Registration & Scheduling Specialist - Hamilton Family Medicine Associates

Job Description

Essential Duties & Responsibilities including but not limited to:

• Registers all new and established outpatients upon arrival, verifying, collecting co-payments, and updating required information where needed.
• Collects and data-enters information with high degree of accuracy.
• Statuses all appointments at the time of check-in. Confirms that all appointments are statused by the end of the business day to ensure that all appointments may have appropriate charges posted.
• Enters all future appointment requests and indicates patient preferences or exclusions for dates and/or times. Schedules multiple appointments in the proper sequence and within appropriate time frames.
• Regularly rounds with patients in waiting areas and provides patients with status updates as they relate to appointment wait times and changes.
• Maintains patient waiting areas for cleanliness and appearance.
• Schedules patients and creates access in collaboration with the Access Center at LHMC.
• Meets established department productivity standards.
• Floats to other areas as needed based on staffing and volume.
• Answers the phone and registers patients in-person utilizing AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank You).
• Manages incoming calls professionally.
• Maintains a professional and courteous manner and provides communication in a manner consistent with customer satisfaction, service excellence strategies, and Lahey Standards of Behavior.
• Escalates questions/issues to appropriate resources in order to facilitate access and patient/provider satisfaction.
• Works on the scheduling work queues and recall lists by calling patients to set up appointments.
• Provides each patient with appropriate paperwork per clinic.
• Maintains flexibility by adjusting schedule to meet the needs of the department.
• Administers MSPQ Survey to all Medicare patients, in accordance with Medicare and Lahey Clinic guidelines.

Minimum Qualifications

• Education: High school diploma or equivalent
• Licensure, Certification & Registration: None
• Experience: A minimum of 1 year of experience in a high volume customer service related position.
• Skills, Knowledge & Abilities: Strong customer service skills, strong PC skills, effective written and verbal communication skills, ability to multi-task

Pay Range

$20.00 – $26.92