Senior Scheduler | Transplant

Qualifications

• High School diploma or equivalent
• Four years of experience in a medical setting or call center environment, including two years of medical scheduling experience

Skills and Abilities

• Demonstrates the skills and competencies necessary to safely perform the assigned job
• Sufficient proficiency in speaking, reading, and writing the English language
• Effective communication with patients, physicians, family members, and co-workers
• Sufficient knowledge of mid-level registration/access functions and insurance procedures
• Problem-solving ability
• Mid-level understanding of medical terminology and diagnosis/procedural codes
• Excellent customer service and professional communication skills
• Proficient computer skills and ability to learn and navigate multiple software programs
• Strong training, leadership, and mentoring skills

Essential Functions

• Promotes a positive work environment and contributes to a dynamic team focused work unit
• Serves as a liaison between patient, facility, and physicians to ensure exams, tests, and procedures are scheduled timely, accurately, and appropriately
• Communicates special requests and add-ons with appropriate department team as needed
• Communicates with departments throughout the facility when barriers to the current schedule present
• Serves as a resource and trainer for less experienced and new staff; orients, guides, and mentors team members to help build confidence and competency in skills, knowledge, and abilities
• Schedules patients for complex services (e.g., surgery, special procedures) on a routine basis accurately on the appropriate schedule
• Synchronizes the appointment calendars in order to effectively schedule patients according to physician/department availability and urgency of patient service requirements as needed
• May also provide pre-registration services
• Obtains valid and compliant orders and schedules patients based on the physician order and according to department criteria
• Enters all diagnostic services, surgical services and special procedures on the schedule as applicable
• Confirms patients’ appointments, instructs on location and directions to facility/department, relays pre-appointment preparations, and arranges for patients to have interpreter, mobility, or other assistance as needed for the visit
• Establishes/updates the hospital account record to include detailed patient demographic and insurance information in EHR system, selecting insurance plans and payers, and medical necessity determination
• Responds promptly to requests by staff, patients, and physicians; reschedules and/or cancels appointments as needed
• Assists with resolving EHR work queues that support scheduling
• Generates reports and assists with department correspondence as directed
• Communicates to resolve patient access and quality service matters
• Keeps open channels of communication with physician, patient, and service areas regarding action taken and outcome
• Resolves complex problems and issues
• Schedules patient appointments utilizing standard operating procedures and enters data into EHR system with a high level of thoroughness, accuracy, and timeliness
• Maintains scheduling goals set by the department (e.g., abandonment rate, productivity/activities per hour, etc.)
• Gathers demographic and insurance information so that the patient’s insurance may be verified, authorization obtained, and patient’s portion determined prior to the patient’s date of service
• Organizes time effectively, minimizing incidental overtime, and sets priorities
• Utilizes time between heavy workloads efficiently and helps other team members
• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development
• Generates and communicates new ideas and suggestions that will improve quality or service