Hourly Pay Range:

Position Highlights:

• Sign on bonus: N/A

• Position: Patient Scheduling Representative I

• Location: Warrenville, IL

• Full Time/Part Time: Full-Time

• Shift Schedule:

• Monday- Thursday: 9:00 am - 5:30 pm; Fridays: 8:30 am -5:00 pm

• Rotating Weekends: Sat: 9:00 am -1:00 pm

• Required Travel: No

What you will need:

• Education:

  • High School Diploma or GED

• Experience:

  • 1 year of customer service experience or healthcare experience required.

  • Inbound Call Center experience preferred.

  • Experience with Epic Prelude (Inpatient and Outpatient Registration), or Cadence (Scheduling) preferred.

• Skills:

  • Excellent verbal communication skills to convey information clearly and effectively. Active listening skills to understand patient needs and concerns.

  • Calm tense situations, solve problems to prevent escalation, and maintain a reassuring attitude with all customers, both external and internal.

  • Keen attention to detail to ensure accuracy in the information provided.

  • Knowledge of basic medical terminology.

  • Technical skills and proficiency in the use of basic computer skills, including Microsoft Windows, Excel, Outlook and telephony applications.

What you will do:

• Schedule and register patient appointments from inbound phone queues in a courteous and professional manner.

• Promote positive patient experiences by minimizing call wait times and providing exceptional customer service.

• Handle patient requests, answering all decision tree questions properly and applying correct workflows and protocols.

• Utilize sharp attention to detail to accurately document relevant information and route encounters to the appropriate location to avoid delays in patient care.

• Schedule or reschedule patients for appropriate appointments based on available time slots, physician orders/referrals, and length of time required for appointment.

• Handle patient requests over the phone for multiple hospital outpatient departments, answering all decision tree questions properly and applying correct workflows and protocols.

• Communicate professionally and appropriately with all patients, physicians, and staff members.

• Receive, properly respond to, or redirect inquiries from patients, their representatives, payers, providers, internal departments, and other persons or entities.

• Collect information from patients and enter data into the electronic health record system (EPIC).

• Pre-Register and verify insurance eligibility, informing patients of their financial responsibility.

• Meets productivity standards, maintains established QA scores, targets, error ratios and reporting requirements as assigned by department leadership.

• Attend mandatory staff meetings, stay updated on policy changes, and incorporate them into routines.

• Communicate any issues or questions to the Manager, Supervisor, or Lead.

• Utilize tip sheets and knowledge-based articles to problem-solve or troubleshoot scheduling issues.

• Adhere to privacy (HIPAA) guidelines when speaking with patients and families.

• Verify order/referral information to ensure all orders are complete, containing the patient’s name, procedure, diagnosis, date, and doctor’s signature.

• Contact providers offices to clarify or obtain orders/referrals for outpatient appointments.

• Search fax solution for patient orders/referrals, as needed, and transcribe accurately matching all patient demographics against the patients EMR.

• Utilize available tools to verify and document Medical Necessity of outpatient services for Medicare patients in accordance with Local and National Medical Review policies (LMRP).

• May perform other duties as assigned.

• This position entails a high level of work performed at a computer terminal throughout the day with consistent use of a telephone or headset equipment.

• Prolonged sitting.

What you will need: Benefits:

• Career Pathways to Promote Professional Growth and Development

• Various Medical, Dental, and Vision options

• Tuition Reimbursement

• Free Parking at designated locations

• Wellness Program Savings Plan

• Health Savings Account Options

• Retirement Options with Company Match

• Paid Time Off

• Community Involvement Opportunities