Scheduling Access Specialist, PCP (Hyannis)

Cape Cod Healthcare•Hyannis, MA

4d•Onsite

About The Position

This role serves as the primary contact for patient access, managing provider schedules to optimize productivity, patient access, and provider flow. The specialist will attend team meetings to provide input on patient access and scheduling, manage schedules during care model transitions, and monitor physician panels to proactively contact patients due for appointments. Additionally, the role involves tracking and contacting patients seen in the Emergency Department or Urgent Care to offer follow-up appointments. Key responsibilities include scheduling appointments and consults in the electronic medical record system, answering phones professionally, obtaining accurate patient information, rescheduling appointments, processing cancellations and no-shows, and managing clinician time off in the schedule. The specialist will also ensure efficient front office operations, mail new patient packages, confirm appointments, act as a liaison for patients, perform receptionist and EMR specialist duties as needed, communicate unresolved issues to management, and utilize scheduling reports for follow-up. Maintaining positive working relationships and patient confidentiality are essential. The role may require floating to other practices and performing other assigned duties.

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

Serve as the primary contact for patient access for patients and other departments.
Maintain provider schedules to achieve productivity targets, patient access, and provider flow.
Attend monthly team meetings with physicians and nurses to offer suggestions and guidance regarding patient access and the schedule.
Manage the schedule during transition to new models of care when applicable.
Monitor physician’s panel and contact patients who are past due for appointments.
Track patients who were seen in Emergency Department or Urgent Care and contact 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.
Answer the phone in a timely, polite and professional manner, in three rings or less, direct calls to appropriate persons and take accurate messages within the electronic medical record.
Obtain accurate and proper information when scheduling appointments, including updated demographics and insurance/payer information.
Reschedule patient appointments and extend patient schedules as necessary.
Process cancellations and no show appointments, and notify clinician of change in schedule.
Edit clinicians' schedules as needed to include time off, sick time, vacation, in-service and meeting time; call patients to reschedule appointments when clinician is out, and make edits in computerized schedule.
Maintain efficient flow of daily patient schedule and front office operations.
Mail out new patient package when applicable.
Confirm appointments within 24 hours.
Act as a liaison for existing and future patients seeking new and follow-up care appointments.
Perform 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.
Maintain harmonious and cooperative relations with fellow employees, medical staff, patients and guests.
Maintain 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.