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, our mission is to provide access to high-quality cancer care and the expertise of clinical research for all patients at convenient community locations. We are committed to advancing the science of detection and targeted treatments while making these advances available to every patient.

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

• Perform advanced scheduling of patient appointments, including internal and external, such as complex chemotherapy treatment plans, outside referrals, and Radiology/Procedures.
• Coordinate the needs of multiple parties to improve scheduling efficiency and reporting.
• Answer telephones and greet patients in a courteous, efficient manner; route calls/messages to appropriate departments.
• Follow policy and procedures outlined by management to ensure standardization across all clinics.
• Conduct patient check-out workflow according to policy and procedures.
• Interpret orders and treatment plans into appropriately scheduled appointments following complex scheduling guidelines.
• Distribute appropriate documents to patients and provide scheduling and preparation details.
• Track patients in EHR to ensure they are not missed and follow up on canceled or missed appointments with proper documentation.
• Schedule a variety of patient appointments, including clinic visits, inside/outside referrals, radiology, procedures, hospital admits, and virtual tumor boards.
• Run and work daily reports to identify patients with unscheduled orders (e.g., unscheduled report, radiology report, referrals).
• Perform tasks related to Governmental, Insurance, and Quality Initiative Programs:
  • Ensure communication is distributed to patients regarding program details.
  • Generate and distribute Clinical Summaries from EHR to external providers.
  • Communicate information about the Patient Engagement Portal and assist with registration.
  • Maintain communication with the pre-certification team for urgent cases and denial/peer-to-peer requests.
  • Ensure proper billing documents are faxed with diagnostic orders for patients on study.
  • Follow standard operating procedures (SOP) for external follow-ups.
• Demonstrate excellent customer service by responding promptly to patient, physician, manager, clinic, and other department requests.
• Communicate with staff using an Instant Messaging System.
• Scan documents into the Electronic Health Record as necessary.
• Send portal invites as needed.
• Travel/fill in at other clinics for business needs as required.
• Maintain confidentiality of patient information.
• Adhere to all Tennessee Oncology policies and procedures.
• Perform other duties as assigned.

Requirements

• High school graduate or equivalent (GED).
• 2 years of previous professional office experience with customer service experience required.
• Electronic Medical Records (EMR) 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.
• 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.