Patient Scheduling Specialist

About the role

The Patient Scheduling Specialist in call center location monitors incoming call volume throughout the day and assigns staff accordingly to various scheduling duties. Specialist may also function as an associate/representative as needed. Patient Scheduling Specialists located in Clinic locations are responsible for creating a seamless experience by coordinating and scheduling appointments for patients; including imaging, laboratory, clinic, infusion, treatment, and/or procedures. The Specialist is an important member of the physician's care team and critical in creating a pleasant patient experience within an ambulatory clinic.

Responsibilities

• Responds to a high-volume of incoming telephone calls.
• Responsible for accurate scheduling/re-scheduling/cancellations of patient visits; including clinic appointments (in person and telehealth), treatments such as (chemotherapy, radiation therapy, surgeries, procedures and/or ancillary services) using extensive knowledge of appointment types, locations, providers and specialties.
• Verifies referring physician orders against scheduled appointments for accuracy.
• Communicate with Financial Advisor when the patient has concerns/questions about financial responsibility for appointments /treatments/procedures scheduled.
• Schedules referral appointments for external offices, faxes/sends necessary referral and medical records to referred physician office utilizing specialty software modules such as Beacon, .
• Handles calls as needed to ensure department meets service level goals.
• Identifies urgent customer needs or operational issues, and escalates appropriately.
• Provides courteous and timely reponse to scheduling requests via electronic patient communication/ interactions including MyChart messages and Artera text messaging platform.
• Monitors daily call volume to assign staff based on fluctuations.
• Schedules follow up internal and external diagnostic and therapeutic orders creating a patient itinerary based on provider orders.
• Attends and actively participates in staff training or educational activities relating to job role.
• Attends and participates in department clinic daily huddles and process improvement initiatives.
• Understands patient experience performance expectations for ease of scheduling appointment, degree to which you were informed of delays, likelihood to recommend practice, courtesy of front desk and staff worked together for your care.

Qualifications

• High School Graduate or GED.
• 2 or more years of progressively responsible and directly related work experience in a healthcare setting OR some combination of health care or contact center experience including 1 year in a UKHS patient scheduling position.
• Proven ability to effectively schedule for situations with interval timing of appointments for complex care regimens.
• Proficient in navigating EPIC EMR to include MyChart messaging as well as use additional scheduling modules (e.g. Beacon Scheduling Orders.)

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.

Benefits

Not specified.

Pay

Not specified.

Schedule

Full time.