Scheduler

Grace Health•Corbin, KY

About The Position

The Support Center Specialist/Scheduler manages patient access to Grace Health clinics by identifying and responding to patient needs. The role manages incoming telephone traffic, provides service directly or routes callers to the appropriate department or location with information to help expedite service, and maintains accurate patient demographic and contact information during patient interactions. Scheduling decisions and work pace contribute to patient flow and the pace of the business day. The Scheduler works as part of a team-based care environment, coordinating with clinical and non-clinical colleagues and communicating with patients, families, physicians, community organizations, health plans, facilities, and specialists. Team members contribute to population health management, care coordination, continuous quality improvement, practice performance evaluation, quality outcomes, and Grace Health’s advocacy program. Grace Health is a faith-based, federally qualified health center providing primary healthcare services to underserved, underinsured, and uninsured individuals throughout southeastern Kentucky. Its mission is to show the love and share the truth of Jesus Christ through access to compassionate, high-quality primary healthcare for the whole person. The work environment typically has a moderate noise level. Equal employment opportunity is provided, and discrimination and harassment are prohibited.

Requirements

High school diploma or equivalency required.
Listening, problem-solving, written and oral communication, and computer skills.
Pleasant personality and cooperative attitude.
Organized work habits.
Ability to communicate effectively with vulnerable patient populations.
Ability to support and advance Grace Health’s mission and satisfactorily perform the essential duties.
At least one year of medical office experience is strongly preferred.
Internal candidates are strongly preferred.

Nice To Haves

At least one year of medical office experience.
Internal candidate status.

Responsibilities

Manage incoming telephone traffic by answering calls within two rings and using a courteous greeting and name.
Schedule and reschedule patient appointments, monitor appointment placement, and allow sufficient time for special procedures or lengthy examinations.
Screen incoming calls and transfer them to other staff as needed.
Make outbound follow-up calls or transfer calls to front offices and Patient Care Coordinators.
Send patient information or questions to a Nurse/Medical Assistant or Patient Care Coordinator as appropriate.
Answer questions about appointments, the Sliding Fee Scale, and other issues as needed.
Update patient demographic information in NextGen.
Collect payment information for patient accounts.
Check NextGen tasks and handle assigned requests efficiently.
Communicate and interact effectively with patients, families, physicians, and peers to support successful patient outcomes.
Coordinate care and communicate with community organizations, health plans, facilities, and specialists.
Participate in Continuous Quality Improvement activities, quality-outcome improvement, practice performance review, identification of improvement opportunities, and Grace Health’s advocacy program.
Follow organizational administrative, clinical, quality assurance, and personnel policies and procedures.
Maintain satisfactory attendance, attend meetings, complete assigned tasks, and document work assignments in a timely manner.
Maintain patient confidentiality and keep the supervisor informed regarding attendance and job assignments.
Demonstrate flexibility, multitasking, and effective, efficient, cooperative work with providers, administration, and peers.
Perform other duties as assigned.