Centralized Patient Scheduler

IVI America•Radnor Township, PA

About The Position

Job Purpose: The Centralized Patient Scheduler is responsible for performing patient care duties, including but not limited to scheduling new/returning consults and managing/following up new patient inquiries. Essential Functions and Accountabilities: Accept phone calls and online inquiries from potential patients. Close the call by appropriately registering and scheduling new and returning patient appointments. Promote Boston IVF. Knowledgeable on the most current and accurate information regarding the doctors and practices for both patients and staff. Assists patients with general inquiries about Boston IVF, our physicians, insurance questions and our reproductive medicine services. Converts those calls to new patient appointments. Resolves problems by clarifying issues; researches and explores answers and alternative solutions Escalates medical complaints/questions to the appropriate medical professional. Provides timely response to patients’ inquiries by telephone and/or web-based leads consistent with service and quality standards. Documents all communication according to standard operating procedures. Provides notification of any urgent requests, complaints or compliments to the appropriate party or system. Provides availability and schedules appointments within established guidelines. Follows new patient scheduling “scripts” when handling different types of new patient/returning patient appointments. Updates patient information in the CRM database by entering required information. Remains informed regarding all Boston IVF marketing/advertising campaigns and the role of the Patient Liaison in accepting related inquiries by telephone and e-mail. Collaborates with the clinic’s patient services and admin team to ensure schedules are appropriately booked with qualified patients.

Requirements

High school diploma or equivalent – required
Bi-lingual in Spanish is required
Prior customer service experience required
Knowledge of customer service principles and practices
Knowledge of administration and clerical processes.
Excellent computer skills inclusive of Microsoft Office and Salesforce with prior experience in medical scheduling software
Knowledge of office procedure and office machines (i.e., computers, faxes, copiers, etc.)
Knowledge of medical terminology
Ability to communicate (written & verbal) accurately and concisely; must be able to speak clearly over the telephone

Nice To Haves

Prior experience with Salesforce is preferred
1-2 years of experience in a multi-physician specialty practice - preferred

Responsibilities

Accept phone calls and online inquiries from potential patients.
Register and schedule new and returning patient appointments.
Promote Boston IVF.
Assist patients with general inquiries about Boston IVF, our physicians, insurance questions and our reproductive medicine services.
Convert calls to new patient appointments.
Resolve problems by clarifying issues; researches and explores answers and alternative solutions
Escalate medical complaints/questions to the appropriate medical professional.
Provide timely response to patients’ inquiries by telephone and/or web-based leads consistent with service and quality standards.
Document all communication according to standard operating procedures.
Provide notification of any urgent requests, complaints or compliments to the appropriate party or system.
Provide availability and schedules appointments within established guidelines.
Follow new patient scheduling “scripts” when handling different types of new patient/returning patient appointments.
Update patient information in the CRM database by entering required information.
Remain informed regarding all Boston IVF marketing/advertising campaigns and the role of the Patient Liaison in accepting related inquiries by telephone and e-mail.
Collaborate with the clinic’s patient services and admin team to ensure schedules are appropriately booked with qualified patients.