Patient Scheduler II-Rio Rancho Urgent Care

Presbyterian Healthcare Services•Rio Rancho, NM

30d•$16 - $23•Onsite

About The Position

Provides exceptional patient experience for each patient case Accuracy in scheduling is paramount in performance Uses advanced visit types in a multi-disciplinary specialty 100% validation prior authorizations/certifications/referrals are in place PRIOR to procedure Perform non-clinical pre-surgery patient and family education Coordinate admission paperwork when applicable Other duties as assigned

Requirements

High school or equivalent
Short-term training in Medical Terminology.
A minimum 12 months experience in a clinical setting
Proficiency in prior authorization/certification/referral process
Must pass EPIC competency for Registration at completion of Epic Clerical Training class
Performs appointment scheduling for patient via the telephone or in person to include testing, procedures and clinician appointments
Coordinates advanced scheduling guidelines to include surgeons, resources, proctors, etc.
Requires strong organizational skills
Must be able to function under pressure while maintaining professionalism
Working knowledge of CPT and ICD-10 coding
Pass annual competency exam for all areas of responsibility.
Attend Quarterly MSO meetings.
Attend Staff meetings
Attend Employee Forums

Responsibilities

Achieve exceptional patient experience for patients and patient families by using CARES, AIDET and EPE tools.
Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times
Ability to manage conflict and appropriately request the help of a supervisor when needed
Round with patients waiting to insure their comfort and to inform of delays when applicable
Performs the patient scheduling process and validates accurate patient demographics
Guide informed dialogue with patients and patients representatives regarding in-network coverages (respecting CDS and RDS guidelines)
Set patient expectations regarding Prior Authorization, Referrals and out of pocket expenses
Meet 1 on 1 with patient to schedule invasive procedures in or out patient
Advised patient and patient families of non-clinical instruction
Develop and maintain a positive relationship with OR personnel
Follow OR protocols for scheduling such as utilizing assigned block time
Schedule all pre-admit appointments and radiology.
Track patient compliance by communication with patient on an on-going basis
Refers as appropriate to on site Financial Advocate, or for uninsured to the Financial Advocacy Center
Validate prior authorization/certification/referral are secured PRIOR to a scheduled procedure or test, alerting stake holders (patient, patient representative, OR, etc) if a breakdown occurs
Formulates complete and accurate telephone encounter messages and routes to the appropriate Epic in-basket pool to support operational aspects of patient care.
Instructs patients on the Release of Information process and insure a fully completed ROI Form is submitted to Health Information Management for incoming or outgoing records
Comprehend quality service connection to patient satisfaction and reimbursement
Participate in metric goals for telephones performance metrics, TSF and abandonment rate when applicable
Perform confirmation calls when applicable to include directions and instructions as required by the visit type
Respond quickly to patients showing distress.
Follow guidelines set forth by the Clinic Manger to alert the clinical team.
Assist in any manner the clinic team directs.
Ensure scheduling area/office, waiting area and walkways are clear of any unnecessary items and are clean and neat.
Report any concern that may create a safety issue.
Appointment reminder calls
Rescheduling
Evaluate provider schedules and take appropriate action to ensure accuracy and efficiency per guidelines
Works with assigned physicians to maximize schedule effectiveness
Willingness to work in a positive manner to assist in development of new surgical programs
Demonstrates CARES behaviors of Collaborate, be Accountable, Respect, Engage and Serve to all whom you encounter.