Scheduling Access Representative

About the role

This role is an active member of the access team and works to welcome patient families to Children's Medical Group for appointment scheduling following the scheduling modules. The position serves as a liaison between patient families and the clinic, reporting to the CMG Contact Center Supervisor and collaborating with the Regional Access Specialist and clinic leadership for optimal outcomes.

Responsibilities

• Provides exceptional patient experience by assisting patients, parents, providers, and other staff, following scheduling modules and the Patient Experience Promise.
• Utilizes EPIC scheduling applications and work queues to facilitate appointment scheduling, wait list management, reschedule lists, cancelled appointments, registration work queues, patient communication/texting platform, and In Basket Review.
• Supports registration of patients and/or legal guardians with a MyChart account and access.
• Secures appropriate release of information authorization and maintains HIPAA compliance.
• Enters all registration information accurately and completely per Appointment Scheduling Module and Complete Registration Document, including demographics, proper consent, insurance cards/information, as applicable.
• Maintains proficiency with EPIC and other required applications or competencies.
• Adheres to the Children’s Organizational Code of Ethics and ensures compliance with policies, regulations, and laws applicable to Children's business.
• Assists and supports other primary care locations as requested by leaders and/or the Children’s Medical Group float policy.

Requirements

• High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED).
• Less than 1 year of related work experience in a healthcare setting (preferred experience within a contact/call center setting).

Skills

• Knowledge of medical terminology, medical menu software, medical billing, patient scheduling, and business office procedures preferred.
• Excellent interpersonal skills to assist patients, parents, physicians, and other staff.
• Good concentration skills to serve a variety of people in a fast-paced environment and handle incoming calls efficiently and accurately.
• Flexibility to prioritize efforts and meet the needs of patients, parents, physicians, and other staff.
• Ability to work independently with limited in-person oversight while meeting quality metrics and identified measures.
• Ability to sit for extended periods while performing duties; may be required to stand for extended periods and lift up to 25 pounds.