Scheduler Representative II

Work Location: Shelby Medical Center

Schedule

Monday–Friday, Day Shift, no weekends

Responsibilities

• Accurately schedule complex diagnostic and/or surgical procedures.
• Conduct physician office and patient interviews; explain hospital procedure guidelines and policies.
• Coordinate with clinical departments on schedule modifications.
• Obtain complete and accurate clinical, demographic, and financial information during the scheduling process.
• Enter data in scheduling system or other applications.
• Provide customers with prep and other appointment instructions.
• Follow guidelines for special requests, STAT, and schedule modification procedures; coordinate communications with clinical areas to accommodate customer requests.
• Answer telephone calls according to designated scripting for the scheduling process.
• Maintain positive customer service at all times; refer unresolved issues to appropriate supervisor.
• Notify customers of physician orders, pre-authorization, and other financial clearance requirements.
• Perform functions of other PASU or registration tasks when requested.

Requirements

• Minimum typing skills of 35 wpm.
• Demonstrated working knowledge of software, systems, and equipment.
• Knowledge of hospital environment and internal relationships preferred.
• Advanced customer service skills and experience.
• Ability to work in a call-center environment.
• Ability to receive and express detailed information through oral and written communications.
• Course in Medical Terminology required.
• Advanced understanding of surgery procedure scheduling preferred.
• High achievement in productivity.
• Build and maintain collaborative relationships with internal and external clients to improve communication, productivity, and accuracy.
• Identify opportunities to improve patient relations and streamline scheduling processes.
• High-level problem-solving and analytical skills, technical accuracy, excellent communication skills, and the highest ethical standards.
• As applicable and permitted by law, obtain and provide confirmation of all required vaccinations and screenings prior to employment (e.g., COVID-19, influenza, and any future required vaccines).

Qualifications

• High School Diploma or equivalent.
• 2–5 years of administrative experience in a medical facility, health insurance, or related area.
• 3+ years in Patient Access/Scheduling preferred.
• Some college coursework preferred.

Physical Demands

• Must be able to sit at a computer terminal for extended periods.
• Occasionally lift and carry items weighing up to 25 lbs.
• Frequent prolonged standing, sitting, and walking.

Work Environment

• Hospital administration setting.
• May work in patient care locations with potential exposure to life-threatening patient conditions.
• Must be available to work hours and days as needed based on departmental or system demands.
• Resolves physician office and patient issues; may experience extreme patient volumes and uncooperative patients.