Operator/Central Scheduler

General Summary:
A nonexempt position responsible for scheduling patient appointments for the physicians, nurse practitioners and physician assistants in accordance with scheduling protocols. Obtains accurate insurance and demographic information from patients to ensure maximum reimbursement. Provides excellent customer service in a timely, accurate, courteous and professional manner.

Essential Job Responsibilities:

1. Answers incoming appointment request phone calls and makes outbound calls to schedule patients. Schedules appointments in a timely manner and in accordance with the appropriate scheduling protocol. Strives to complete the appointment request at the time of the initial phone contact with the patient.

2. Responds to appointment requests received via CNS website.

3. Responds to appointment requests received via Electronic Health Resource (EHR) and incoming faxes.

4. Checks the Centralized Scheduling voice mail system, EHR and incoming faxes throughout the day for messages/referrals.

5. Utilizes scheduling system to match physician/provider availability with patient’s preferences in terms of date and time.

6. Obtains accurate insurance and demographic information from patients. Enters and updates patient information in the EHR.

7. Verifies the accuracy of insurance and demographic information every time there is a phone encounter with a patient and updates the EHR as needed.

8. Obtains lab/radiology reports, hospital notes, etc. as needed.

9. Alerts appropriate medical assistant of any special needs the patient may have (e.g., interpretation services).

10. Answers questions and gives information as appropriate.

11. Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns.

12. Communicates to appropriate staff any patient concerns/issues related to scheduling. Consults with the immediate supervisor about any system problems.

13. Uses customer service principles and techniques to deal with patients calmly and pleasantly.

14. Provides operator back up and other clerical support and department duties as necessary and/or assigned.

15. Respects/promotes patient rights; responds appropriately to emergencies; shares problems relating to patients and/or staff with immediate supervisor.

16. Works as a productive member of the team helping co-workers as needed and/or assigned.

17. Performs other duties as assigned.

Education: High school diploma or general equivalency diploma (GED).

Experience: Minimum one year of recent experience in an appointment scheduling position, preferably in a fast paced, medical practice setting, minimum one year of computer experience, preferably in scheduling appointments and/or data entry or any equivalent combination of experience, training and/or education approved by the Operations Manager and/or Human Resources.

Other Requirements: None

Performance Requirements:

Knowledge:

1. Knowledge of health care field and medical office protocols/procedures.
2. Knowledge of HIPAA Privacy and Security rules.
3. Knowledge of information that must be conveyed to patients and families.

Skills:

1. Skill in tact and diplomacy in interpersonal interactions.
2. Skill in dealing diplomatically with the public under stressful conditions.
3. Skill in understanding patient education needs by effectively sharing information with patients and families.

Abilities:

1. Ability to work in a team based environment that places patient satisfaction as the primary focus for measuring success.

2. Ability to learn and retain information regarding patient scheduling procedures.

3. Ability to multitask and handle various priorities in a flexible, rapidly changing environment.

4. Ability to effectively articulate information and respond to questions.

5. Ability to relate to and work well with a diverse community population.

6. Ability to work under pressure.

7. Ability to work cooperatively with other department staff.

8. Ability to project a pleasant and professional image.

9. Ability to identify problems and recommend solutions.

10. Ability to plan, prioritize, and complete delegated tasks in an appropriate timeframe.

11. Ability to demonstrate compassion and caring in dealing with others.

Equipment Operated: Standard office equipment with emphasis on computer hardware and software as well as telephone.

Work Environment: Well-lit, well-ventilated, adequate space.

Mental/Physical Requirements: Mostly sedentary with some standing, walking and reaching. Periodic stress from handling many calls and patient requests.