Scheduler
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About The Position
The Enhanced Scheduler is responsible for registering and scheduling patients at Intermountain Healthcare facilities system-wide, ensuring that processes and procedures exceed customer expectations. This position enhances the patient experience with one telephone call to schedule and register for services. The Enhanced Scheduler reviews insurance benefit information, estimated costs, and payment options with the patient. Additionally, the role involves obtaining or reviewing all necessary demographic, clinical, procedural, and prep information with the patient or representative. This position also enhances the Provider experience by offering a single point of contact for the referring offices. The Enhanced Scheduler acts as a liaison between the physician office and facility departments across multiple service lines within the enterprise. The responsibilities include maintaining the surgery schedule, providing necessary information to patients and physicians, coordinating, registering, and scheduling appointments for patients according to availability, and conducting patient pre-certification on proper insurance approval for appointments and medical care. The Enhanced Scheduler ensures all pre-operative required tests needed prior to surgery are scheduled and completed, coordinates necessary equipment, room availability, and pre-surgery medication arrangements prior to scheduled procedures. Furthermore, the position requires communicating detailed information and answering patients' questions regarding surgery preparation instructions and scheduling any necessary follow-up appointments as directed by physicians. The Enhanced Scheduler also receives and screens calls relating to problems that may arise due to date changes and cancellations, escalates non-routine issues to the practice manager or physician, greets patients, answers phones, takes messages, returns calls, and provides needed information while documenting all phone calls accurately and completely in the electronic medical record (EMR). The role involves scheduling patient appointments for visits, procedures, diagnostic tests, referrals, and consultations, registering patients, confirming and updating required demographic data, obtaining copies of insurance cards and forms of ID, and verifying information on appropriate accounts to determine insurance coordination of benefits, pre-certification, and prior-authorization. The Enhanced Scheduler informs self-pay patients of liability due and prepayment requirements, prepares estimates of procedures, collects patient payments, and maintains department work queues and reports as required. This position promotes the mission, vision, and values of SCL Health and abides by service behavior standards while performing other duties as assigned.
