Scheduling Coordinator

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 remains unchanged: to provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home.

About the role

The Scheduling Coordinator position is responsible for an advanced level of scheduling of patient appointments, including internal and external. This includes complex chemotherapy treatment plans, outside referrals, and Radiology/Procedures. This position must coordinate the needs of multiple parties to continually improve scheduling and report efficiency. Assists with telephone coverage, works reports, responds to tasks, instant messages, emails, and portal requests.

Responsibilities

• Answers the telephones and greets patients in a courteous, efficient manner.
• Routes calls/messages to the appropriate discipline/department.
• Follows policy and procedures outlined by management to ensure standardization of processes across all clinics.
• Conducts patient check-out workflow, following policy and procedures.
• Follows complex scheduling guidelines and interprets orders and treatment plans into appropriately scheduled appointments.
• Distributes appropriate documents to patients and provides scheduling and preparation details.
• Properly tracks patients in EHR for next location and ensures patients are not missed.
• Ensures canceled and missed appointments are followed up and properly documented.
• Schedules patient appointments, including internal and external (e.g., clinic appointments, inside referrals, outside referrals, radiology appointments, procedures, hospital admits, virtual tumor boards).
• Runs and/or works daily reports to identify patients with unscheduled orders, such as the unscheduled report, radiology report, and refer-to-internal and external reports.
• Performs tasks related to Governmental, Insurance, and Quality Initiative Programs:
  • Ensures communication is distributed to patients regarding program details.
  • Generates and distributes to external providers a Clinical Summary from the Electronic Health Record (EHR).
  • Communicates information regarding the Patient Engagement Portal and assists with the registration process.
  • Maintains communication with the pre-certification team for urgent cases and denial/peer-to-peer requests.
  • Ensures proper billing document(s) is faxed with diagnostic order if the patient is on study.
  • Follows standard operating procedure (SOP) for external follow-ups.
• Demonstrates excellent customer service. Responds promptly to patient, physician, manager, clinic, and other department requests.
• Communicates with other staff members using the Instant Messaging System.
• Scans documents into the Electronic Health Record when necessary.
• Sends portal invites as needed.
• Ability to travel/float to other clinics for business needs.
• Maintains and ensures confidentiality of patient information.
• Adheres to all Tennessee Oncology policies and procedures.
• Other duties as assigned.

Requirements

• High school graduate or equivalent with GED.
• Electronic Medical Records experience strongly preferred.
• 2 years of previous professional office experience with customer service experience required.
• Experience with electronic medical scheduling preferred.
• Knowledge of medical terminology preferred.
• Strong computer skills including Windows file management and 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.