Centralized Scheduler

DESCRIPTION

* Title: Centralized Scheduler
* Effective Date: 3/12/2019
* Job Family: Administration
* FLSA Status: Non-Exempt
* Reports To: Centralized Scheduling & Referral Network Manager

JOB SUMMARY

The Scheduler makes appointments for patients who contact Centralized Scheduling for all sites and services.

GENERAL REQUIREMENTS

* Promptly answer incoming phone calls.
* Provide excellent Customer Service skills including telephone communication and face to face.
* Determine the nature of the appointment to be scheduled to include the following: type of service, site, provider, urgency, and appointment type.
* Obtain basic demographic and identity information as needed to appropriately schedule the appointment.
* Offer educational instruction per protocols for various appointments and general clinic requirements, such as fasting instructions, slide fee verification, and medication lists.
* Confirm the date/time/site of the appointment, instructions for documents to be provided at the time of service, and general payment information.
* Handles all tasks sent by Guest Service Associates or Clinical Staff in order to make patient an appointment.
* Contact patients to change or reschedule appointments as needed due to provider issues and absences.
* Maintain work station in a neat and orderly manner to present a professional appearance, including keeping adequate supplies and reference material to efficiently handle phone calls for information.
* Offer information to callers regarding other services of the center and schedule appointment for these services as appropriate.
* Other duties as assigned.
* Make calls to patients to offer appointments from population health reports, and longtime no see reports, to assist with ensuring providers schedules have appointments.
* Compares Intergy and Credible Schedules on a daily basis.

GENERAL SKILLS

Organizational Skills, Communication Skills, Interpersonal Skills, Customer Relations, Mathematical, Analytical, Grammar, Spelling, Read Comprehend Written Instructions, Follow Verbal Instructions, Basic Computer Skills, General Clerical Skills.

WORKING CONDITIONS

* General environment: Works in a well-lighted, air-conditioned area, with moderate noise levels.
* May be exposed to high noise levels and bright lights.
* May be exposed to limited hazardous substances or body fluids, or infectious organisms.
* May be required to change from one task to another of different nature without loss of efficiency or composure.
* Periods of mild to moderate stress levels and fluctuating workloads may occur.
* May be scheduled as needed including overtime relocation outside of home site or department.

EDUCATION REQUIREMENTS

* High School Diploma or GED

EXPERIENCE REQUIREMENTS

* New Graduate considered.

LANGUAGE REQUIREMENTS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to communicate with patients and family members of various educational, socioeconomic and cultural backgrounds. Requires the ability to speak clearly and distinctly with voice quality that is pleasant over the telephone. Bilingual ability in English and Spanish preferred.

PHYSICAL REQUIREMENTS

* Have near normal hearing; Hear alarms/telephone/tape recorder/normal speaking voice
* Have near normal vision: Clarity of vision (both near and far), ability to distinguish colors
* Have good manual dexterity
* Have good eye-hand-foot coordination
* Ability to perform repetitive tasks/motion

PHYSICAL DEMANDS

* Occasionally within shift (1-33%): Standing, climbing, bending/stooping, Lift/carry > 10 lbs
* Frequently within shift (34-66%) :(Twist at waist, Pushing/Pulling)
* Continuously within shift (67-100%): Sitting, reaching above shoulder,

RISK CLASSIFICATION LEVEL

* Level II (job classification in which colleagues have occupational risks to blood borne pathogens)

BEHAVIORAL COMPETENCIES

JOB KNOWLEDGE:

Understands and fulfills job responsibilities and expectations as defined in the job description.

* Possesses current and comprehensive skill and knowledge to perform all parts of the job effectively and efficiently.
* Exhibits ability to learn and apply new skills, professional knowledge and expertise.
* Requires minimal day-to-day direction to perform responsibilities.
* Acts as resource in area of specialty and is able to share best practices and answer questions as needed.
* Efficient use of 10 key calculator, copier and computer.

PROFESSIONAL DEVELOPMENT:

Maintains and develops clinical and professional skills and knowledge.

* Identifies strengths and development needs through self-evaluation.
* Participates in educational activities related to knowledge & professional issues.
* Maintains professional records that provide evidence of competency and learning.
* Takes action to achieve goals identified during the evaluation process.
* Participates in a formal committee or program.
* Shares knowledge and skills with peers and colleagues.
* Complete assigned Annual Education in a timely manner.
* Attend mandatory quarterly Eagle Excellence Mastermind Workshops.

WORK QUALITY:

Displays a commitment to excellence in quality of work.

* Demonstrates accuracy and thoroughness.
* Looks for ways to improve and promote quality.
* Monitors own work to ensure quality; finds root causes of quality problems.
* Owns and acts on quality problems; applies feedback to improve performance.

SAFETY AND SECURITY:

Follows all safety and security procedures.

* Identifies and reports hazards or potentially.
* Determines appropriate action beyond guidelines.
* Ensures clean and safe patient environment.

STANDARDS OF PROFESSIONAL PERFORMANCE:

Provide assistance to patients and visitors when administering care.

* Enhances the quality and effectiveness of position.
* Attains knowledge and competency that support position.
* Maintains confidentiality.

LEADERSHIP:

* Engages in teamwork as a team player and a team builder.
* Serves in key roles at work through shared decision making.

DOCUMENTATION:

Documents and submits required information and data in a timely fashion.

* Clearly and accurately documents designated processes, policies, products, service offerings, etc.
* Ensures that documentation is tailored to expected readers / users.
* Uses correct terminology.
* Conforms to required style and format.

QUALITY:

Uses the results of quality improvement activities.

* Uses creativity and innovation to improve care delivery.
* Incorporates evidence-based knowledge to initiate change in practices
* Participates in quality improvement activities.