Scheduling Specialist | Central Scheduling & Authorization, Full-Time, 1st Shift

Memorial Health Ohio•Paris Township, OH

9d•Onsite

About The Position

We are looking for a Scheduling Specialist to join our collaborative team at Memorial Health! This role involves completing all functions associated with outpatient scheduling, insurance verification, benefit collection, price estimates, pre-service cash collections, and providing excellent patient experience and service recovery.

Requirements

High school diploma or equivalent
Personal computer/data entry experience preferred
Six months working in the healthcare environment preferred
Experience with Microsoft Word, Excel and Outlook preferred
Strong telephone and interpersonal communication skills
Teambuilding skills
Understanding of medical terminology, medical insurance knowledge preferred
Excellent customer service skills

Nice To Haves

Personal computer/data entry experience
Six months working in the healthcare environment
Experience with Microsoft Word, Excel and Outlook
Understanding of medical terminology
Medical insurance knowledge

Responsibilities

Complete all functions associated with outpatient scheduling, including scheduling services for various hospital and medical office building clinics/departments.
Answer incoming phone calls, provide relevant information, and correctly identify patients using three primary identifiers.
Gather pertinent patient information (demographic, financial, guarantor) and input it into the Hospital Information System (HIS).
Review patient MyChart status, encourage activation, and input email addresses into the HIS.
Ensure scheduling practices are consistent with internal policies and external requirements.
Review and transcribe faxed orders and referrals into the HIS.
Review daily HIS scheduling workqueues to ensure referrals and orders are scheduled within expected timeframes, prioritizing urgent/emergent referrals.
Review referrals prior to scheduling, including ordering provider scheduling notes.
Complete medical necessity verification for Medicare outpatient tests and services.
Complete and document scheduling decision tree questions with the patient to ensure appropriate scheduling and patient safety.
Consider patient preferences and insurance authorization timelines when scheduling.
Document referring provider information, diagnosis information, and appointment notes.
Create the pre-encounter by selecting the patient class, creating the Hospital Account Record (HAR), and assigning the correct guarantor and coverage(s).
Finalize calls with clear instructions to patients and/or provider offices regarding arrival time, location, and preparation.
Document all incoming and outgoing communications within the HIS.
Reschedule appointments timely due to patient requests, department/resource availability, or changes to provider schedules.
Cancel appointments timely and document the appropriate cancellation reason.
Obtain provider/department approval when overbooking/overriding scheduling.
Monitor the departmental shared outlook inbox, HIS secure chat, and HIS inbox messages daily, responding in a timely manner.
Communicate and coordinate scheduling with other Hospital departments as needed.
Complete Endoscopy recall report monthly and send reminder notifications to patients.
Contribute to the financial effectiveness of the Hospital by obtaining and/or reviewing insurance cards and instructing patients to bring necessary documents.
Request patient insurance information, review for active coverage and benefits via the HIS insurance eligibility system and various web-based technologies.
Proactively utilize Insurance Discovery, MITS, and MyCGS tools to determine insurance coverage details.
Determine facility/insurance network status and notify patients of out-of-network insurance or limited benefit plans.
Provide a comprehensive good faith estimate in compliance with the No Surprises Act (NSA).
Identify NSA estimate needs via the HIS workqueue.
Link estimates to scheduled encounters or create estimates for prospective patients.
Ensure applicable Hospital Billing (HB), Professional Billing (PB), and external provider charges are included on patient estimates.
Explain the self-pay discount rate, offer and screen patients for presumptive Medicaid, and complete the data collection form for self-pay, underinsured, and out-of-network patients.
Provide contact information for the Breast and Cervical Cancer Program (BCCP) for mammography services.
Connect patients with financial assistance representatives and Hospital Care Assurance Program (HCAP) applications.
Attempt to collect patient pre-payments and good-faith deposits, providing receipts and processing refunds as requested.
Reconcile all monies collected and close the cash drawer daily.
Inform supervisor of any significant delays in the scheduling process or patient experience issues.
Demonstrate willingness and ability to go above and beyond to answer patient inquiries.
Be respectful and courteous during interactions with patients, families, payors, and co-workers.
Demonstrate a strong representation of Memorial Health’s values through attitude, actions, and communication.
Display enthusiasm, quick thinking, and resourcefulness in providing assistance.
Receive patient concerns and complaints, providing resolution for readily resolved issues and escalation for more in-depth issues.
Ascertain and document specific patient needs (e.g., interpreter services, transportation, equipment).
Make reasonable attempts to schedule patients based on preference for date, time, and location.
Maintain confidentiality at all times to protect patient privacy and adhere to HIPAA regulations.
Act as a resource for new employees and precept as needed.
Conduct all interactions in a professional manner.
Demonstrate a positive attitude.
Provide excellent customer service, facilitate quality care delivery, and foster an atmosphere of understanding cultural diversity.
Communicate dissatisfaction with issues to supervisor and actively contribute to solutions.
Be a team player; cooperate with co-workers to resolve conflict.
Exhibit behaviors reflective of Memorial’s core values: Compassion, Accountability, Respect, Excellence, and Service.
Demonstrate regular and predictable attendance.
Attend all mandatory education and in-services and complete mandatory health requirements.
Perform within the prescribed limits of the hospital’s and department’s Ethics and Compliance program.