Healthcare Scheduler Gastroenterology

Banner Health•Chandler, AZ

4d•Onsite

About The Position

The Healthcare Scheduler supports East Valley Gastroenterology by serving as a point of contact for patients calling multiple GI clinic locations. The position coordinates scheduling for physicians, medical facilities, and practices, with the goal of providing an accurate, easy, and empathetic patient experience. It uses customer engagement strategies, knowledge of clinical procedures, and familiarity with company facilities to provide timely information and help patients access care. The role schedules appointments, tests, and procedures; coordinates patients, providers, facility resources, ancillary staff, records, referrals, authorizations, and payers; and collects and documents patient, insurance, and medical information. The scheduler provides appointment details, directions, and pre- and post-test instructions, answers questions within established guidelines, refers clinical questions as appropriate, and sets payment expectations. The position also communicates with patients and healthcare teams through phone, chat, email, electronic medical record messaging, and other digital channels. Where applicable, it verifies insurance coverage, collects pre-payments, and manages documents and orders received from physician offices. The position is based at Banner Health Clinic Chandler Medical Pavilion GI in Chandler, Arizona. The stated schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m.

Requirements

High school diploma, GED, or equivalent working knowledge.
At least 1 year of customer service or related experience in a healthcare setting, such as medical office or clinic work or hospital scheduling; other acceptable experience includes laboratory work, medical transcription, medical assisting, or medical reception in a medical setting, or equivalent experience.
Ability to provide customer service and work in a fast-paced inbound contact center environment.
Ability to use technology tools to research information and respond accurately to inquiries by phone, email, or instant messaging/chat while maintaining a professional, solutions-oriented demeanor.
Ability to build customer loyalty through positive interactions and provide an easy customer experience.
Computer and typing skills, accurate and efficient keyboarding, and ability to work with common office software.
Excellent interpersonal and communication skills and the ability to maintain a positive, helpful attitude with customers, providers, and clinic operations.
Ability to follow oral and written directions and acquire and use knowledge of the company's customer information systems.
Excellent organizational and time-management skills.
Effective teamwork skills and ability to meet deadlines and productivity standards.

Nice To Haves

Experience in an inbound call center or as a scheduler in a practice management environment.
Knowledge of payor contract terms and processes.
Some familiarity with medical terminology.
Additional related education and/or experience.

Responsibilities

Schedule medical appointments by coordinating patients, providers, facility resources, ancillary staff, records, referrals, authorizations, and payers.
Receive and initiate calls with patients, providers, provider offices, and facilities, following established scheduling procedures and protocols.
Schedule appointments, tests, and procedures using electronic medical record and scheduling systems, and identify alternative scheduling solutions when a patient's preference is unavailable.
Obtain and accurately document patient demographics, insurance information, required documents, and pertinent medical information during intake and registration.
Provide appointment information, pre- and post-test instructions, location details, and directions; answer questions within guidelines and refer questions to medical offices when appropriate.
Set payment expectations and provide estimated payment details where applicable to help avoid surprises at the point of service.
Communicate with patients, facilities, providers, and clinical colleagues through phone, chat, email, electronic medical record messaging, and other digital channels.
Solicit, label, store, and manage scanned documents and orders in document imaging software, ensuring required documents are received and orders comply with facility policies.
Where applicable, collect pre-payments and verify insurance coverage.
Handle inbound and outbound customer and staff communications for facilities in the states where the organization operates, working with departments and staff to provide accurate managed care information.