Scheduler Lead Trainer

1000 Wellstar Health System, Inc.

36d

About The Position

The Medical Imaging Scheduling Team Lead functions under the direction of the Scheduling Supervisor/ Manager and Diagnostic Outreach VP. Provides outstanding customer service to customers in a fast-paced busy environment. Drive system wide volumes by overseeing the staff, scheduling Medical Imaging appointments via inbound and/or outbound telephone calls or in person. Responsible for arranging department workflow to achieve goals and meet objectives. Daily monitoring of Quality and Productivity standards and other Key Performance Indicators. Excellent working knowledge of our systems, their capabilities and troubleshooting when concerns or needs arise. Assist with supervising the daily activities in the scheduling and precertification departments. Help lead PI initiatives for the department. Responsible for performing a wide variety of clerical procedures that requires independent judgment, ingenuity and initiative in the utilization of computers and other equipment. Knows the existing lines of communication and authority, handles communications properly and is dependable and cooperative. Works with staff and understands appropriate scheduling and authorization process. Excellent knowledge of Scheduling procedures. Identify issues and bring problems to resolution. Handle physician office, hospital/imaging center and patient complaints in a professional timely manner. Assist with hiring, training and orientating new employees. Assist with employee engagement activities and performance improvement initiatives. Must be flexible with work hours to meet department needs.

Requirements

High School Diploma General or GED General Required
Minimum 2 years experience in medical scheduling
Strong customer service skills, good communication and organizational skills.
Knowledge and computer skills.
Basic typing and data entry experience.
The individual must be able to communicate and understand verbal and written English language and display a positive attitude.
Project a professional image.
Relates to all kinds of people.
Builds appropriate rapport.
Builds constructive and effective relationships.
Able to deliver messages/opinions tactfully.
Able to diffuse high tension situations comfortably.
Able to define difference between a working and personal relationship.
Perform in a way that builds trust and credibility with staff, co-workers and leaders.
This position requires a high level of attention to detail and a low error rate, as the consequences of even a minor mistake can be significant for patients and providers.
In addition, this position requires regular, reliable attendance.

Nice To Haves

Associates degree Preferred
Medical Terminology preferred.

Responsibilities

Scheduling Duties
Knowledge of all Medical Imaging exams in all modalities, Demonstrate understanding of scheduling/Medical Imaging Procedures. Basic knowledge of scheduling workflow.
Maintain Scheduling Duties. Knowledge of CPT codes, Diagnosis codes and/or reasons for procedures (ICD-10)
Knowledge of testing frequencies based on insurance and Medicare guidelines.
Knowledge of various insurance programs offered by each carrier (TPA)
Knowledge of Medicare guidelines in reference to exams that require Medical necessity checks
Knowledge of insurance carriers requirements for Pre-Authorization of procedures and referrals for procedures.
Knowledge of the lead time required by an insurance carrier to process pre-auth referral numbers.
Assist the physicians office with ICD- 9 and ICD-10 codes for Medicare Medical necessity by referring to the coding helpline
Assist the physicians offices with Scheduling process
Knowledge of electronic orders (Image Now, Trace) and attaching paper orders to scheduled appointments.
Knowledge of all Medical Imaging facilities hours of operation.
Asking exam pre-screening questions to ensure that a patient meets criteria or does not have conditions that would contra-indicate the test being performed.
Knowledge of which Medical imaging exams require specialized Radiologists and able to coordinate that with the schedule to make sure the patient is scheduled at the correct facility.
Schedule procedures for Cardiopulmonary (Echocardiograms)
Knowledge of EMR, Fax and Email orders
Working Knowledge of working with orders in the Medical Imaging Schedule Orders Work Queues
Transcribe paper orders accurately.
Handle heavy phone volumes, providing appropriate telephone etiquette and scripting
Ability to type with a high degree of accuracy and computer skills to accurately input data into scheduling software.
Excellent communication and interpersonal skills to effectively obtain required minimum data set from patients, their representatives and/or physician offices; obtains verifies and updates demographic and insurance information, accurately completing scheduling questionnaires. Verify payors through real-time eligibility, if applicable. Non-RTE payors must be verified via web or phone.
Verify the accuracy of data entered and correct any errors
Superior attention to detail
Provides appropriate telephone etiquette and scripting.
Observe the guidelines of the Scheduling Policy & Procedure
Assist Supervisor with monthly reports
Assist with Quality Assurance (employee call monitoring evaluations).
Acts in a way that demonstrates deep personal integrity and serves as a positive example.
Ability to exercise judgment in taking appropriate actions in emergent situations, take initiative when problem solving, retain composure in stressful situations and escalate issues as necessary
Continuously Monitor phone queues providing adequate coverage, making adjustments as needed
Monitor Schedule Order work queues making staffing adjustments as needed
Assume other duties as needed to support the staffing needs of the department (May be delegated on a daily basis)
Ability to exercise judgment in taking appropriate actions in emergent situations, take initiative when problem solving, retain composure in stressful situations and escalate issues as necessary
Maintain neat attire, hair and appearance, following the department dress code.
Customer Focus and Communication Customer Focus/Engagement (internal and External Customers)
Ability to interact respectfully with co-workers, patients, referring office staff in a friendly, personable and professional manner
Promote positive working relationships with co-workers, Team Leads, Supervisors and Managers.
Orientates new employees and assures proper documentation of training
Assists other areas of Scheduling when needed
Flexible with hours to meet department needs
Assist in the interview process of new hires if asked
Understands existing lines of communication and authority, handles communications properly and is dependable and cooperative
Meets Service Recovery and Customer Service guidelines as needed
Views oneself as a reflection of the organization by following through on commitments and accepting ownership of any mistakes he/she might make.
Work collaboratively with the team to determine areas of optimization and develop solutions.
Takes responsibility for own actions, including the impact of those decisions on patients and others.
Mentoring, Training, Education
Assist Supervisor in the interview process, orientates new employees and assures proper documentation of training
Understands existing lines of communication and authority, handles communications properly and is dependable and cooperative
Remain current on workflow changes and guidelines and distribute to staff as necessary under the guidance of the Supervisor.
Performs other duties as assigned
Complies with all WellStar Health System policies, standards of work, and code of conduct.