Patient Scheduling Representative I

Nevada System of Higher Education•Warrenville, IL

5d•$20 - $29

About The Position

Schedule and register patient appointments from inbound phone queues in a courteous and professional manner. Promote positive patient experiences by minimizing call wait times and providing exceptional customer service. Handle patient requests, answering all decision tree questions properly and applying correct workflows and protocols. Utilize sharp attention to detail to accurately document relevant information and route encounters to the appropriate location to avoid delays in patient care. Schedule or reschedule patients for appropriate appointments based on available time slots, physician orders/referrals, and length of time required for appointment. Handle patient requests over the phone for multiple hospital outpatient departments, answering all decision tree questions properly and applying correct workflows and protocols. Communicate professionally and appropriately with all patients, physicians, and staff members. Receive, properly respond to, or redirect inquiries from patients, their representatives, payers, providers, internal departments, and other persons or entities. Collect information from patients and enter data into the electronic health record system (EPIC). Pre-Register and verify insurance eligibility, informing patients of their financial responsibility. Meets productivity standards, maintains established QA scores, targets, error ratios and reporting requirements as assigned by department leadership. Attend mandatory staff meetings, stay updated on policy changes, and incorporate them into routines. Communicate any issues or questions to the Manager, Supervisor, or Lead. Utilize tip sheets and knowledge-based articles to problem-solve or troubleshoot scheduling issues. Adhere to privacy (HIPAA) guidelines when speaking with patients and families. Verify order/referral information to ensure all orders are complete, containing the patient’s name, procedure, diagnosis, date, and doctor’s signature. Contact providers offices to clarify or obtain orders/referrals for outpatient appointments. Search fax solution for patient orders/referrals, as needed, and transcribe accurately matching all patient demographics against the patients EMR. Utilize available tools to verify and document Medical Necessity of outpatient services for Medicare patients in accordance with Local and National Medical Review policies (LMRP). May perform other duties as assigned. This position entails a high level of work performed at a computer terminal throughout the day with consistent use of a telephone or headset equipment. Prolonged sitting.

Requirements

High School Diploma or GED (required)
1 year of customer service experience or healthcare experience required.
Excellent verbal communication skills to convey information clearly and effectively.
Active listening skills to understand patient needs and concerns.
Calm tense situations, solve problems to prevent escalation, and maintain a reassuring attitude with all customers, both external and internal.
Keen attention to detail to ensure accuracy in the information provided.
Knowledge of basic medical terminology.
Technical skills and proficiency in the use of basic computer skills, including Microsoft Windows, Excel, Outlook and telephony applications.

Nice To Haves

Inbound Call Center experience preferred.
Experience with Epic Prelude (Inpatient and Outpatient Registration), or Cadence (Scheduling) preferred.

Responsibilities

Schedule and register patient appointments from inbound phone queues in a courteous and professional manner.
Promote positive patient experiences by minimizing call wait times and providing exceptional customer service.
Handle patient requests, answering all decision tree questions properly and applying correct workflows and protocols.
Utilize sharp attention to detail to accurately document relevant information and route encounters to the appropriate location to avoid delays in patient care.
Schedule or reschedule patients for appropriate appointments based on available time slots, physician orders/referrals, and length of time required for appointment.
Handle patient requests over the phone for multiple hospital outpatient departments, answering all decision tree questions properly and applying correct workflows and protocols.
Communicate professionally and appropriately with all patients, physicians, and staff members.
Receive, properly respond to, or redirect inquiries from patients, their representatives, payers, providers, internal departments, and other persons or entities.
Collect information from patients and enter data into the electronic health record system (EPIC).
Pre-Register and verify insurance eligibility, informing patients of their financial responsibility.
Meets productivity standards, maintains established QA scores, targets, error ratios and reporting requirements as assigned by department leadership.
Attend mandatory staff meetings, stay updated on policy changes, and incorporate them into routines.
Communicate any issues or questions to the Manager, Supervisor, or Lead.
Utilize tip sheets and knowledge-based articles to problem-solve or troubleshoot scheduling issues.
Adhere to privacy (HIPAA) guidelines when speaking with patients and families.
Verify order/referral information to ensure all orders are complete, containing the patient’s name, procedure, diagnosis, date, and doctor’s signature.
Contact providers offices to clarify or obtain orders/referrals for outpatient appointments.
Search fax solution for patient orders/referrals, as needed, and transcribe accurately matching all patient demographics against the patients EMR.
Utilize available tools to verify and document Medical Necessity of outpatient services for Medicare patients in accordance with Local and National Medical Review policies (LMRP).
May perform other duties as assigned.
This position entails a high level of work performed at a computer terminal throughout the day with consistent use of a telephone or headset equipment.
Prolonged sitting.