Complex Scheduler (Surgery Scheduling)

Fairview Health Services•Maplewood, MN

123d

About The Position

The Complex Scheduler is responsible for scheduling and coordinating multiple services, including appointments, imaging, labs, procedures, surgeries, and treatments. The role collaborates with providers, clinic staff, schedulers, multiple departments and locations, and outside organizations as needed to ensure services are appropriately timed, coordinated, and sequenced and that associated activities are complete. The Complex Scheduler serves as a point of contact for patients and caregivers before and after appointments, provides information and updates, manages scheduling work queues and messages, identifies potential barriers to care, and coordinates with care teams to support timely services and records. The role also prepares and updates provider schedules across multiple locations, manages Epic in-basket and pool messages, and communicates information delegated by providers. The position follows organizational standards for patient-centered service, safety, communication, and continuous improvement, and performs other duties as assigned.

Requirements

At least 2 years of experience in a healthcare setting or practice.
At least 1 year completing scheduling and registration of appointments.
At least 1 year practicing good public relations, customer service, time management, prioritization, and patient communication skills.
At least 1 year of proficient computer keyboarding and use of Microsoft Office tools, including Word, Excel, Outlook, and Teams.

Nice To Haves

Healthcare- or business-related degree.
At least 2 years of experience working in a healthcare setting using Epic Health Records.
At least 1 year of telephonic customer experience.
At least 1 year templating schedules in Epic.
At least 1 year providing administrative medical support.
At least 1 year utilizing basic medical terminology.

Responsibilities

Coordinate appointments, procedures, surgeries, labs, imaging, and treatments as a single point of contact.
Navigate and interpret service protocols, tools, standard work, and information to help ensure appropriate services are delivered.
Provide patients and caregivers with information and updates; answer questions about scheduled appointments, procedures, and tests.
Monitor competing demands, prioritize work, and maintain a pleasant and friendly demeanor.
Monitor, manage, schedule, and reschedule appointments from work queues or messages.
Identify potential issues that could complicate care, such as insurance issues or adherence concerns.
Collaborate with patients, caregivers, providers, schedulers, and care team members to prioritize and sequence appointments, labs, and imaging; confirm follow-through; ensure records are received and available; and complete prior authorization when needed.
Communicate professionally and respectfully with patients, caregivers, providers, care team members, and outside health systems, and partner with customers to resolve questions and concerns.
Follow standard processes and workflows to support safety and reliability; communicate relevant information and updates to providers, employees, and departments.
Prepare, manage, and update daily schedules and calendars for physicians providing procedures, surgeries, and clinic appointments at outreach clinics, hospitals, and procedure centers; inform physicians of schedule changes or updates.
Review and respond to patient messages in the Epic in-box or through MyChart.
Gather and document information to facilitate communication between patients or caregivers and the care team; ensure messages are addressed within standard timeframes and escalate issues requiring prompt attention.
Review charts to identify important information for patients and providers and communicate information delegated by providers.
Adjust service approaches to reflect the developmental level and cultural differences of the population served; partner with patients and caregivers in care and decision-making; communicate respectfully; and maintain a safe, secure environment.
Individualize plans of care, modify clinical interventions based on the population served, and provide patient education based on assessed learning needs.
Fulfill organizational requirements and required learning, comply with relevant laws, regulations, policies, procedures, and standards, foster improvement and efficiency, and perform other duties as assigned.