Patient Contact Center Scheduler

Franciscan Alliance, Inc.

1d•Hybrid

About The Position

The Patient Contact Center Scheduler I is responsible for coordinating, scheduling, and registering appointments for office visits for provider, imaging, and ancillary departments. The specialist acts as a first point of contact for patients/customers and assists with matching patients/customers' needs to the appropriate provider or resource. The PEAC Specialist I performs contact center activities which include managing inbound and outbound calls, routine and advance scheduling, basic triage, message taking, preregistration. The PEAC Specialist I is responsible for elevating identified barriers to access to leadership and is proactively involved in resolving patient/customers issues, concerns, and complaints. PEAC Specialist I are responsible to engage in conversations with patients on their responsibilities for copayment, prepayment, and outstanding balance and engage in the POS collection process.

Requirements

High School Diploma/GED
1 year Healthcare contact center, ambulatory or acute clinic or physician office experience

Responsibilities

Manage inbound and outbound calls with the goals of accurately scheduling patients, taking messages, utilizing templates and routing clinical inquiries appropriately.
Assess the caller’s needs and response to ensures the appropriate resolution for the inquiry or issue.
Understand when to escalate calls to RN, provider clinic, or PEAC leadership.
Proactively escalate areas of concerns or uncertainty relating to provider/ancillary departments and provide recommendations in relation to workflows, medical questions, and EPIC build.
Exhibit strong understanding of specialized PEAC processes, questionnaire, subgroups, auto search, decision trees, pre-registration, message templates, referral capture and insurance plan networks.
Drive and support activities to diminish financial risk of patient accounts through patient insurance registration activities.
Discuss and collect on the patients’ financial responsibility for their upcoming visit, outstanding balances, and providing estimates for services that are being scheduled.