Clinic Scheduler II: Orange Coast Women's Call Center

Hoag•Costa Mesa, CA

7d•$25 - $36

About The Position

The Clinic Scheduler II, also referred to as Customer Service Specialist II, Member Advocate II, or CPS Specialist II depending on the department, is responsible for serving patients, members, and providers. Key duties include answering phone calls, scheduling patient appointments, and triaging calls as necessary. This role may also involve conducting patient/member pre-certification to ensure coverage for appointments and medical care. The position functions as a liaison, utilizing data and technology to ensure a high-value and personalized experience. For specific departments, the role involves developing specialized expertise (e.g., Health Plan benefits, Provider Disputes), handling complex claims and referrals, performing outreach calls for wellness activities, and efficiently managing a high volume of transactions (40+ per day) with minimal errors. Schedulers at this level are expected to mentor staff and work independently across multiple departments and modalities with little to no supervision, consistently meeting requirements for excellent customer service and maintaining high patient and physician satisfaction ratings.

Requirements

Serve patients, members, and providers.
Answer phone calls.
Schedule patient appointments.
Triage phone calls.
Conduct patient/member pre-certification.
Utilize data and technology.
Develop specialized expertise in a specific domain (e.g., Health Plan benefits, Provider Disputes, Professional chat etiquette guidelines).
Address complex issues with claims and referrals.
Perform outreach calls.
Effectively handle 40+ transactions per day for multiple departments with minimal or no error.
Competently perform all functions of FAX, Work-lists, and HIE duties.
Handle calls, concerns, and procedures of increasing complexity.
Meet all requirements for excellent customer service.
Maintain a high service patient and physician satisfaction rating.
Mentor staff.
Work independently in multiple departments and modalities with minimal or no supervision.

Responsibilities

Answering phone calls and scheduling patient appointments.
Triaging phone calls as necessary.
Conducting patient/member pre-certification to ensure coverage for appointments and medical care.
Serving as a liaison to ensure a high value and personalized experience.
Developing specialized expertise in specific domains such as Health Plan benefits or Provider Disputes.
Addressing complex issues with claims and referrals.
Performing outreach calls to assist with wellness activities.
Effectively handling 40+ transactions per day for multiple departments with minimal or no error.
Performing all functions of FAX, Work-lists, and HIE duties.
Scheduling and handling calls, concerns, and procedures of increasing complexity across different departments (e.g., radiology, sleep).
Mentoring staff and working independently in multiple departments and modalities with minimal or no supervision.
Maintaining a high service patient and physician satisfaction rating.