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Lead-Central Scheduling Rep- Radiology

4 months ago

Gloucester, United States Jefferson Health Full time
Working lead to provide day-to-day support for the Enterprise Central Scheduling call centers, acting as a subject matter and technical expert, systems super user, primary escalation point and preceptor. Collaborate with supervisors and/or managers to coordinate call center staff and provide daily coverage for call center. Perform a variety of patient care activities, including prompt and accurate handling of scheduling, registration, patient requests, escalations and customer service recovery. Assists in reporting of technical or workflow concerns to the management team. Shares and provides real time resolution to call center staff.

Essential Functions ¿ Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson. (Do not delete, move or over-write this statement)
¿ Train, provide feedback and coach in real time to Central Scheduling Representative (CSR) in support of their adherence and productivity goals. Round on a frequent basis to handle escalated calls, ensure CSR's are providing optimal patient calls and are in compliance with Jefferson Health policies and procedures, including Health Insurance Portability and Accountability Act (HIPAA) and protected health information (PHI) at all times.
¿ Utilize Electronic Medical Record (EMR) to complete scheduling and registration, confirm appointments, verify information, answer inquiries and resolve user issues in accordance with established protocols to ensure patient safety, compliance and departmental policies and procedures.
¿ Coordinate referrals and insurance requirements by obtaining and/or confirming patient information to ensure the patient receives maximum benefits for services. Assure regulatory and compliance requirements following local payor coverage determinations.
¿ Identify patient's liability and the collection of this out of pocket expense, including co-payment, deposits and past due balances.
¿ Support, guide Central Scheduling Representatives and manage the work flow of day-to-day operations. Ensure that CSR meets performance metrics and manage escalated interactions by following established protocols to ensure patient safety and data integrity.
¿ Access contact center software to answer, coordinate, track, and monitor interactions across multiple channels of communication to address issues, audit for compliance and quality and escalate when appropriate.
¿ Assist in monitoring queue and tracking inbound and outbound calls. Apprise CSR of calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback.

Additional Duties:
Knowledge of Excel (sorting/filtering) Able to monitor and mentor new hires through Microsoft Teams Availability to go onsite to hand out equipment for a new hire (if needed) Indexing/monitoring the fax queueQualifications

Minimum Education and Experience Requirements:
Education: Includes High School Diploma or GED, Bachelor's Degree or Master's Degree (Specify field). Also includes Schools like Medical Assistant, etc. NO listings like Bachelor's degree or relevant experience.
Experience: Only years of experience in a particular setting, e.g. "5 years of experience in a doctor's office required."
Education:
HS Diploma or equivalent preferred. Associate degree preferred.
ANDExperience:
3+ years of related experience required.

Conditions of Employment

Covid Vaccination is a requirement for employment at Jefferson for employees working at Jefferson's clinical entities or at the University. If you are not currently vaccinated you will be required to receive the vaccination prior to hire date if you are offered employment, unless you request and receive an approved medical or religious exemption from Jefferson.

Closing Statement

Jefferson includes Thomas Jefferson University and Jefferson Health, a dynamic university and health system with broad reach across the Delaware Valley. Jefferson is the second largest employer in Philadelphia and the largest health system in Philadelphia based on total licensed beds.

Through the merger of Thomas Jefferson University and Philadelphia University in 2017, our University includes ten colleges and four schools. We are an NCAA Division II university and an R2 national doctoral university offering undergraduate and graduate-level programs that provide students with a forward-thinking education in architecture, business, design, engineering, fashion and textiles, health, medicine and social science.

Jefferson Health, the clinical arm of Thomas Jefferson University, has grown from a three-hospital academic health center in 2015, to an 18-hospital health system through mergers and combinations that include hospitals at Abington Health, Aria Health, Kennedy Health, Magee Rehabilitation and Einstein Healthcare Network. We have over 50 outpatient and urgent care centers; ten Magnet®-designated hospitals (recognized by the ANCC for nursing excellence); the NCI-designated Sidney Kimmel Cancer Center (one of only 70 in the country and one of only two in the region); and one of the largest faculty-based telehealth networks in the country. In 2021, Jefferson Health became the sole owner of HealthPartners Plan, a not-for-profit health maintenance organization in Southeastern Pennsylvania. We are the first health system regionally to create an aligned payer-provider partnership.

Jefferson's mission, vision and values create an organization that attracts the best and the brightest students, faculty, staff, and healthcare professionals, as well as the most visionary leaders to drive exceptional results.
  • OUR MISSION: We improve lives.
  • OUR VISION: Reimagining health, education and discovery to create unparalleled value
  • OUR VALUES: Put People First, Be Bold & Think Differently and Do the Right Thing

As an employer, Jefferson maintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.

Par Reference Code

106163