Outpatient Scheduling Coordinator - 40hrs/Day Shift

Mass General Brigham•Northampton, MA

22h•Onsite

About The Position

Mass General Brigham relies on a wide range of professionals to advance its mission. Cooley Dickinson Health Care, a member of the Mass General Brigham system, is advancing health care in western Massachusetts. The Outpatient Scheduling Coordinator (Scheduler) is responsible for performing patient appointment scheduling for various departments hospital-wide and for the accurate registration of all patients, which includes verifying patient demographics and correctly choosing the appropriate insurance plan. The Scheduler maintains a variety of scheduling work queues. This position reports to the Central Scheduling Supervisor and operates within established organizational and departmental policies and procedures.

Requirements

High school diploma or equivalent required.
Related work experience in a medical office or healthcare setting, 2-3 years required.
Basic computer skills, including demonstrated ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality.
Excellent customer service skills, strong communication, interpersonal and team skills.
Ability to exercise judgment in dealing with sensitive, confidential information.
Detail-oriented with the ability to enter information accurately on paper and into electronic systems.
Ability to handle a high volume of calls and work in a fast-paced environment.
Requires the ability to translate the request of the patient or referring office into the appropriate action – appointment scheduling or cancelling, message to the provider, update insurance or demographic information – using the tools and protocols available.
Requires an in-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

Nice To Haves

Experience working with Epic, 2-3 years preferred.

Responsibilities

Accurately schedule any outpatient ancillary service as outlined by departmental policy and procedures either directly with patients or at the request of the physician’s office.
Explain multiple examinations, scheduling options, and exam preparations.
Interview incoming patients, or their representative, to obtain all pertinent and financial information required for the proper preparation of all forms and records.
Accurately and comprehensively collect and verify demographic and insurance information from patients and/or their representatives and enter it into applicable databases in a sensitive and timely manner.
Verify patient insurance coverage with Third Party Payers and determine eligibility by utilizing appropriate applications.
Work productively with all members of the Central Registration Team.
Accept and contribute to all goals and objectives established by management.
Receive referral and orders from physician offices, patients, their representatives, and visiting nurse associations.
Schedule patients according to location of service requested utilizing the current scheduling system.
Instruct patients and/or physician offices of patient prep instructions.
Interact effectively with patients and doctor’s offices in order to gather correct, complete data necessary to ensure that clinical and fiscal responsibilities are facilitated, for both the patient and the hospital.
Follow manual procedures when computer system is not functioning properly.
Provide excellent customer service to both internal and external customers.
Strive for the goal of achieving a positive experience for the patient.
Schedule all patients’ appointments via the current scheduling system.
Notify physicians’ offices and insurance companies if a prior authorization is required.
Educate patients and their representatives about insurance authorizations as needed.
Perform medical necessity checks and advise physician’s office if additional information is required.
Follow insurance guidelines and keep up to date with all insurance requirements and stipulations in order to obtain reimbursement.
Maintain scheduling work lists which includes the order requiring appointment, appointment requiring order, fax backs, call backs, etc. in a timely manner.
Effectively work within multiple computer systems to complete all scheduling tasks.
Call patients at home when needed to verify information and to reschedule and/or remind of appointments.
Stay current with new regulations of the many public and private insurance companies which patients carry; such as Medicare, Blue Cross HMO’s, Health New England, Tufts, Worker’s Comp, and Liability - pre-authorization approval guidelines.
Utilize eligibility checkers such as Emdeon, Medifax, NEHEN and various websites.
Follow guidelines in order to attain the appropriately benefit, eligibility and co-payment information and update the Hospital based computer system accordingly.
Advise non insured patients of Hampshire Health Connect and provide contact information.
Provide patient information in accordance with regulations governing divulgence of information (HIPAA).
Maintain confidentiality of all patients’ records and data.
Interface with medical records and billing department as required based on department, hospital, and patient care needs.
Provide coverage for extra shifts in case of unexpected absence of staff members or for vacation coverage for patient care needs.
Work a flexible schedule as needed for business purposes.
Maintain established hospital and departmental policies and procedures, objectives, confidentiality, quality improvement program, compliance, safety, infection control and environmental standards.
Maintain professional growth and development through attendance at seminars, workshops, conferences or in-services, professional affiliations or journals to stay abreast of current trends in field of expertise.
Meet annual competency and retraining requirements.
Attend meetings as required.
Perform other functions/duties as requested.