Patient Scheduling Clerk

Unity Health Care.•Washington, DC

8d•$20 - $21•Onsite

About The Position

Under the supervision of the Patient Scheduling Center Manager, the Patient Scheduling Clerk serves as the first point of contact for patients seeking appointments. This role answers a high volume of calls and schedules appointments, instructs and assists patients with regards to appropriate scheduling protocol, and maintains a professional and confidential working environment. The Patient Scheduling Clerk assists with training new staff, where needed, and uses initiative, sound judgment, and communication skills to enable efficient and effective use of the Patient Scheduling Center and its resources.

Requirements

High school diploma or equivalent.
Fluent in both English/Spanish preferred.
Strong attention to detail and accuracy.
Ability to multitask and work efficiently in a fast-paced environment.
Excellent interpersonal communication, customer service and telephone equites skills.
Minimum of one-year experience in an office setting, preferably a medical office setting.
Strong customer service background.
Some knowledge of medical terminology and EHR systems.
Good oral, written, and telephone communication skills; Bilingual: English/Spanish preferred.
Ability to work independently or in a team-oriented environment and interrelate well with individuals with diverse ethnic and cultural backgrounds and needs.
Basic working knowledge of computers and extended periods of phone use.
Typing 40 WPM preferred.
Must be physically able to sit for prolonged periods of time at a desk, and use the telephone for long periods of time.
Must be able to bend, and lift.
Must have visual acuity and the ability to sustain long periods of computer usage.
Must be able to work independently with minimal supervision, be capable of making sound business decisions, and be detail-oriented, alert and self-motivated.
Must be able to effectively manage difficult situations, staff, and customers.
The employee shall provide evidence of a recent (within the past twelve (12) months) health assessment that includes a PPD and/or chest x-ray results.

Nice To Haves

Fluent in both English/Spanish
Bilingual: English/Spanish
Typing 40 WPM

Responsibilities

Handles a high volume of calls, scheduling, rescheduling, confirming and canceling appointments, and returning all call backs generated in the system.
Accurately records and communicates scheduled appointments to patients in a courteous and professional manner.
Assesses patient needs, creates telephone encounters, and forwards them to the appropriate team for resolution.
Controls the flow of calls using the TouchPoint desktop application to ensure efficient handling.
Effectively manages incoming calls across multiple queues, routing them to the appropriate health center or department for resolution.
Promptly routes urgent calls and provides clear SBAR summaries to the appropriate site, advice nurse, or leadership team member.
Documents all calls forwarded to the advice nurse and/or leadership in a detailed log for tracking and reference.
Collaborates with various departments to resolve scheduling conflicts and improve patient flow.
Verifies and updates patient details including demographics and insurance information, ensuring accuracy.
Addresses patient concerns and frustrations with patience, empathy, active listening, and respectful communication.
Collaborates with other departments to correct and update patient referrals as needed.
Faxes missed or updated referrals to the ambulatory care center or physician’s office to ensure patients can complete their appointments.
Introduces patients to the patient portal, explaining its features and benefits.
Assists patients by enabling web access and resetting locked patient portal accounts upon request.
Discreetly handles and enters sensitive personal confidential information while adhering to Unity's HIPAA guidelines, ensuring the proper handling of sensitive information.
Serves as a liaison between patients, staff, and the health center leadership.
Reviews all patient-related information for accuracy and completeness and assists the patient where necessary.
Performs responsibilities with the required Customer Service standards.
Performs within expected guidelines regarding talk time and wait time.
Maintains a clean, organized, and safe working environment.
Maintains files and/or client database.
Meets key metrics important for goals and benchmark data.
Performs other duties as assigned.