Central Scheduler

Providence Medical Grp.•Moraine, OH

3d•Onsite

About The Position

The Central Scheduler creates a positive first impression of the practice by greeting patients and other callers, quickly directing callers to the appropriate department or person, and scheduling patient appointments according to Providence Medical Group (PMG) protocols. The role obtains required information for new and established patients and is an in-person position located at the Providence Medical Group administration office. The position handles incoming calls, routes clinical, billing, urgent, and complaint-related calls according to PMG protocols, and records accurate messages. It enters and updates patient information in the Athena EMR, gathers insurance and call-tracking information, schedules, cancels, and reschedules appointments, and documents changes in the patient record. The scheduler also explains PMG’s payment-at-time-of-service policy, advises patients to bring their insurance card, identification, and payment, and directs patients to the portal or website for forms. The role requires maintaining patient confidentiality and HIPAA compliance, communicating professionally, and performing work accurately in a business environment.

Requirements

High school diploma or GED equivalent.
At least two years of experience in a medical office or medical insurance setting.
At least one year of medical office billing experience.
Strong oral and written communication skills.
Knowledge of Microsoft Outlook, Word, and Excel.
Computer knowledge sufficient to navigate websites such as Availity and Athena.
Fundamental math, computer application, and keyboarding skills.
Ability to process information accurately and enter data correctly.
Ability to handle sensitive and confidential patient information professionally and maintain HIPAA compliance.
Ability to quickly obtain information from callers, direct calls appropriately, deal tactfully with unfriendly individuals, and handle stress.
Ability to perform essential duties requiring prolonged sitting, bending, stooping, manual dexterity, and extended reading of telephone and computer terminals; vision correctable to 20/20.

Responsibilities

Determine the nature of telephone calls and direct urgent calls to the appropriate medical office location.
Take accurate messages according to PMG protocols and direct patient clinical calls to the practice Medical Assistant (MA).
Direct Provider clinical calls according to practice protocols.
Route billing calls to the appropriate practice location and patient complaints or comments to the appropriate site supervisor.
Use telephone courtesy, including when placing callers on hold or directing them to voicemail.
Enter new patient information and update established patient information accurately in the Athena EMR.
Obtain insurance information for appointments according to PMG protocol.
Schedule appointments accurately and determine the reason for the visit to allocate the appropriate appointment time.
Obtain tracking information for new patient calls according to PMG protocol.
Inform new and established patients about PMG’s payment-at-time-of-service policy and ensure they understand they should bring their insurance card, identification, and payment to appointments.
Cancel and reschedule appointments as needed and document changes in the patient’s EMR.
Direct patients to the patient portal to update or complete forms and refer new patients to the PMG website for new patient forms.
Maintain patient confidentiality and HIPAA compliance.
Maintain effective relationships with staff at all levels and handle sensitive patient information professionally.