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Hospital Call Center Scheduler
4 months ago
We are currently hiring for a Hospital Call Center Scheduler. This is a fully remote position
Schedule 8:00 am - 5:00 pm MST
Access Point, a division of Lifepoint Health, is a patient engagement company that works on behalf of physicians, hospital systems, and other key stakeholders to improve engagement and enhance outcomes for the populations they service. Our mission is to improve patient access to care. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.
We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, we may have your next opportunity.
POSITION SUMMARY:
The Hospital Call Center Scheduler will work with our Centralized Scheduling Department to support scheduling for an assigned healthcare specialty. The scheduler is responsible to make outbound calls as well as answer inbound calls and schedule, authorize or pre-register patients for procedures.
Essential Functions:
* Handles both inbound and outbound scheduling calls based on department service level goals and addresses customer's concerns in a satisfactory manner.
* Communicates with admitting physician's office, nursing unit staff, and/or other appropriate personnel regarding appointment to exchange necessary information and determine placement.
* Discusses with patient or patient's caregiver before or after admission to exchange necessary information and documentation. Provides explanation of process and addresses concerns and questions.
* Verifies insurance benefits and obtains precertification/authorization as necessary. Determines and accepts required payments, including co-pays and deductibles, or refers to financial counselors for follow up.
* Communicates with patients to schedule, re-schedule and/or cancel their appointment requests accurately by following practice scheduling protocols and tools.
* Accurately collects and performs pre-registration data entry of all required patient demographic and insurance information to ensure that accounts are complete and accurate prior to billing.
* Ensures that all necessary demographics, billing, and clinical information is obtained and entered in the registration system with timeliness and accuracy.
* Initiates pre-registration of the patient into the hospital's system to create a patient visit according to the procedures outlined in the registration policy and procedure manual.
* Accurately finalized the pre-registration of patients to be expedited through the registration process - includes contacting the primary / secondary payors to confirm benefits/coverage.
* Creates and verifies Authorization with insurance carriers for procedures requiring an authorization based on the department guidelines.
* Uses professional communication etiquette and listening skills to assists patients with their scheduling needs.
* Explains forms, documents, that will be handled out to patients of family members.
* Builds safe and trustworthy environment with patients by utilizing both a scripted and non-scripted communication methods.
* De-escalate situations involving dissatisfied customers, offering patient assistance and support.
* Utilize and maneuver between several different software systems.
* Maintain accurate and up to date information in the documentation system.
* Meet specified goals and objectives as assigned by management on a regular basis.
* Maintain confidentiality of account information at all times.
* Escalate any problems that may arise to management.
* Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct, and maintain awareness of and actively participate in the Corporate Compliance Program.
* Assist with other projects as assigned by management
Benefits;
At Access Point and Lifepoint Health, our Mission of Making Communities Healthier extends to our employees. We offer an excellent total compensation package, including a competitive salary and benefits. Some of our benefits include 401k, PTO, medical, dental, vision, tuition reimbursement, and an Employee Assistance Program. We believe that happy, healthy people have a passionate engagement with life and work and have designed our package to enhance your wellbeing.
Access Point and Lifepoint Health are committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law
Education: High School Diploma/GED required. Associate's Degree or Bachelor's degree preferred.
Experience: Two years of related experience in medical setting, or one year of previous healthcare call center or customer service experience, or 3 or more years of call center experience. Basic healthcare knowledge required. Bilingual Spanish preferred.
