Operator/Central Scheduler

General Summary

A nonexempt position responsible for scheduling patient appointments for the physicians, nurse practitioners and physician assistants in accordance with scheduling protocols. Obtains accurate insurance and demographic information from patients to ensure maximum reimbursement. Provides excellent customer service in a timely, accurate, courteous and professional manner.

Essential Job Responsibilities

• Answers incoming appointment request phone calls and makes outbound calls to schedule patients in accordance with the appropriate scheduling protocol.
• Responds to appointment requests received via CNS website, EHR, and incoming faxes.
• Checks the Centralized Scheduling voice mail system, EHR and incoming faxes throughout the day for messages/referrals.
• Utilizes scheduling system to match physician/provider availability with patient's preferences in terms of date and time.
• Obtains accurate insurance and demographic information from patients and enters/updates patient information in the EHR.
• Verifies the accuracy of insurance and demographic information on every phone encounter and updates the EHR as needed.
• Obtains lab/radiology reports, hospital notes, etc. as needed.
• Alerts appropriate medical assistant of any special needs the patient may have (e.g., interpretation services).
• Answers questions and gives information as appropriate.
• Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns.
• Communicates to appropriate staff any patient concerns/issues related to scheduling and consults with the immediate supervisor about system problems.
• Uses customer service principles and techniques to deal with patients calmly and pleasantly.
• Provides operator back up and other clerical support and department duties as necessary.
• Respects/promotes patient rights; responds appropriately to emergencies; shares problems relating to patients and/or staff with immediate supervisor.
• Works as a productive member of the team helping co-workers as needed.

Performance Requirements

Knowledge of health care field and medical office protocols/procedures; HIPAA Privacy and Security rules; information that must be conveyed to patients and families. Skills in tact and diplomacy in interpersonal interactions and dealing diplomatically with the public under stressful conditions. Ability to work in a team based environment, multitask, handle various priorities in a flexible, rapidly changing environment, work under pressure, and plan, prioritize, and complete delegated tasks in an appropriate timeframe.