Complex Scheduler (Southdale Cardiology Clinic)

Fairview Health Services•Edina, MN

11d

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, departments, locations, and outside organizations as needed to ensure services are properly timed, coordinated, and sequenced and that associated activities are complete. The scheduler serves as a point of contact for patients and caregivers before and after appointments, manages schedules and communications, and helps ensure that records, authorizations, and other care-related steps are completed. The position also prepares and updates physician schedules across multiple locations and manages patient messages and delegated communications through Epic and MyChart.

Requirements

At least 2 years of experience in a healthcare setting or practice.
At least 1 year of experience completing appointment scheduling and registration.
At least 1 year of experience practicing public relations, customer service, time management, prioritization, and patient communication skills.
Proficiency with computer keyboarding and 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 of experience templating schedules in Epic.
At least 1 year of experience providing administrative medical support.
At least 1 year of experience using basic medical terminology.

Responsibilities

Coordinate appointments, procedures, surgeries, labs, imaging, and treatments as a single point of contact.
Navigate and explain complex service protocols, tools, standard work, and information to help ensure appropriate services are delivered.
Provide patients and caregivers with information and updates, and respond to questions about scheduled appointments, procedures, or tests.
Monitor competing situations, prioritize work to meet patient needs, 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 other care team members to prioritize and sequence appointments, labs, and imaging; confirm follow-through; ensure records are available to providers; and complete prior authorization when needed.
Communicate professionally and respectfully with patients, caregivers, providers, care team members, and outside health systems; resolve customer questions and concerns; and deliver a consistently high level of service.
Follow standard processes and workflows to support safety and reliability, and communicate relevant information and updates to providers, employees, and departments.
Prepare, manage, and update physician schedules and calendars for 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 inbox or through MyChart; gather and document information to facilitate communication between patients or caregivers and the care team; address messages within standard timeframes and escalate issues requiring prompt attention.
Review charts to identify important information 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 help ensure 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, complete required role-related learning, and comply with relevant laws, regulations, policies, procedures, and standards.
Foster improvement, efficiency, and innovative thinking, and perform other duties as assigned.