Job Title : Non-Clinical - Administrative - Scheduler
Job Location : 10090 Red Run Blvd Owings Mills, MD 21117
Job Tenure : 3+ Months
Descriptions -
Schedule: Monday – Friday, 7:30am – 4pm - 100% onsite
Work Location: 10090 Red Run Blvd, Owings Mills, MD 21117, 2nd floor
Position Summary:
Performs centralized scheduling for a medical practice's physicians and mid-level providers across all locations. Receives all incoming calls to the central appointment line, answers and responds to all questions in a customer friendly manner and directs all non-appointment calls to the appropriate location. Coordinates on-line appointment making and follow-up and distributes patient information as needed.
Essential Functions:
Customer Service
As the first point of contact for virtually all the practice's patients, the Scheduling Center Representative is required to maintain a positive, friendly, and helpful attitude with patients at all times.
-Answers the telephone in a pleasant manner and in accordance with departmentally approved scripts.
-Works with the patient and or family member and the appropriate physician or responsible staff members to address the patient's needs in a timely and professional manner.
-Demonstrates behavior that promotes a positive image for the department and is consistent with the values of the LifeBridge organization.
-Consistently and properly logs into and off the call center management systems.
-Monitors daily call volumes and answer times and works collectively as a team to assure performance targets as established by the organization and department, and from time to time updated, are consistently met.
Appointment Scheduling
The Scheduling Center Representative is responsible for scheduling and coordinating appointments for all the practice's physicians and mid-level providers across all identified locations.
-Schedules all patient appoints coming through the main appointment line for the Rubin Institute or through the on-line appointment request.
-Schedules appointments in a manner that best meets the patients' unique needs and also optimizes provider utilization. Uses sound judgment, supplemented with departmentally-approved scheduling algorithms to match provider availability, location and specialties to the patients' clinical needs and preferences.
-Work collaboratively with providers and provider support staff to determine the most appropriate appointment times and timeframes to meet patient needs in difficult or unclear situations.
-Collects all required information during the appointment call and accurately enters the information into the designated scheduling system.
-Communicates with divisional team leads and provider support staff to assure scheduling templates are up-to-date and accurate.
Referring Physicians
The Scheduling Center Representative is responsible for coordinating appointments coming into the practice from referring physicians.
-Works collaboratively with referring physicians and/or their staff to accommodate patient appointments., preferably within 5 business days for all new patients.
Registration
-Captures and accurately records required patient financial and demographic information as part of the appointment process.
-Per health system and departmental policy, captures and records all financial and demographic information in order to make a patient appointment.
-Verifies patient insurance information using appropriate electronic systems as required during the patient call.
-Maintains appropriate working knowledge of patient insurance types and specific requirements as they pertain to authorized provider and ancillary networks. Assures patients are informed if they are going out of network based on their insurance or plan type.
-Works collaboratively with departmental financial counselors and provider support staff to proactively identify issues or potential concerns related to the patient's condition, provider selection, and insurance. Strives to assure appropriate notification is given to both staff and the patient or family if a concern is identified thus allowing for time to resolve before the date of the appointment.
Qualifications/Requirements
-Formal working knowledge; equivalent to an Associate's degree (2 years college); requires knowledge of a specialized field
-1-3 years experience