Clinic Scheduler: Hoag Clinic Resource Pool

Hoag•Costa Mesa, CA

About The Position

The Customer Service Specialist serves our patients, members, and providers. Responsible for answering phone calls and scheduling patient appointments. Triages phone calls as necessary. May conduct patient/member pre-certification to ensure coverage for appointments and medical care. With the assistance of data and technology, they function as a liaison and ensures a high value and personalized experience. For Hoag Clinic: Member Advocate III Member Advocate Level III develops a specialized expertise in a specific domain (Health Plan benefits, Provider Disputes, Professional chat etiquette guidelines, etc.). The Level III advocate has a high proficiency to address complex issues with claims and referrals. The Level III advocate will also perform outreach calls to assist with wellness activities. Member Advocate Level III is a mentor on the team that leads aspects of training function, is a subject matter expert in a variety of knowledge sets, and effectively handles service recovery functions, and is a change agent for service delivery and process improvement activities. For Revenue Cycle: CPS Specialist III This position requires the ability to perform all functions within the SERVE essential job functions, including Level I and II. Level III can effectively handles 40+ transactions per day with minimal or no error. This position is responsible for mentoring or training staff to more complex scheduling procedures. This level is able to complete complex scheduling procedures for all specialty scheduling i.e. breast biopsy, MRI sedation, interventional radiology and is inclusive of procedures for all partnering departments. Schedulers in this level can work independently in all modalities with minimal or no supervision.

Requirements

3 years of customer service experience
2 years of experience within a call center or healthcare setting with direct patient interaction
High School Diploma or equivalent
Complete 1 year of employment in Access Department or Front Desk scheduling or customer service experience
Complete 1 year experience in scheduling at Hoag Hospital
Accuracy 98%, for registrations and appointments
Productivity exceeds 60 registrations or appointments per day
Completes appointments in RMS and Affinity and meets monthly collection goals
Has helped develop or complete 2 policy and procedures for the CPS department and mentors staff on a consistent basis
Provided in-service to partnering departments on different processes or systems utilized with CPS
Mastered the 5 Declarations and actions of Own IT process

Nice To Haves

Bilingual skills preferred
Previous work experience working as a care coordinator, member advocate, or health care unit coordinator or similar health related job function preferred
Bachelor’s degree or obtaining a bachelor’s degree in healthcare related field OR certified medical assistant OR Licensed Vocational Nurse preferred
Certified Medical Assistant
Certified Medical Interpreter
Medical Terminology certification

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.
Developing specialized expertise in a specific domain (Health Plan benefits, Provider Disputes, Professional chat etiquette guidelines, etc.).
Addressing complex issues with claims and referrals.
Performing outreach calls to assist with wellness activities.
Mentoring on the team and leading aspects of training function.
Acting as a subject matter expert in a variety of knowledge sets.
Handling service recovery functions.
Acting as a change agent for service delivery and process improvement activities.
Handling 40+ transactions per day with minimal or no error.
Mentoring or training staff to more complex scheduling procedures.
Completing complex scheduling procedures for all specialty scheduling (e.g., breast biopsy, MRI sedation, interventional radiology) and procedures for all partnering departments.
Working independently in all modalities with minimal or no supervision.