Patient Scheduling Associate

Position Summary / Career Interest

The Patient Scheduling Associate provides the highest level of customer service as they assist patients with routine scheduling of new and follow-up appointments requested by patients and providers and may also contact patients who have received a specialty referral. The role may include work in a call center setting taking large volumes of patient phone calls.

Responsibilities

• Answers phone calls in a timely manner; provides complete and accurate exam related information to the patient regarding prep and other exam related notes;
• Maintains productivity within benchmark levels;
• Works to achieve a coordinated patient itinerary sometimes consisting of multiple appointments;
• Educates patients on providing medical records and other medical documentation needed for TUKHS appointments;
• Verifies patient demographics and insurance information and verification, completing the Medicare Secondary Payer Questionnaire (MSPQ), scanning document preparation, updating documentation and processing of referrals/order/appointment requests;
• Schedules/reschedules/cancels in person appointments, telehealth visits, surgeries, procedures and/or ancillary services and all incoming department referrals using Epic Cadence decision trees in a courteous, professional and timely manner;
• Supports both front desk and scheduling (telephone and MyChart) workflows;
• May assist patient with MyChart activation and support, including how to complete check-in online prior to the appointment;
• Responsible for supporting patient through self-check-in utilizing MyChart and the EMR;
• Ensures proper front desk coverage until last patient is dismissed from the clinic and any follow-up visits are scheduled;
• Responsible for outpatient clinic direct rooming;
• Collects all point of service collections due per the EMR generated patient estimate including copay, co-insurance, and deductibles;
• Completes standard registration documentation and scanning process in the Health System EMR;
• Efficiently navigates medical records and ensure patient information is up-to-date and accurately entered in the correct location;
• Communicates with the care team and supports staff on various patient issues;
• Supports and participates in patient experience initiatives including marking campaigns and event registration;
• Attends and participates in department clinic daily huddles and process improvement initiatives and any staff training or education activities relating to job position;
• Enters referrals and pre-certifications in hospital information system, makes copies and forwards to appropriate parties;
• Responds to outgoing telephone calls and faxed referrals.

Qualifications

• High School Graduate or GED;
• Six months direct customer service in a health care field preferred;
• College coursework completed towards an Associate’s or Bachelor’s Degree preferred;
• One or more years direct customer service in a health care, hospital or contact center environment preferred;
• Basic computer skills including Microsoft Excel, Word, Outlook and Teams;
• Ability to maintain patient confidentiality;
• High level of customer services skills focusing on problem resolution;
• Time Type Part time;
• Knowledge Requirements Basic computer skills including Microsoft Excel, Word, Outlook and Teams.

Skills

• Fluent English - Ability to read, write, speak, and understand;
• Basic computer skills including Microsoft Excel, Word, Outlook and Teams;
• Ability to maintain patient confidentiality;
• High level of customer services skills focusing on problem resolution;
• Time Type Part time;
• Knowledge Requirements Basic computer skills including Microsoft Excel, Word, Outlook and Teams.