Senior Patient Scheduling Coordinator

Advocate Health and Hospitals Corporation • Winston Salem, NC

10d • Onsite

About The Position

The Senior Patient Scheduling Coordinator is responsible for managing patient appointments and ancillary studies within the Otolaryngology Clinics at Wake Forest Baptist Medical Center. This patient-facing role involves maintaining pre-determined abandon rates, ensuring authorizations are obtained for office visits and studies, and coordinating ambulatory and surgical procedures. The position also facilitates physician-to-physician communication, manages external referrals, and assists in training new personnel. Additionally, the coordinator will manage physician calendars, handle urgent requests, and perform financial duties related to insurance authorization and billing questions.

Requirements

• High school diploma or GED equivalent.
• Three years' experience in a direct consumer services role with demonstrated ability to resolve problems under stressful conditions.
• Ability to maneuver several computer software systems simultaneously to access/document data related to interactions.
• Self-motivated.
• Works independently without direct supervision.
• Ability to maintain a positive attitude when interacting with the public.

Nice To Haves

• Experience handling multiple calls in a stressful environment.
• Previous experience working in a surgical specialty environment.
• Strong working knowledge of medical terminology.

Responsibilities

• Answers incoming phone lines for the specialty care team and maintains pre-determined abandon rates.
• Schedules appointments and ancillary studies for patients, ensuring authorizations are obtained and updated in the computer system.
• Orders outside ancillary studies or therapy, obtains authorization, and ensures results are received and available in WakeOne prior to the appointment date.
• Coordinates follow-up appointments with ancillary testing or treatment, requests test results, and ensures they are loaded into the WakeOne System.
• Facilitates physician-to-physician communication via PAL Line, directs incoming calls, and schedules peer-to-peer reviews.
• Cancels appointments and studies, and reschedules at patient request.
• Reviews returned studies from digitization to ensure all images are downloaded and accessible.
• Schedules all ambulatory procedures, pre-certifies patients, obtains authorizations, and coordinates clinical activity between residents and supervising faculty.
• Receives, reviews, documents, and routes all external referrals, completing follow-up as directed by the physician.
• Returns patient calls per APP or physician instructions and communicates follow-up directions.
• Assists in the training of less experienced personnel.
• Maintains travel and academic calendars for physicians, ensuring time away is accurately recorded and communicated.
• Receives and manages urgent and emergent requests critical for patient safety and clinical outcomes.
• Performs financial duties such as authorizing or obtaining insurance authorization and assisting patients with billing questions.
• Performs other duties as assigned.

Benefits

• Competitive compensation.
• Generous retirement offerings.
• Programs that invest in your career development.
• Paid Time Off programs.
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Family benefits such as adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED