Central Scheduling Representative, Elite Orthopaedics

**Purpose:**

Typically, functions under the direction of the Supervisor/Manager responsible for patient access. Schedule appointments for a similar group or specialty of physicians generally at one location or multiple session timeshares. Serve as a front-line resource for PSD Departments to coordinate access of the external public to our care providers and ensure the goal of 72 hours of patient access is met.

**Responsibilities:**

+ Take responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounters for messaging.

+ Obtain chief complaints to schedule appropriately.

+ Coordinate access to care for patients within their department or location.

+ Schedule appointments according to the physician templates for similar types of physicians, generally at one office or multiple session timeshares (single specialty phone room or front desk environment).

+ Review and verify the patient's insurance information.

+ Routinely attend department meetings and ongoing in-service and training programs, to present and exchange pertinent information.

+ Answer multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent.

+ Appropriately distribute/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.). Work the overflow call list and Audiocare report.

+ Treat all patients with respect and demonstrate the behaviors learned in the Patient Ambassador Program.

+ Review, verify, and enter the patient's demographic information to ensure data integrity.

+ Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.

+ Schedule appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.

+ Give basic information to patients (directions, parking information, and required preparation for appointment). Function at multiple sites as requested by supervisor.

+ Compile and send new patient packets or flag patients it needs to be completed upon arrival.

+ Monitor patient wait list report.

+ Understand UPMC 72-hour appointment requirements and work to ensure guidelines are met.

+ Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.

+ Completion of High School Diploma/equivalent and 1 year of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting will be considered.

+ Associate's degree and 6 months of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting preferred.

+ Must have experience with personal computer-based applications, including email, and experience with other various office equipment.

+ Must be able to multitask at a high level.

+ Able to interact with a variety of external and internal constituents, including patients, patients' families, internal physicians, referring physicians or their clinical/office staff, insurance companies, and nurses.

+ Experience with/knowledge of medical terminology and multi-line telephone systems is preferred.

+ Electronic scheduling system experience is preferred.

+ Must be able to learn and apply third-party payer guidelines and reimbursement practices.

+ Basic knowledge of health insurance preferred.

+ Must be able to maintain confidential information.

+ Must have strong interpersonal, organizational, and communication skills and be able to remain professional and courteous when dealing with sensitive issues and stressful circumstances. **Licensure, Certifications, and Clearances:**

+ Act 34

**UPMC is an Equal Opportunity Employer/Disability/Veteran**