Sr Scheduling Access Specialist

3 weeks ago

Hyannis, United States Cape Cod Hospital Full time

Coordinates resource utilization for scheduling and front desk staff across all clinics. Provides same day access and outstanding customer service to all patients when scheduling appointments. Description: Creates daily and monthly schedules for scheduling and front desk department staff members under the guidance of the Scheduling Manager. Receives morning callouts from scheduling and front desk staff and re-deploys staff in accordance with resource utilization procedure. Ensures adequate staffing levels and fills open shifts due to call outs or other reasons. Responsible for monitoring and controlling overtime costs. Responds to scheduling requests or issues and works to resolve them in a timely and professional manner. Updates nurse management and scheduling team when Providers call in sick, and contacts patients to reschedule appointments. Processes answering service messages before the phones go live for the day. Adds appropriate blocks to Providers' schedules in EcW for vacation/sick/personal time off. Coordinates weekend schedule; recruiting providers to work, opening the schedule, monitoring access and productivity. Coverage in the Scheduling Manager's absence; monitoring day-to-day productivity, scheduling questions, point person to find patient access and assists with patient complaints. Trains all new employees, maintains training manuals and adds updates as needed. Primary contact for patient access for patients and other departments. Reschedules all provider time off. Maintains provider schedules to achieve productivity targets, patient access and provider flow. Manages the schedule during transition to new models of care when applicable. Monitors physician’s panel and contacts patients who are past due for appointments. Tracks patients who were seen in Emergency Department or Urgent Care and contacts them to offer a follow-up appointment. Schedules patient appointments and/or consult requests in person or by telephone in the electronic medical record system in accordance with department scheduling protocols. Answers the phone in a timely, polite and professional manner, in three rings or less, directs calls to appropriate persons and takes accurate messages within the electronic medical record. Obtains accurate and proper information when scheduling appointments, including updated demographics and insurance/payer information. Reschedules patient appointments and extends patient schedules as necessary. Processes cancellations and no-show appointments, and notifies clinician of change in schedule. Edits clinicians' schedules as needed to include time off, sick time, vacation, in-service and meeting time; calls patients to reschedule appointments when clinician is out, and makes edits in computerized schedule. Maintains efficient flow of daily patient schedule and front office operations. Mails out new patient package when applicable. Confirms appointments within 24 hours. Liaison for existing and future patients seeking new and follow-up care appointments. Performs tasks as a receptionist and EMR Specialist as needed. Timely communication of unresolved issues to manager or designee to facilitate timely interventions. Utilizes patient scheduling reports to follow-up with patients that have not scheduled a future visit. Maintains harmonious and cooperative relations with fellow employees, medical staff, patients and guests. Maintains confidentiality regarding patient information in accordance with HIPAA regulations. Performs other work-related duties and activities as assigned or requested. Consistently provides service excellence to all patients, family members, visitors, volunteers and co-workers in a manner that reflects MACC’s commitment to CARES: compassion, accountability, respect, excellence and service. Qualifications: Ability to read, write and communicate in English at the level of a high school graduate. At least one (1) year of experience with medical scheduling. Experience with medical information system of at least 1 year, or comparable experience in a medical field preferred. Ability to work independently in a fast-paced environment. Excellent telephone and communication skills. Excellent customer service skills. Medical terminology knowledge preferred. #J-18808-Ljbffr

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