Scheduling Access Specialist, Orthopedics (Falmouth)

Cape Cod Healthcare•Falmouth, MA

6d•Onsite

About The Position

This role serves as the primary contact for patient access within the Orthopedics department, interacting with patients and other departments. The specialist is responsible for maintaining provider schedules to ensure productivity targets, patient access, and efficient provider flow. This includes attending monthly team meetings with physicians and nurses to provide input on patient access and scheduling, managing schedules during transitions to new care models, and monitoring physician panels to contact patients overdue for appointments. The specialist will also track and contact patients seen in the Emergency Department or Urgent Care to offer follow-up appointments. Key duties involve scheduling patient appointments and consult requests accurately in the electronic medical record system according to department protocols, answering phones professionally and directing calls, obtaining updated demographic and insurance information, and managing appointment reschedules, cancellations, and no-shows. The role also includes editing clinician schedules for time off, vacation, or meetings, notifying patients of changes, and ensuring efficient front office operations. Additional responsibilities include mailing new patient packages, confirming appointments, acting as a liaison for patients seeking care, performing receptionist and EMR specialist duties as needed, communicating unresolved issues to management, and utilizing scheduling reports for patient follow-up. Maintaining positive working relationships and patient confidentiality in accordance with HIPAA regulations are essential. The ability to float to other MACC practices and perform other assigned duties is also required.

Requirements

Ability to read, write and communicate in English
High school graduate or equivalent
At least one (1) year of experience with medical scheduling preferred
At least one (1) year experience with current office technology, proficient with medical computer office applications (Electronic Medical/Health Records, MS Office, etc.) preferred
Demonstrated excellence in providing customer service
Strong communication and interpersonal skills
Medical terminology knowledge preferred
Typing skills at 30 WPM preferred

Responsibilities

Primary contact for patient access for patients and other departments.
Maintains provider schedules to achieve productivity targets, patient access and provider flow.
Attends monthly team meeting with physicians and nurses to offer suggestions and guidance regarding patient access and the schedule.
Manages the schedule during transition to new models of care when applicable.
Monitors physician’s panel and contacts patients who are past due for appointments.
Tracks patients who were seen in Emergency Department or Urgent Care and contacts them to offer a follow up appointment.
Schedule patient appointments and/or consult requests in person or by telephone in the electronic medical record system in accordance to department scheduling protocols.
Answers the phone in a timely, polite and professional manner, in three rings or less, directs calls to appropriate persons and takes accurate messages within the electronic medical record
Obtains accurate and proper information when scheduling appointments, including updated demographics and insurance/payer information
Reschedules patient appointments and extends patient schedules as necessary
Processes cancellations and no show appointments, and notifies clinician of change in schedule.
Edit clinicians' schedules as needed to include time off, sick time, vacation, in-service and meeting time; calls patients to reschedule appointments when clinician is out, and makes edits in computerized schedule
Maintains efficient flow of daily patient schedule and front office operations
Mail out new patient package when applicable
Confirms appointments within 24 hours
Liaison for existing and future patients seeking new and follow-up care appointments
Performs tasks as a receptionist and EMR Specialist as needed
Timely communication of unresolved issues to manager or designee to facilitate timely interventions
Utilize patient scheduling reports to follow-up with patients that have not scheduled a future visit
Maintains harmonious and cooperative relations with fellow employees, medical staff, patients and guests
Maintains confidentiality regarding patient information in accordance to HIPAA regulations
Ability to float to other MACC practices when required
Perform other work related duties and activities as assigned or requested