PATIENT SCHEDULER- CASUAL

Independence Health System•Latrobe, PA

35d•Hybrid

About The Position

This position acts as an intermediary between the department and the customer to meet the customer’s need for information, support, assistance and scheduling of outpatient rehabilitation services. The scheduler helps the organization and department understand customer’s needs, expectations, or difficulties by creating positive relationships with the department, therapists, support staff, patients, their families, and referral sources. Using critical thinking skills, the employee will interact with customers to provide and process information in response to inquiries, concerns and request about Independence Health System services using a vast arrangement of technical resources that will allow the department to maintain focus on the needs of our communities. The employee is ultimately responsible for creating an exemplary customer service experience that encourages ongoing relationship with the department and organization, while focusing on the patient’s needs. Will efficiently and accurately schedule patients for outpatient rehabilitation services, as well as obtain update patient information and insurance coverage. Possesses excellent customer service skills when interacting with patients, families, physicians, staff and team members. Prior clinical experience, telephone experience and scheduling experience preferred for this position. Participates in orientation, continuing education offerings and annual competencies.

Requirements

High School Diploma, GED or higher level of education.
One (1) year of recent experience in patient access, scheduling, cash collections, insurance and/or precertification requirements or directly related experience in a hospital.
Knowledge of medical terminology.
Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice.
Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.
Experience in customer service, telephone experience and Microsoft Office.

Nice To Haves

Two (2) years’ experience of customer service and scheduling experience.
Knowledge of third-party payer regulations and requirements.
Previous clinic experience in outpatient rehabilitation services.
Prior clinical experience, telephone experience and scheduling experience preferred for this position.

Responsibilities

Schedules patient appointments for Outpatient Rehabilitation Services
Possesses a knowledge of the Outpatient Rehabilitation Staff, including their specialties
Maintains positive relationship with referral source and outpatient rehabilitation services support staff
Answers calls quickly, efficiently and with a customer friendly approach
Assists customer in finding a therapist, based upon their preferences, needs, and location
Informs supervisor/manager for problematic situations and demonstrates ability to support recommendations/decisions
Attempts to convert all therapy referrals into an office visit
Checks first available appointment if applicable
Schedules appointments appropriately using tools available
Contact user departments to address special circumstances for scheduling
Takes responsibility for asking for assistance when needed
Follows chain of command
Ensures communication with all patients/coworkers
Interacts professionally with patient/patient representative for obtaining information
Communicates with departments any add-on, or cancellations for same/next business day
Demonstrates positive verbal communication skills, including active listening
Ability to maintain professional behavior in difficult situations
Excellent interpersonal, written and oral communication
Follow the chain of command with communication
Supports performance improvement initiatives
Assist with data collection
Responsible for a number of statistical reports to determine the volume of calls and referrals coming through Centralized Scheduling in the Outpatient Rehabilitation Department
Provide patient with Department and system information to include locations, addresses, parking etc.
Responds to customers inquiries
Maintain working knowledge of department applications such as EMR, Allscripts, STAR, IDX, Microsoft Outlook, Word and Excel
Registration of scheduled patients
Obtain patient prescription via Allscripts if available
Verify insurance and obtain authorization if required, following insurance guidelines
Verify information in EMR for accuracy
Call patients to verify information as needed
Pre-register scheduled patients within department/facility guidelines
Notify department if information is needed from patient once they arrive for their scheduled appointment
Ability to perform necessary updates in patient record
Other duties as assigned.