Healthcare Scheduler Gastroenterology

Banner Health•Mesa, AZ

4d•Onsite

About The Position

The Healthcare Scheduler supports scheduling across the system for physicians, medical facilities, and medical practices. The role coordinates scheduling details such as facility resources, physicians, authorizations, insurance verification, benefits, and payment expectations to provide an accurate, empathetic, and convenient customer experience. For Gastroenterology, the scheduler serves patients calling about multiple GI clinic locations and helps them feel heard and supported throughout their care journey. The position works with patients, providers, provider offices, facilities, and clinical colleagues by phone and through written and digital channels. It schedules appointments, tests, and procedures; gathers and documents patient and insurance information; communicates appointment instructions and payment expectations; and helps ensure required referrals, authorizations, orders, and records are in place before appointments. The role is based at Banner Health Corporate in Mesa, Arizona. Interviews take place at 1400 S. Dobson Rd. The schedule is Monday through Friday, 8:30 a.m. to 5:00 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; acceptable related experience may include laboratory work, medical transcription, medical assisting, or medical reception.
Ability to provide customer service and demonstrate knowledge 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, solution- 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 effectively 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.
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 software, and identify alternative appointment options when a patient's preference is unavailable while following safety protocols.
Obtain and accurately document patient demographics, insurance information, required documents, and pertinent medical information during intake and registration.
Obtain information needed for authorizations, referrals, or other facility and insurance-carrier requirements.
Provide pre- and post-test instructions, appointment locations, directions, and answers to questions within established guidelines; refer clinical questions to medical offices as appropriate.
Set payment expectations and provide estimated payment details where applicable to help patients avoid unexpected costs 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; ensure required documents are received and orders comply with facility policies.
Where applicable, collect prepayments and verify insurance coverage.
Handle inbound and outbound customer and staff communications for facilities in the states where the organization operates, and work with departments and staff to provide accurate managed-care information.