Healthcare Scheduler

About the role

Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care – and the people who choose to take on this challenge.

Responsibilities

• Answer inbound calls, schedule, reschedule and cancel patient appointments as required.
• Answer patients’ questions regarding basic medical questions and procedures.
• Provide instructions to patients to ensure they are prepared for examinations and procedures and confirm patient appointments.
• Communicate well with patients and provide extraordinary customer service.
• Work with multiple scheduling systems simultaneously, staying organized while viewing eight or more windows at a time.
• Handle high-volume inbound calls (50+ per shift) back-to-back.
• Assist or cross-train in other scheduling departments when needed.
• Schedule medical appointments by coordinating patients, providers, facility resources, ancillary staff, records, referrals, authorizations and payers.
• Receive and initiate calls to/from patients, providers, provider offices and facilities, following established scheduling procedures and protocols.
• Schedule appointments, tests and/or procedures using electronic medical record/scheduling software according to clinical staff and scheduling standards.
• Identify alternative schedule solutions when a patient’s preference is unavailable, while adhering to procedures and ensuring patient safety.
• Obtain patient demographics, insurance information and necessary documents required for authorizations, referrals or other data as determined by facilities and insurance carriers.
• Document all necessary and accurate data during the intake/registration process and acquire pertinent patient medical information in accordance with procedural guidelines.
• Provide patients with information, pre- and post-test instructions, appointment location and directions; answer questions within guidelines and protocols; refer questions to medical offices as appropriate.
• Ensure patients have “no surprises” at point of service by setting payment expectations and providing estimated payment details where applicable.
• Communicate and build impactful relationships through written, digital and verbal channels with patients, facilities, providers and clinical colleagues to ensure an easy, empathetic, solution-oriented patient experience.
• Anticipate patient and provider needs and respond accordingly.
• Solicit, label, store and manage scanned documents and orders received from physician offices in the document imaging software system; ensure documents are received prior to appointments and orders comply with facility policy.
• Where applicable, collect pre-payments and verify insurance coverage to ensure “no surprises” and enable patient ease.
• Service inbound and outbound customer and staff communications for all facilities in the states in which they operate.
• Work with various departments and staff to provide accurate managed care information.

Requirements

• High school diploma/GED or equivalent working knowledge.
• Minimum of 1 or more years of customer service or related experience in a healthcare setting, such as medical office/clinic or hospital scheduling; acceptable alternatives include lab, medical transcription, medical assistant or receptionist in a medical setting.
• Demonstrated ability to provide essential customer service and knowledge in a high-paced inbound contact center environment.
• Ability to use technology tools to research and obtain accurate information to respond to customer inquiries via incoming calls, emails and/or instant messaging/chat while maintaining a professional, solutions-oriented demeanor.
• Effective ability to build customer loyalty through positive interactions and provide an easy experience.
• Demonstrated ability to utilize computer and typing skills.
• Excellent interpersonal and communication skills to maintain a positive and helpful attitude with customers, providers and clinic operations.
• Ability to follow oral and written directions related to the functions listed above.
• Ability to acquire and utilize a sound knowledge of the company’s customer information systems.
• Excellent organizational and time management skills.
• Accurate and efficient keyboarding skills; ability to work effectively with common office software.
• Effective teamwork skills and ability to meet deadlines and productivity standards.

Preferred Qualifications

• Experience in an inbound call center or scheduler in a practice management environment.
• Knowledge of payor contract terms and processes.
• Familiarity with medical terminology.
• Additional related education and/or experience.

Training

• Remote training schedule: Monday–Friday, 8:00 AM–4:30 PM; may vary by department needs.
• Equipment provided; cameras required during trainings and meetings.
• Shifts are not flexible to accommodate personal appointments during the day.

Schedule

• Full-time shifts vary between 6:00 AM–7:00 PM, Monday through Friday, depending on department needs.
• A Saturday 5-hour shift (8:00 AM–1:00 PM) may be required for some departments.

Pay

Estimated pay range: $19.06 – $28.60 per hour. Actual pay at offer will be based on years of relevant work experience, education, certifications, skills and geographic location, along with a review of current employees in similar roles to ensure pay equity.