Central Scheduling Representative

Thomas Jefferson University•Montgomery County, PA

2d•Onsite

About The Position

The Central Scheduling Representative handles scheduling requests from patients and families using automated call distribution software and established protocols. The role schedules appointments, triages general inquiries, and directs callers to appropriate healthcare services. It supports service excellence through first-call resolution, accurate registration, and accessible Jefferson Health services. Using telephony, scheduling, and care-team communication systems, the representative provides service, follow-through, and resolution for a large and diverse patient population. The role requires accurate data collection and entry, critical thinking, solution-oriented interactions, and a high level of customer service. This is a full-time position, Monday through Friday, 8:30 a.m. to 5:00 p.m., with a day work shift. The primary location is 1100 Virginia Drive, Fort Washington, Pennsylvania. Jefferson is a healthcare and higher-education organization serving the greater Philadelphia region, Lehigh Valley, Northeastern Pennsylvania, and southern New Jersey. The organization includes Thomas Jefferson University, Jefferson Health, and Jefferson Health Plans, and employs more than 65,000 people.

Requirements

At least 1 year of previous related experience.
Accuracy and attention to detail, including the ability to process information accurately.
Analytical thinking and the ability to identify root causes and develop alternative solutions.
Knowledge of electronic calendaring software and capabilities.
Knowledge of customer communication practices, tools, and techniques.
Knowledge of customer service management tools and techniques.
Decision-making and critical-thinking skills.
Effective communication skills, including accurately transmitting, receiving, and interpreting information and needs.
Ability to capture and document relevant business information in an organized, auditable, and retrievable manner.
Ability to work with a group to set objectives, guide and motivate achievement, and build commitment to objectives.
Effective listening skills and ability to gather, clarify, and apply verbally transmitted information.
Ability to establish and build healthy working relationships and partnerships with clients, vendors, and peers.
Ability to work effectively as part of a team.
Proficiency using computers.
Typing speed of 35 words per minute.
Knowledge of medical terminology, including terminology used by insurance and managed-care health plans.

Nice To Haves

Bilingual skills.
High school diploma or GED.

Responsibilities

Interact with co-workers, visitors, and other staff consistent with Jefferson's values.
Schedule patient appointments and register patients across the Jefferson Health System in accordance with clinical and insurance requirements to improve access and care coordination.
Use the electronic medical record (EMR) to schedule and register patients, confirm appointments, obtain or verify demographic information and insurance benefit eligibility, answer inquiries, and resolve user issues in accordance with protocols and departmental policies.
Coordinate orders, referrals, and insurance requirements by obtaining or confirming patient information so patients can receive maximum benefits for services.
Follow regulatory and compliance requirements, including local payor coverage determinations.
Use central scheduling telephony software to handle assigned call volume or digital requests efficiently.
Maintain individual and team qualitative and quantitative performance targets.

Benefits

Medical insurance, including prescription coverage
Supplemental insurance
Dental insurance
Vision insurance
Life and accidental death and dismemberment insurance
Short- and long-term disability insurance
Flexible spending accounts
Retirement plans
Tuition assistance
Voluntary benefits, including access to group insurance rates and discounts
Tuition discounts at Thomas Jefferson University after one year of full-time service or two years of part-time service
Medical insurance, including prescription coverage, is available to all colleagues, including those working less than part-time, per diem colleagues, adjunct faculty, and Jeff Temps.