Healthcare Scheduler Gastroenterology

Banner Health•Glendale, AZ

1d•Onsite

About The Position

The Healthcare Scheduler is responsible for scheduling across the system for physicians, medical facilities, and medical practices. The role coordinates scheduling details, including facility resources, physicians, authorizations, insurance verification, benefits, and payment expectations to support an exceptional customer experience. Using customer engagement strategies and knowledge of clinical procedures and company facilities, the scheduler provides accurate, timely information to make the patient experience easy, empathetic, and differentiated. The position is based at Banner Health Center Plus in Glendale, Arizona, and works with patients, providers, facilities, and clinical colleagues. It provides information and instructions to patients, helps coordinate appointments and procedures, and supports accurate registration and documentation. The role also communicates with staff across facilities and departments and may collect pre-payments and verify insurance coverage where applicable.

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; acceptable related experience may include laboratory work, medical transcription, medical assisting, medical reception, or equivalent experience.
Ability to provide customer service and work in a high-paced inbound contact center environment.
Ability to use technology tools to research information and respond accurately to customer inquiries through calls, email, and/or instant messaging or chat.
Professional, solutions-oriented, and service-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 a positive, helpful attitude with customers, providers, and clinic operations.
Ability to follow oral and written directions and acquire and use knowledge of 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 payer 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 while following established scheduling procedures and protocols.
Schedule appointments, tests, and procedures using electronic medical record and scheduling software according to clinical protocols and scheduling standards.
Identify alternative scheduling solutions when a patient's preferred time is unavailable while adhering to procedures and supporting patient safety.
Obtain patient demographics, insurance information, and documents needed for authorizations, referrals, and other facility or payer requirements.
Document accurate patient information during intake and registration and acquire and record pertinent medical information according to procedural guidelines.
Provide appointment details, directions, and pre- and post-test instructions; answer questions within guidelines and refer questions to medical offices as appropriate.
Set payment expectations and provide estimated payment details where applicable.
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; ensure required documents are received and orders comply with facility policies.
Collect pre-payments and verify insurance coverage where applicable.
Handle inbound and outbound customer and staff communications for facilities in the states where the organization operates.
Work with departments and staff to provide accurate managed-care information.