Mammography Scheduler - Full Time

About the Role

This position requires excellent customer service skills to work directly with patients, ensuring a positive experience. The role involves scheduling, rescheduling, and canceling mammography appointments, as well as scheduling additional imaging studies following a screening mammogram. You will correctly enter providers’ orders in Epic and the mammography scheduling system, handle physician referrals, and manage patient portal requests. Additionally, you will update Epic health maintenance for mammography as recommended by radiologists.

Strong interpersonal skills, including a clear speaking voice, are essential for effective communication. You will greet callers warmly, provide directions, and interact with patients, visitors, and co-workers in a positive and professional manner.

Responsibilities

• Maintain open communication with supervisory staff, clinical services, and providers to ensure high patient satisfaction and customer service.
• Promote high morale by acting as a role model, researching errors and complaints, and providing feedback to supervisory staff.
• Function independently in the absence of a supervisor and make recommendations for process improvements.
• Attend meetings and training sessions to stay current with protocols and department needs.
• Follow HIPAA privacy policy guidelines.
• Handle incoming and outgoing calls to schedule or reschedule appointments, and manage phone calls, faxes, voicemail messages, and emails professionally and timely.
• Verify and update patient demographic information, including addresses, phone numbers, and emergency contacts, while avoiding duplicate records.
• Obtain and verify patient insurance information using the current Insurance Grid to ensure the clinic is contracted with the patient’s carrier.
• Verify payment sources and ensure accurate case setup (e.g., liability, workers' compensation, agency grants, employer, or legal).
• Confirm HMO authorizations or referrals when applicable and follow the NOI grid for self-pay patients.
• Advise patients to bring co-payments if applicable.

Requirements

• Demonstrate appropriate technical skills to utilize Epic and the mammography scheduling system.
• Possess excellent public relations skills to communicate effectively with internal and external clients, including clear speaking and good listening skills.
• Follow and uphold policies and procedures, including confidentiality, personal appearance, and parking guidelines.
• Work independently with good judgment, discretion, and decision-making skills.
• Maintain an acceptable attendance record; be punctual and reliable.
• Attend mandatory departmental meetings and training sessions.
• Adapt to new situations and changing work responsibilities, occasionally on short notice.
• Be open to suggestions and constructive criticism, and utilize input from others.
• Resolve conflicts by seeking acceptable solutions.
• Continually gain expertise on the job and be receptive to new work assignments.
• Put forth effort to acquire new or broader job knowledge through on-the-job opportunities or available training.

Qualifications

• High school graduate or GED equivalent (education and experience must be within the last five years).
• Preferred: Understanding of medical, insurance, and legal terminology.
• Preferred: 1+ years of customer service experience in a related field.
• Preferred: 1+ years of experience in medical appointment scheduling.
• Preferred: 1+ years of experience in insurance verification.
• Preferred: 1+ years of experience in billing/payment processing.
• Must meet department standards for general abilities and typing tests; accurate keyboard skills are required.
• Knowledge of Windows-based computer applications.
• Detail-oriented with the ability to access data from varied resources and programs.
• Professional manner and appearance.

Work Environment and Physical Demands

• Work in a team environment within a large, single room, either in a work cubicle or a single office.
• Sedentary work involving sitting for the majority of the time.
• Ability to multi-task and adjust work pace to meet patient volume demands in a fast-paced environment while demonstrating tact, courtesy, and discretion.
• Able to get up and down from a chair and walk to equipment.
• Exert a negligible amount of force to move objects; occasionally exert up to 10 pounds.
• Able to lift, carry, push, pull, or stretch to retrieve and handle documentation or objects.
• Able to lift documentation or objects from a lower-to-higher position or move objects horizontally.
• Able to use a computer keyboard and mouse.
• Able to extend hand(s) and arm(s) in any direction and perform continuous fine hand manipulation/motion.
• Must be able to wear a headset.
• Communicate or exchange instructions/information by spoken word accurately and discreetly.
• Able to perceive sounds at normal speaking levels with or without correction.
• Close visual acuity required for activities such as viewing a computer terminal, reading, and utilizing phone systems.

Travel

No travel is expected; however, occasional travel may be necessary to attend meetings or training sessions.