Appointment Representative - Scheduling

Billings Clinic•Billings, MT

3d•$17 - $21•Onsite

About The Position

This position is responsible for answering all incoming phone calls to the Central Appointment Desk (CAD) for scheduling appointments and diagnostic procedures, as well as pre-registration of new patients and patients seen in outreach clinics. The role supports and models behaviors consistent with Billings Clinic’s mission, vision, and values. Incumbents must maintain competency in all organizational, departmental, and outside agency standards related to environment, employee, and patient safety. They will promptly and courteously answer CAD telephone calls, coordinating the scheduling of patient appointments to meet patient needs and offering alternatives when appropriate. The role involves accessing on-line physician/provider scheduling protocols for accuracy, scheduling and entering orders for ancillary services, and instructing patients on necessary preparations. Accessing necessary resources to assist callers, verifying demographic information, pre-registering new patients, and fully registering outreach clinic patients are key functions. Additionally, the position involves informing patients of financial/insurance obligations, performing clerical duties, creating/editing/maintaining master templates for scheduling protocols, communicating protocol changes, and rescheduling patients affected by physician schedule changes. The role also provides educational opportunities for schedule template creation to enhance physician productivity and patient satisfaction. Performance improvement principles are utilized to assess and improve quality, and the employee identifies needs and sets goals for personal growth and development.

Requirements

High school graduate or equivalent
Prior experience in a customer service-related field preferred; health care experience is desirable

Responsibilities

Answers all incoming phone calls to the Central Appointment Desk (CAD) for scheduling appointments and diagnostic procedures.
Performs pre-registration of new patients and patients seen in outreach clinics.
Coordinates the scheduling of patient appointments in a manner that meets the patients needs, offering alternatives when appropriate.
Accesses on-line physician/provider scheduling protocols for each appointment scheduled to ensure scheduling accuracy.
Schedules and enters orders for ancillary services via the order communication system.
Instructs patients on specific preparations and/or restrictions necessary to prepare for ancillary procedures.
Accesses any resources necessary to assist in meeting the needs of the caller.
Verifies basic demographic information when scheduling; pre-registers all new patients and fully registers all outreach clinic patients.
Informs patients of any financial/insurance obligations they may expect at the time of their appointment.
Performs clerical duties to include filing, mailing patient appointment reminders, faxing outreach schedules, and completing ancillary service orders.
Creates edits and maintains master templates for physician, hospital and clinic ancillary appointment types and scheduling protocols as requested by physicians and in accordance with access initiatives.
Communicates changes in protocols to appropriate personnel.
Reschedules patients whose appointments are affected by a change in physician schedule.
Provides educational opportunities to physicians, nursing and administration allowing for the creation of a schedule template which will positively affect the physician in achieving productivity needs, patient satisfaction and reduce the need to revise schedules.
Utilizes performance improvement principles to assess and improve quality.
Identifies needs and sets goals for own growth and development; meets all mandatory organizational and departmental requirements.
Maintains competency in all organizational, departmental and outside agency safety standards relevant to job performance.
Performs other duties as assigned or needed to meet the needs of the department/organization.