Patient Contact Center Scheduler

Franciscan Alliance, Inc.

3d • Hybrid

About The Position

Patient Contact Center Scheduler I is critical for coordinating, scheduling, and registering appointments for office visits for providers, imaging, and ancillary departments. In this role you will act as a first point of contact for patients/customers and assists with matching patients/customers' needs to the appropriate provider or resource. WHO WE ARE Franciscan Health is a leading healthcare organization dedicated to providing exceptional patient care and promoting health and wellness in our community. Our mission is to ensure that every patient receives the highest quality of care through innovation, compassion, and excellence. With 12 ministries and access points across Indiana and Illinois, Franciscan Health is one of the largest Catholic health care systems in the Midwest. Franciscan Health takes pride in hiring coworkers who provide compassionate, comprehensive care for our patients and the communities we serve. WHAT YOU CAN EXPECT 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. Training hours: Monday thru Friday 8a-430p. Once fully trained can remain 8a-430p onsite (Hammond, IN) or if meeting KPI has option to work from home 9a-530p

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED