Scheduling Associate - Part-Time

About the role

Performs Scheduling and Pre-Registration functions in a timely and accurate manner in a call center setting: working with provider office teams to coordinate care and communicate with patients to obtain information necessary to schedule and/or register patients. Creates patient estimates for scheduled services, exhibits knowledge of insurance benefits, educates patients on out-of-pocket responsibility and financial assistance/payment options. Provide excellent customer service and answer patient questions and resolve issues. Initiates patient requests using Epic Telephone Encounters to support the clinical team in completing prescription refill requests, medical records and general questions for the clinical team.

Responsibilities

• Competently meets Not Ready target and handles appropriate volume of phone calls per shift.
• Follows regulatory and departmental procedures to ensure patient safety including use of decision trees, scheduling protocols, collection of data and messaging.
• Meets call quality targets and follows required scripting, including AIDET+P, anticipate customer needs, consistent and positive interactions with patients and coworkers.
• Works proficiently and competently, and exceeds accuracy targets with no critical errors.

Minimum Job Requirements

• High School Degree or GED
• 2–3 years Customer Service
• 1–2 years Clerical, Other, Healthcare and/or Insurance industry
• Ability to operate multiple computer applications
• Excellent verbal and written skills
• Effective problem solving
• Customer Service experience

Working Conditions

• Climbing – Rarely
• Hearing: Conversation – Frequently
• Hearing: Other Sounds – Frequently
• Kneeling – Rarely
• Lifting <10 Lbs. – Occasionally
• Lifting <50 Lbs. – Occasionally
• Pulling – Occasionally
• Pushing – Occasionally
• Reaching – Occasionally
• Sitting – Occasionally
• Standing – Frequently
• Stooping – Occasionally
• Talking – Frequently
• Use of Hands – Frequently
• Color Vision – Frequently
• Visual Acuity: Far – Frequently
• Visual Acuity: Near – Consistently
• Walking – Frequently

TriHealth SERVE Standards and ALWAYS Behaviors

• Serve: ALWAYS… Welcome everyone by making eye contact, greeting with a smile, and saying “hello.” Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist. Refrain from using cell phones for personal reasons in public spaces or patient care areas.
• Excel: ALWAYS… Recognize and take personal responsibility to address and recover from service breakdowns when a customer’s expectations have not been met. Offer patients and guests priority when waiting (lines, elevators). Work on improving quality, safety, and service.
• Respect: ALWAYS… Respect cultural and spiritual differences and honor individual preferences. Respect everyone’s opinion and contribution, regardless of title/role. Speak positively about my team members and other departments in front of patients and guests.
• Value: ALWAYS… Value the time of others by striving to be on time, prepared and actively participating. Pick up trash, ensuring the physical environment is clean and safe. Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.
• Engage: ALWAYS… Acknowledge wins and frequently thank team members and others for contributions. Show courtesy and compassion with customers, team members and the community.