Patient Scheduling Representative

Position Title

Patient Scheduling Representative

Bell Hospital, Indian Creek Main

Position Summary / Career Interest:

The Patient Scheduling Representative is responsible for creating a seamless patient experience by coordinating and scheduling appointments for patients. This is a more experienced scheduler that can function across multiple departments and may be floated to cover areas based on staffing needs. This position may mentor lower level staff in need of additional training. The Patient Scheduling Representative may work out of a call center or one of the health system's outpatient clinics.

This position may schedule appointments for imaging, laboratory, clinic, infusion, treatment and procedures while demonstrating teamwork and effective communication throughout the process. Procedures may include surgery, ambulatory surgery center appointments and the GI departments. Monitors and responds to appointment requests within the electronic medical record (EMR) work queues, while also working as a part of the clinical team to answer incoming calls and messages from both clinicians and patients.

Responsible for scheduling all referral appointments to external offices and sending necessary referral and medical records to the referred office/physician. This position may also be required to leverage additional scheduling systems to coordinate schedules for patient care.

Responsibilities and Essential Job Functions

* Position responds to a high volume of incoming telephone calls. Responsible for accurate scheduling/rescheduling / cancellations of patient visits; including clinic appointments (in person and telehealth), treatments such as (chemotherapy, radiation therapy, surgeries, procedures and or ancillary services) using extensive knowledge of appointment types, locations, providers and specialties.

* Responsible for registration of patient (prior to visit and/or upon arrival); including entering/updating demographics, insurance verification, document scanning, and processing of referrals. Educates patients on providing medical records and other medical documentation needed for TUKHS appointments. Schedules referral appointments for external offices, faxes/sends necessary referral and medical records to referred physician office utilizing specialty software modules such as Beacon. .

.Delivers expert knowledge regarding clinic-specific processes & communicates using medical terminology and grammer accurately.

* Completes daily reminder calls to patients prior to the day of service. Assists with daily charge audits as directed. Assists with maintaining and organizing various logs, records, and miscellaneous data as directed.

* Prepares patient charts prior to the day of service to include reports, office notes, etc. Contacts manufacturer representatives to notify them of scheduled procedures when applicable. Maintains calendar within the scheduling system to reflect accurately. Prepares and distributes schedules as required and in a timely manner.

* Scheduling at this level is often for multiple/cyclical events (e.g. laboratory tests, radiologic imaging, and procedures, etc) at correct intervals to clinic and treatment appointments. Scheduling must be verified with referring physician orders for accuracy. Familiar with and demonstrates ability to effectively use the automated scheduling program and keep current with changes, updates, revisions, etc.

* Diligently and efficiently manages scheduling workload from assigned Appointment Request Workqueue (WQ), filters and prioritizes appointment requests per specialty standards keeping close communication with the providers and clinical team members and support staff on various patient issues and to verify any change requests and ensure continuity of care.

* Demonstrates ability to schedule procedures in a manner to maximize utilization of available time and meet needs of the physician / patient. Is responsible for communicating and clarifying information or schedule changes to appropriate persons to facilitate minimal scheduling errors.

* Learns and builds knowledge and understanding of scheduling guidelines, patient registration, pre-certification…