Healthcare Scheduler Gastroenterology

Banner Health•Mesa, AZ

2d•Onsite

About The Position

The Healthcare Scheduler schedules appointments across the system for physicians, medical facilities, and medical practices. The role coordinates patients, providers, facility resources, ancillary staff, records, referrals, authorizations, insurance verification, benefits, and payment expectations to provide an accurate, timely, and empathetic customer experience. The position serves patients calling about multiple GI clinic locations and communicates with patients, providers, offices, facilities, and clinical colleagues through phone, chat, email, electronic medical record messaging, and other digital channels. The scheduler uses electronic medical record and scheduling systems to schedule appointments, tests, and procedures according to clinical protocols and scheduling standards. Responsibilities also include obtaining and documenting patient demographic, insurance, and medical information; providing appointment information, directions, and pre- and post-test instructions; handling documents and orders; verifying insurance and collecting pre-payments where applicable; and directing clinical questions to medical offices as appropriate. This position is based at Banner Health Clinic Chandler Medical Pavilion GI in Chandler, Arizona. The posted 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 one year of customer service or related experience in a healthcare setting, such as a medical office, clinic, or hospital scheduling; acceptable related experience may include laboratory work, medical transcription, medical assisting, or medical reception.
Ability to provide customer service in a fast-paced inbound contact center environment.
Ability to use technology tools to research information and respond accurately to inquiries by phone, email, and/or instant messaging or 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 software; identify alternative scheduling options when patient preferences are unavailable while following protocols and ensuring patient safety.
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 patients avoid surprises at the point of service.
Communicate with patients, facilities, providers, and clinical colleagues through written, digital, and verbal channels, anticipating needs and responding appropriately.
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 across the states in which the organization operates, and work with departments and staff to provide accurate managed care information.