Scheduling Specialist

Finger Lakes Community Health•Geneva, NY

53d

About The Position

Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities, and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees we strive to provide high-quality and innovative health care services to the Finger Lakes Region. The Scheduling Specialist is responsible for planning, organizing, and contacting patients to schedule appointments with Finger Lakes Community Health Clinical Staff. This role requires excellent customer service skills with patients and internal staff. The Scheduling Specialist must be able to contact patients via various outreach methods, schedule requests for medical providers at all FLCH health centers and document/follow up with the status of these contacts.

Requirements

Highschool Diploma or GED
The ability to work flexible hours -- some evenings are required

Nice To Haves

Customer service experience preferred, but not required
Experience with Microsoft Excel preferred
The ability to communicate fluently in both Spanish and English is strongly preferred

Responsibilities

Contact patients via their preferred method of communication to schedule appointments with FLCH medical providers.
Schedule follow-up appointments as requested by providers (Actions).
Create new appointments based on provider requests (Scheduler Medical Buckets).
Generate follow-up appointment requests and schedule appointments when not properly documented during check-out (Actions Created and Appointments Scheduled).
Ensure follow-up requests are valid before contacting patients (Working Actions).
Document all scheduling activities, including:
Scheduling appointments in electronic health record system (eCW - eClinicalWorks).
Updating the status of Actions in eCW.
Providing management with details on each patient contacted.
Assist with closing appointment requests when patients cannot be contacted.
Conduct patient outreach to confirm appointments (Robust Calls).
Contact patients via the Facility Cancellation process.
Assist management in identifying opportunities to fill provider schedules (Provider Productivity).
Generate and review reports on the status of provider schedules.
Assist with other outbound and incoming call center tasks as required.
Perform outreach tasks via multiple platforms.
Interact with patients, maintain the scheduling databases, answer patient inquiries, and perform all duties involved in the appointment scheduling process.
Follow appropriate scheduling guidelines, policies, and procedures.
Perform other duties as assigned by the supervisor.