Central Scheduling Representative

About the role

Handles scheduling-related requests for patients and families using automated call distribution software and protocols to efficiently and accurately schedule appointments, triage general inquiries, and direct callers to the appropriate healthcare needs. Supports Jefferson Health’s commitment to service excellence with a focus on first-call resolution, registration accuracy, and ease of access to all services.

Utilizing an advanced telephony platform, scheduling management system, and care team communication tools, Central Schedulers demonstrate a commitment to service, follow-through, and resolution for a large and diverse patient population. Consistently required to demonstrate accuracy in data collection and entry, critical thinking skills, solution-oriented interactions, and the highest level of customer service.

Responsibilities

• Schedule patient appointments and register patients across the Jefferson Health System in accordance with established clinical and insurance requirements to improve access and care coordination.
• Utilize the Electronic Medical Record (EMR) to complete scheduling and registration, confirm appointments, obtain and/or verify demographic information, verify insurance benefit eligibility, answer inquiries, and resolve user issues in accordance with established protocols to ensure patient safety, compliance, and departmental policies.
• Coordinate orders, referrals, and insurance requirements by obtaining and/or confirming patient information to ensure patients receive maximum benefits for services. Ensure regulatory and compliance requirements following local payor coverage determinations.
• Utilize central scheduling telephony software to efficiently handle assigned call volume or digital requests.
• Maintain qualitative and quantitative individual and team performance targets.

Requirements

• 1 year of previous related experience required.
• Proficiency in the use of computers; typing speed of 35 words per minute.
• Knowledge of medical terminology and terminology used by insurance and managed care health plans.
• Bilingual skills are a plus.
• High School Diploma or GED preferred.

Skills

• Accuracy and Attention to Detail: Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
• Analytical Thinking: Knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of problems and create alternative solutions.
• Calendaring: Knowledge of and ability to use office electronic calendaring software and capabilities.
• Customer Interaction: Knowledge of and ability to utilize practices, tools, and techniques for communicating with customers.
• Customer Service Management: Knowledge of and ability to utilize tools and techniques for maintaining an environment committed to excellent service.
• Decision Making and Critical Thinking: Understanding of issues related to the decision-making process; ability to analyze situations fully and reach productive decisions.
• Effective Communications: Understanding of effective communication concepts; ability to transmit, receive, and interpret ideas, information, and needs accurately.
• Information Capture: Knowledge of processes and ability to identify, capture, and document relevant business information in an organized and retrievable manner.
• Leadership: Ability to work with a group to set objectives, generate allegiance to those objectives, and guide their achievement.
• Listening: Knowledge of effective listening techniques; ability to gather, clarify, and apply information transmitted verbally.
• Relationship Management: Ability to establish and build healthy working relationships with clients, vendors, and peers.
• Teamwork: Understanding of the necessity and value of teamwork; ability to work effectively as part of a team.

Physical Demands

• Lift and carry up to 25 lbs.
• Frequent sitting and standing.
• Frequent keyboard use.
• Patient care providers may be required to perform activities specific to their role, including kneeling, bending, squatting, and performing CPR.

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including:

• Medical (including prescription), dental, and vision insurance.
• Supplemental insurance, life, and AD&D insurance.
• Short- and long-term disability.
• Flexible spending accounts.
• Retirement plans.
• Tuition assistance and access to tuition discounts at Thomas Jefferson University after one year of full-time service or two years of part-time service.
• Voluntary benefits providing access to group rates on insurance and discounts.

All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

Schedule

Workday Day (United States of America)