Scheduling Coordinator

About the Role

Tennessee Oncology, one of the nation’s largest community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established in 1976 in Nashville, Tennessee Oncology’s mission is to provide access to high-quality cancer care and the expertise of clinical research for all patients at convenient locations within their community.

We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.

Responsibilities

• Answer telephones and greet patients in a courteous, efficient manner.
• Route calls/messages to the appropriate discipline/department.
• Follow policy and procedures outlined by management to ensure standardization of processes across all clinics.
• Conduct patient check-out workflow, following policy and procedures.
• Follow complex scheduling guidelines and interpret orders and treatment plans into appropriately scheduled appointments.
• Distribute appropriate documents to patients and provide scheduling and preparation details.
• Properly track patients in EHR for next location and ensure patients are not missed.
• Ensure canceled and missed appointments are followed up and properly documented.
• Schedule patient appointments, including internal and external (e.g., clinic appointments, inside referrals, outside referrals, radiology appointments, procedures, hospital admits, virtual tumor boards).
• Run and/or work daily reports to identify patients with unscheduled orders (e.g., unscheduled report, radiology report, refer to internal and external reports).
• Perform tasks related to Governmental, Insurance, and Quality Initiative Programs:
  • Ensure communication is distributed to patients regarding program details.
  • Generate and distribute to external providers a Clinical Summary from the Electronic Health Record (EHR).
  • Communicate information regarding Patient Engagement Portal and assist with the registration process.
  • Maintain communication with the pre-certification team for urgent cases and denial/peer-to-peer requests.
  • Ensure proper billing document(s) is faxed with diagnostic order if the patient is on study.
  • Follow standard operating procedure (SOP) for external follow-ups.
• Demonstrate excellent customer service and respond promptly to patient, physician, manager, clinic, and other department requests.
• Communicate with other staff members using the Instant Messaging System.
• Scan documents into the Electronic Health Record when necessary.
• Send portal invites as needed.
• Travel/floating to other clinics for business needs as required.
• Maintain and ensure confidentiality of patient information.
• Adhere to all Tennessee Oncology policies and procedures.
• Perform other duties as assigned.

Requirements

• High school graduate or equivalent with GED.
• 2 years of previous professional office experience with customer service experience required.
• Electronic Medical Records experience strongly preferred.
• Experience with electronic medical scheduling preferred.
• Knowledge of medical terminology preferred.
• Strong computer skills including Windows file management, MS Office, and email experience.
• Good verbal, listening, and written communication skills.
• Ability to work productively and effectively in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Excellent customer service skills.

Physical Requirements

• Able to travel to clinics when necessary.
• Able to lift 25 pounds.