Scheduling Coordinator 1- Trauma & Burn Clinic

The Ohio State University

1d • Onsite

About The Position

The scheduling coordinator is responsible for providing excellent customer service while assisting patients from arrival to discharge from their clinic visit. The scheduling coordinator may assist with patient access coordination including but not limited to; patient registration, making follow-up appointments for testing and clinic visits as well as providing the patient with an after-visit summary.

Requirements

• High school diploma or two or more years of experience or training in customer service or healthcare.
• Excellent customer service skills coupled with enthusiasm and compassion along with the ability to multitask.
• High level of interpersonal skills to handle sensitive, confidential situations and establish effective working relationships with patients, physicians, team members, and others throughout the clinics.

Responsibilities

• Accurately and efficiently answering and completing calls that are received from patients, their caregivers, relatives, and other members of the healthcare team while providing the highest level of customer service and confidentiality.
• Scheduling patients according to scheduling guidelines and protocols, providers’ schedules, prioritizing patients’ health problems according to their urgency; and educating/advising patients, and making safe, effective decisions under the direction of the patient’s physician.
• Coordinating patient appointments with other providers and departments and linking appointments when required within a computer system.
• Exercising independent judgment to triage clinical issues to the provider or designee to determine appropriate scheduling action.
• Resolving patient inquiries or escalating for solutions.
• Considering patients’ needs and communicating the current date, time, and location of appointment of the patient.
• Accurately and effectively handling patient referrals, reschedules, cancels, or bumps appointments as needed.
• Producing appointment bump/cancellation lists to ensure patient notification and rescheduling of patient appointments.
• Taking messages as needed and passing information along to appropriate clinical personnel.
• Following all prescribed EPIC searches, including searching and screening for any other appointments.
• Utilizing systems to enter call information into the message center.
• Obtaining, verifying, and inputting all information accurately into the appropriate system; uses neat legible penmanship when taking messages manually; and distributing messages to the appropriate clinical staff promptly.
• Generating system reports and utilizing system tools to review call statistics to identify opportunities for improvement, such as referrals, appointment registration, and wait times.
• Escalating all complaints to the manager or supervisor, utilizing an established chain of command.
• Communicating to the physician/assistant the latest insurance information and indicating any action.
• Displaying the highest level of customer service, attentiveness, and consideration possible in all cases.
• Performing other duties as assigned.

Benefits

• Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
• Paid time off, including sick and vacation time and 11 holidays.
• State retirement plan or an alternative retirement plan, both with generous employer contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees