ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE:                                     Centralized Scheduler        

REPORTS TO POSITION:        Patient Access Services Supervisor

DEPARTMENT:                       Patient Access Services

DATE LAST REVIEWED:         9/25/2017

OUR VISION:               Creating America’s healthiest community, together

OUR MISSION:            In the spirit of love and compassion, better health, better care, better value

OUR VALUES:             Accountability, Caring and Teamwork

DEPARTMENTAL SUMMARY: The Patient Access Department registers and schedules all patients for medical services as ordered by their physician, obtaining all key information required to bill for services provided.  Our goal is to provide professional, accurate and timely service within all aspects of registration and scheduling.

POSITION OVERVIEW: The Centralized Scheduler schedules appointments for diagnostic exams and procedures, to include entering the appropriate diagnostic testing order and demographics. The Centralized Scheduler works directly with patients, physician offices, other hospital departments and facilities to ensure patients accurately scheduled for procedures in a time manner. This position does not directly supervise any other caregivers.

ESSENTIAL FUNCTIONS AND DUTIES:

Pre-registers the patient in the registration system utilizing the scheduling system, accurately collects patient demographics, insurance information and collects required co-pay/deposits

Contacts patients and pre registers patients in registration system following specific registration criteria, schedules patient from physician orders as outlined by department standards

Selects correct procedures and properly selects procedure from templates and inputs information into system.

Researches and communicates with other departments to assure procedures are scheduled correctly when in question.

Solves practical problems, uses department resources to determine how to schedule.

General knowledge of medical terminology and procedures, accurately process written orders and enters appointments into scheduling system

Handles a large volume of incoming calls and multiple line system. Demonstrates excellent customer service, ensuring all patient calls are handled in a professional and expedient fashion, required to meet department standards for handling calls.

Maintains the flow of communication between departments, directs patients and physicians to correct department for procedures not scheduled in Centralized Scheduling.

Prioritizes work based upon level of urgency, review order to ensure all details are addressed and proper documentation is input into system

Supports the vision, mission and values of the organization in all respects.

Supports Value Improvement Practice (VIP- Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients and guests.

Conducts all activities with the highest standards of professionalism and confidentiality.  Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate. 

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION                 

Required: High school diploma or GED.           

Preferred: Associate’s degree or higher.

LICENSURE/CERTIFICATION/REGISTRATION

Required: N/A 

Preferred: N/A

EXPERIENCE

Required: Intermediate experience using PC based office productivity tools (e.g. Microsoft, Outlook, and Excel). Previous customer service experience in a high volume fast paced environment. Knowledge of medical terminology and procedures.          

Preferred: 1 – 2 years of scheduling experience in a Call Center environment. Previous experience in a hospital/physician setting.        

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

ADDITIONAL POSITION INFORMATION: 

Essential functions for each specific role:

Centralized Scheduler, Outpatient Rehab – Schedules outpatient rehab services and appointments accurately, responding to telephone inquiries and faxes from the patient’s, physician offices, and clinics.  Reads and interprets information provided by the insurance verifier, demonstrates accurate visit tracking.  Work appropriate queues from One Content and Right Fax. 

Centralized Scheduler, Therapy Aide - Processes written orders and enters into the scheduling with the highest degree of accuracy.  Provides assistance to Occupational Therapists, Physical Therapists, and Speech Pathologists as needed. Maintains competency, operates equipment when indicated, and carries out therapist directives within scope of practice. Participates in planning, cleaning, ordering, and stocking supplies for units. Excellent Verbal, Written and communication skills. Demonstrates proper phone etiquette and understands medical terminology and procedures. Accurately process written orders, enters appointments into scheduling system. Ensures all patient calls are handled in a professional and expedient fashion.

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