Scheduling Specialist

Education: High School Graduate Experience / Qualifications 2 year’s experience with hospital insurance plans including Medicare, Medicaid, HMO's and PPO's preferred. 1-2 years of specialized training in a healthcare setting with demonstrated knowledge in patient access/scheduling functions/processes preferred. Excellent typing and computer skills. Knowledge of outpatient procedures and medical terminology required. Ability to exercise good judgment, time management skills and follow appropriate procedures when setting priorities. Knowledge of Healthcare Scheduling Software preferred. Enthusiastic, friendly, patient focused customer service skills. Exemplary communication skills, written and verbal – must be comfortable speaking to patients via phone and successfully communicate pertinent information. Must be a team player with ability to collaborate interdepartmentally and with clinical staff. Capacity to multi-task with computer programs while providing patients the highest level of care and attention. Ability to self-direct and exercise independent judgment in situations requiring follow-up and discussions with clinical staff and/or other areas of Patient Access to ensure completeness of scheduling event and customer satisfaction. Works well in a team environment to accomplish common tasks to solve problems and enhance the smooth and efficient flow of the department. Position Summary The Scheduling Specialist will be responsible for delivering a dynamic customer experience to all customers and demonstrate a strong commitment to service excellence. The Scheduling Specialist meets the needs of all patients by receiving inbound calls and initiating outbound calls to patients and physician offices to schedule procedures for multiple modalities. Collects demographic and insurance information to properly create patient visits. Effectively documents all information/instructions regarding the patient’s appointment as necessary for the efficient workflow of the visit. Cancels and reschedules patient appointments as necessary and documents reason codes/notes in the patient record. Schedules appointments and communicates exam/procedure specific instructions to patients and physician offices. Communicates with the Scheduling Coordinator to efficiently obtain appointment date/time for STAT/Add-On procedures. Coordinates resources including Physicians, staff, and equipment for scheduled exams in multiple locations on the same date of service. Acts as a resource to internal and external customers for scheduled hospital services. Secures necessary documentation to support the patient's exam including physician orders and physician office documentation when necessary. Escalates any patient experience issues to the Scheduling Supervisor for rapid resolution. Performs other duties as assigned.