Complex Scheduler - Maternal Fetal Medicine Clinic

Overview

The Complex Scheduler is responsible for scheduling and coordinating multiple services including appointments, imaging, labs, procedures, surgeries, and treatments. The Complex Scheduler collaborates with providers, clinic staff, schedulers across multiple departments, locations, and outside organizations (when needed) to ensure services are timed, coordinated, and sequenced appropriately and all associated activities are complete.

• Pre & Post-Appointment Support
• Serves as a single point of contact for coordinating appointments, procedures/surgeries, labs, imaging, or treatments.
• Accurately navigates and translates complex service protocols, tools, standard work, and information to ensure appropriate services are delivered.
• Provides patients/caregivers with information and updates.
• Maintains awareness of multiple competing situations needing attention and prioritizes to assure patient needs are met, while maintaining a pleasant, friendly demeanor.
• Monitors, manage, and schedules/reschedules appointments from work queues or messages.
• Identify potential issues that could complicate care (e.g. insurance issues, adherence concerns).
• Customer Service
• Collaborate with patients, caregivers, providers, schedulers, and other care team members to ensure: appointments, labs, imaging are prioritized and sequenced appropriately; patient has followed through on their labs, imaging, and appointments; medical records are received on time and available to the provider/care team; prior authorization is completed if needed.
• Effectively communicates with customers (patients, caregivers, providers, care team members, outside health systems) in a professional and respectful manner.
• Deliver a consistently high level of service and go above and beyond to assist customers.
• Provides patients with correct information related to their scheduled appointments, procedures, or tests, and in response to any questions they might have.
• Partners with customers to resolve questions and concerns.
• Follows standard processes and workflows to ensure safety and reliability.
• Communicates information and updates to providers, employees, and departments as appropriate.
• Prepares schedules for providers.
• Prepares, manages, and updates the daily schedule/calendars for physicians who provide care at different locations (outreach clinics, hospitals, procedure centers).
• Apprise physicians of changes or updates related to their schedules.
• Epic in-basket and pool management: review and respond to patient messages and gather information to facilitate communication between patient/caregiver and care team.
• Ensure messages are addressed within standard time frames and escalate issues that need prompt attention.
• Organizational Expectations, as applicable: provide care or service adjusting approaches to reflect developmental level and cultural differences; partner with patient care giver in care/decision making; communicate in a respectful manner; ensure a safe, secure environment; individualize plan of care to meet patient needs; modify clinical interventions based on population served; provide patient education based on assessed learning needs; fulfill organizational requirements;
  
  complete required learning relevant to the role; comply with laws, regulations, policies, procedures and standards; foster a culture of improvement and innovation; perform other duties as assigned.

• 2 years experience in a healthcare setting/practice
• Completing scheduling and registration of appointments
• Templating schedules in Epic
• Providing administrative medical support
• Utilizing basic medical terminology
• Practicing good public relations, customer service, time management, prioritization, and patient communication skills

• Healthcare or business-related degree
• 3 years experience working in a healthcare setting utilizing Epic Health Records
• Telephonic customer experience
• Proficient use of computer keyboarding and Microsoft Office tools (Word, Excel, Outlook, Teams)

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick Time, tuition reimbursement, retirement, early access to earned wages, and more. Please follow this page for additional information: benefits information is available through Fairview.

Compensation:
An individual’s pay rate within the posted range may be determined by factors including skills, knowledge, education, experience, and market conditions. The organization prioritizes pay equity and internal team equity when making offers. Hiring at the maximum of the range is not typical. If eligible for a sign-on bonus, the approved program in place at the time of offer will be honored.

EEO/Vet/Disabled:
All qualified applicants will receive consideration without regard to any lawfully protected status.