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Patient Support Services Scheduler

4 months ago

Show Low, United States Summit Healthcare Regional Medical Center Full time

The following information is designed to outline the functions and position requirements of this job. It does not identify all tasks that may be expected, nor address the performance standards that must be maintained. Essential functions may change based on organizational need.

General Position Summary:

Answers inbound calls following standard scripts and procedures. Responsible for telephone triage and scheduling of SHMA primary care and specialty offices. Includes coordinating additional appointments with outpatient departments of the hospital such as radiology, when necessary. Acts as patient liaison for all incoming calls. Researches and resolves complaints to ensure patient retention and satisfaction.

Essential Functions / Major Responsibilities:

•Answers phone calls

•Effectively triage clinical calls, complaints and issues.

•Obtains personal and medical information from patients needed for registration, billing and scheduling.

•Schedules/reschedules patient clinical appointments for all local physician offices using established guidelines.

•Coordinates scheduling of special procedures between hospital departments and healthcare providers.

•Have a solid understanding of medical insurance eligibility.

•Process copays, deductibles, and patient balances

•Updates supervisor of any scheduling conflicts.

•Exhibits exemplary customer service skills

•Able to problem solve and multitask

•Displays proper etiquette and mannerisms that reflect the SHINE Behavior Guidelines.

•Promotes the Patient Safety Standards as a core value of the organization.

Secondary Functions:

•Monitors patient appointment waiting list

•Participates in departmental and association wide informational meetings and in- services, including staff meetings, association wide forums, and seminars.

•Reviews department and association wide policies and procedures annually.

•All other duties as assigned.

Additional / Seasonal Responsibilities:

•None.

Job Scope:

This job involves:

•Routine work situations.

•A high level of complexity.

•Typical operation from established and well known procedures

•Performance under a minimal level of supervision.

Interpersonal Contacts:

Contacts:

•Liaison with all SHMA clinics and Summit Healthcare Regional Medical Center ancillary departments, such as Centralized scheduling, Radiology, lab and other departments

•Are normally made with others both inside and outside the hospital.

•Are usually made with patients, hospital departments or physician practices.

•Frequently contain confidential/sensitive information necessitating discretion at all times.

•Are usually made via telephone and e-mail.

•Are usually with patients, but there may be some physician contact.

•Frequently contain confidential/sensitive information necessitating discretion at all times.

Supervisory Responsibility:

•None

Specific Job Skills & Mental Activities:

These positions require operational knowledge of all equipment in the Call Center Department, including: fax, printer, copy machine, phone systems, and all computer programs required to retrieve information.

Must be extremely customer service oriented and have excellent customer service and communication skills, computer skills, organizational skills, multitasking skills, analytical problem solving, presentation and organizational skills, professional interpersonal skills, time management skills, the ability to prioritize work, telephone etiquette, and must abide by all HIPAA rules and regulations.

Must be able to read, write, speak, and understand English.

Competency:

90 days

•Uses A.I.D.E.T. (Acknowledge, Introduce, Duration, Explanation, Thank you) in every patient transaction.

•Greets patients with a smile even on the phone

o States, "Welcome to Summit"

o Makes eye contact with every patient

o Uses the patient name in every conversation with the patient. (A)

o Answers phones in a pleasant, helpful manner

o Thanks patients. (T)

•Pre-registration/Registration of patient into Electronic Health Record (EHR).

•Collects co-pays, co-insurance, deductible, and payment on any outstanding Summit Healthcare balance for every patient.

o Responsible for daily balancing of payments received.

•Verifies insurance eligibility and benefits and coordinates insurance authorizations.

•Conducts accurate data entry (95% accuracy expected)

•Verifies patient information and updates as needed

•Schedules appointments and testing

120 days

•Explains processes such as registration and scheduling. Ensure that all of the patient's questions are answered. (E)

•Introduce themselves (and coworkers when appropriate) to every patient. (I)

•Inform patient of delays and estimated wait time. (D)

•Treat all patients and visitors with courtesy and respect

•Keeps the lobby tidy and free from debris.

•Answers and distributes all phone calls, mail, and other correspondence.

•Maintains, collects, and distributes medical records.

•Prepares and verifies chart completions and registers patients.

•Appointment reminder calls.

•Orders and maintains office supplies.

•Directs patients to appropriate clinics/areas.

180 days

•Ability to work under high pressure and volume

•Individual performance will be evaluated on a daily, monthly and annual basis

•Files various paperwork and reports.

•Gather and maintain statistical information for financial reporting.

•Coordinates services with other departments.

•Displays proper etiquette and mannerisms that reflect the SHINE Behavior Guidelines.

•Promotes the Patient Safety Standards as a core value of the organization.

•Supports the physicians as necessary.

•Meets patient satisfaction performance goals.

•Orders office supplies.

•Prepares medical records for archival.

•Participates in 80% departmental meetings and in-services, including staff meetings, association wide forums, and seminars

•Reviews department and association wide policies and procedures annually.

All other duties as assigned.

Education and/or Experience:

•High school diploma or equivalent (required).

•Basic computer skills (required).

•Medical terminology knowledge (required).

•1 year experience medical front office or related position (required).

•Requires a knowledge of scheduling for physician offices

•Requires a basic knowledge of insurance and medical billing processes.

•Procedure and diagnosis coding experience or training, (i.e. ICD10) (preferred).

Physical Demands & Job Conditions:

Sedentary

Exerts up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time, but may involve walking or standing for brief periods of time.

Physical motions include finger dexterity, standing, walking, talking, reaching, feeling, sitting, bending, grasping, listening/hearing, handling, lifting up to 5 pounds, and repetitive motions of the hands, wrists, and feet.

Able to work 12 hour shifts

This is a safety sensitive position.

OSHA Exposure Category:

OSHA Exposure Category 3

Involves no regular exposure to blood, body fluids, or tissues, and tasks that involve exposure to blood, body fluids, or tissues and are not a condition of employment.