Job Purpose:

The Patient Scheduler is responsible for answering calls, directing and transferring calls, taking messages, scheduling appointments for patient clinical appointments, documenting needed information and following physician scheduling protocols.

This position works remotely.

Primary Duties and Responsibilities:

• Answers incoming calls in a timely and courteous manner
• Answers phone calls in a timely and courteous manner; typically, within a two-minute timeframe
• Fields customer questions and concerns; directs and transfers call to appropriate staff member
• Ensures that appropriate actions are taken to resolve customers problems and concerns
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
• Schedules appointments for new and existing patients according to the policies and protocols in place for appropriate physicians within a high call volume environment
• Accurately obtains, verifies, enters and updates patient demographics and patient insurances in the patient's electronic medical record
• Interviews patients to collect patient summary, history, symptoms, and diagnosis as needed
• Enables and assists patients with registration and utilization of the web portal
• Initiates scheduling process of all external patient referrals received by calling prospective patients
• Maintains patient confidentiality

Competencies:

• Customer Focus : Works with customers to understand needs and ensure that products and services meet their needs. Does what can be done to resolve issues, gets the customer to someone who can help if needed, and follows up to ensure there is resolution. Handles the situation in a conscientious and customer-focused
• Communication: Actively listens, interprets verbal and nonverbal cues, and seeks to understand; presents information clearly both verbally and written with the goal to inform and care for patients; able to adjust presentation as needed for audience
• Conflict Resolution: Ability to anticipate, diffuse, and resolve disagreements, confrontations, tensions and complaints in a practical and constructive manner in order to achieve results
• Adaptability: Maintains composure in a fast-paced environment, managing changing priorities and adjusting response appropriately to achieve goals; responds to change with a positive attitude and willingness to learn new ways to accomplish work activities and objectives.
• Discernment / Judgment: Acts with the patients best interest making timely and informed decisions in complex situations
• Initiative / Independence: Able to work things out without having to be shown too often. Takes responsibility for own time and effectiveness. Alert to opportunities to contribute appropriately without being told. Able to spot and implement opportunities for improving situations
• Comprehension: Understands and applies detailed instructions and factual information in oral, written and /or diagram form
• Attention To: Detail: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently
• Professionalism: commitment to quality acting with expertise and integrity; ability to foster collaboration, maintain confidentiality communicate, respectfully, and open to receive feedback.

Organizational Culture:

All OrthoIllinois employees focus on service by putting the mission, vision, and value statements into practice and using the guiding principles of Compassion, Respect, Trust, Integrity, Innovation, Education Fiscal Responsibility, Practice Independence, Accountability, and Empowerment to direct their interactions and decision making. Employees promote and model the service standards to create lasting impressions, extraordinary moments, exceptional on-stage experiences, and meaningful and compassionate connections.

Education and Experience Requirements:

• High School Diploma or GED required
• A minimum of 2 years of experience performing similar tasks in customer service, clerical, or receptionist role preferred
• Experience in healthcare setting preferred
• Working knowledge of Microsoft and Google Suites
• Familiar with EMR systems preferred

Environmental/Working Conditions:

Working environment is in an office/clinic setting.

Physical/Mental Demands:

• Sit for extended periods of time
• Requires lifting, carrying and/or moving objects in a manner consistent with most office environments (generally, no more than 10 pounds on a frequent basis and 20 pounds on an occasional basis)
• Finger dexterity for typing on a keyboard and using a mouse for extended periods of time
• Vision (e.g., depth perception, color vision, strong vision up close); hearing (e.g., high pitch sounds, soft or distant sounds)

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve