And, the omission of specific statements of duties does not exclude them from the position or performance review. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.

All employees are responsible for reading and abiding by the Policies and Procedures provided by leadership at time of hire.