Lead Patient Access Scheduler

Fairview Health Services•Minneapolis, MN

3d•Remote

About The Position

The Access Navigation Center (ANC) is an inbound, fast-paced, high-volume center with an average of 6,000 calls per day. The SAC supports multiple Adult and Pediatric Specialties, which include Cardiology, Dermatology, ENT, Med-Surg, Neuroscience, Oncology, Ophthalmology, Primary Care, Pulmonology, Solid Organ Transplant, Urology, Women’s Health and so many more! As the first point of contact, the SAC provides essential support in connecting patients with the care they need.

Requirements

1+ Years Customer Service experience in healthcare or professional service industry
Proven ability to listen effectively, maintain HIPAA-compliant confidentiality, and resolve patient complaints while demonstrating patience and professionalism
Strong telephone management, organization, and prioritization skills
Ability to multi-task
Excellent computer skills

Nice To Haves

Post-Secondary Education
2 years of customer service in a healthcare setting

Responsibilities

Use technology proficiently to identify and satisfy patient appointment scheduling needs
Coordinate all aspects of patient scheduling needs according to protocols
Notifies caller of change in appointment scheduling
Acquires patient demographic and insurance information for new patients and verifies for returning patients
Can optimally determine when a conversation needs to be escalated to triage or manager
Provides pre-appointment instructions to patients at the time of the call
Responds to, answers and/or advises questions or concerns
Facilitating daily and weekly huddles & connects with team
Complete call and registration audits
Process and address scheduling errors
First point of contact for Scheduling Team regarding scheduling questions
Build and facilitate training for new team members
Make daily adjustments to insure adequate phone coverage as it changes throughout the day.