Patient Scheduling Representative

About the role

The Patient Scheduling Representative is responsible for creating a seamless patient experience by coordinating and scheduling appointments for patients. This is a more experienced scheduler that can function across multiple departments and may be floated to cover areas based on staffing needs. This position may mentor lower level staff in need of additional training.

Responsibilities

• Responds to a high volume of incoming telephone calls.
• Schedules and reschedules patient visits, including clinic appointments (in person and telehealth), treatments, and procedures.
• Registers patients (prior to visit and/or upon arrival); including entering/updating demographics, insurance verification, document scanning, and processing of referrals.
• Edits patient education on providing medical records and other medical documentation needed for TUKHS appointments.
• Schedules referral appointments for external offices, faxes/sends necessary referral and medical records to referred physician office utilizing specialty software modules such as Beacon.
• Delivers expert knowledge regarding clinic-specific processes & communicates using medical terminology and grammar accurately.
• Completes daily reminder calls to patients prior to the day of service.
• Affixes to daily charge audits as directed.
• Maintains various logs, records, and miscellaneous data as directed.
• Prepares patient charts prior to the day of service to include reports, office notes, etc.
• Contacts manufacturer representatives to notify them of scheduled procedures when applicable.
• Maintains calendar within the scheduling system to reflect accurately.
• Prepares and distributes schedules as required and in a timely manner.
• Schedules at this level is often for multiple/cyclical events (e.g. laboratory tests, radiologic imaging, and procedures, etc) at correct intervals to clinic and treatment appointments.
• Scheduling must be verified with referring physician orders for accuracy.
• Familiar with and demonstrates ability to effectively use the automated scheduling program and keep current with changes, updates, revisions, etc.
• Diligently and efficiently manages scheduling workload from assigned Appointment Request Workqueue (WQ), filters and prioritizes appointment requests per specialty standards keeping close communication with the providers and clinical team members and support staff on various patient issues and to verify any change requests and ensure continuity of care.
• Communicates and clarifies information or schedule changes to appropriate persons to facilitate minimal scheduling errors.
• Learns and builds knowledge and understanding of scheduling guidelines, patient registration, pre-certification requirements and basic levels of health insurance and billing procedures.
• Maintains knowledge of order entry and scanning capabilities as needed.
• Identifies urgent customer needs or operational issues, and escalates appropriately.
• Accurately documents and routes calls to the proper department.
• Communicate with Financial Advisor when the patient has concerns/questions about financial responsibility for appointments /treatments/procedures scheduled.
• Direct patients to call insurance provider for copay or benefits information or transfer callers to Financial Advisor for specific payment inquiries, including self pay plans.
• Responsible for checking out patients from clinic visit, providing options for receipt of after visit summary and support for EMR patient portal (EPIC MyChart) sign up.
• May assist with orienting new employees to the scheduling process and does so in a positive, helpful, and accurate manner.
• May train new employees on department, POD, and clinic-specific operational protocols and workflows using approved materials and approaches.
• Builds and maintains trusting relationships with provider and clinical team to provide holistic and patient centered scheduling services, while advocating for patient's needs (transportation, financial, logistical) and coordinating care appointments across multiple campuses.
• Maintains a customer friendly relationship with office personnel and accommodates requests in a customer friendly manner.
• Able to effectively adjust the schedule to provide a workable, smooth schedule on a daily basis.
• Employees in this position may float across multiple scheduling teams/specialities based on daily staffing needs.
• Attends and actively participates in staff training or educational activities relating to job role.
• Follows all regulatory and compliance standards, documented protocols and guidelines.

Qualifications

• High School Graduate or GED.
• 1 or more years of progressively responsible and directly related work experience in a healthcare setting OR some combination of direct customer service in a health care or contact center including 6 months of experience in a UKHS patient scheduling position.
• Proven knowledge of EPIC EMR scheduling or other scheduling systems.
• Preferred Education and Experience:
  • College coursework completed towards an Associate’s or Bachelor’s Degree.
  • 3 or more years of records keeping (preferably in medical or radiology field).

Skills

• Ability to read, write, speak, and understand English.
• Basic computer skills including Microsoft Excel, Word, Outlook, and Teams.
• High level of customer service skills focusing on problem resolution.
• Time Type: Full time.

Important Information For You To Know

The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally-protected status. See also Diversity, Equity & Inclusion.

The health system provides reasonable accommodations to qualified individuals with disabilities. If you need to request reasonable accommodations for your disability as you navigate the recruitment process, please let our recruiters know by requesting an Accommodation Request form using this link asktalentacquisition@kumc.edu.

Employment with the health system is contingent upon, among other things, agreeing to the health-system-dispute-resolution-program.pdf and signing the agreement to the DRP.

Need help finding the right job? We can recommend jobs specifically for you! Create a custom Job Alert by selecting criteria that suit your career interests.