What are the responsibilities and job description for the Patient Scheduling Specialist position at Aspire Allergy & Sinus?
Department: Patient Services
Location: Austin, TX
Our Scheduling Team provides our patients with an exceptional patient experience from the start to the end of their journey with Aspire Allergy & Sinus. As a Patient Scheduler you will provide services for our centralized appointment and communication system for the Aspire Allergy Organization.
Schedule:
Monday-Friday 8am -4 pm
This is a full-time on-site position located at: 5929 Balcones Dr #200, Austin, TX 78731
Key Responsibilities
Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
· Answer calls and schedule patient appointments for consultations, treatments, tests and follow ups based on patients’ needs
· Effectively coordinate and optimize Provider’s schedules to minimize gaps between appointments
· Conduct outbound calls to incoming doctor referrals in a timely manner to achieve new scheduled appointments
· Monitor voicemails and emails from patients and/other associates regarding patient appointment needs
· Take action to prevent appointment cancellation by identifying cancellation reason, actively rescheduling and using other available resources to retain the patient’s appointment
· With an emphasis on Appointment Retention, conduct outbound calls to previous cancellations/no shows to get them back on provider’s schedules
· Answer questions and provide patient-focused service, while promoting a positive impression of Aspire Allergy & Sinus and patient experience
· Answer patient questions regarding insurance coverage and out of pocket cost
· Educate patients on the various Services and Treatments that Aspire Allergy & Sinus offers
· Act as a liaison for patients and other departments, directing calls as needed
· Accurately verify and document patient data into the system
· Comply with HIPAA regulations, respecting patient confidentiality and promoting the mission and values of the organization.
· Adhere to monthly standard performance metrics:
o call volume
o new patients scheduled
o accuracy
o appointment retention
o scheduled referrals
Skills, Knowledge and Expertise
· Must have proficient communication and customer service skills
· Must be knowledgeable with Insurance, including HMO’s, Referrals, Authorizations, Deductibles, and out of pocket cost
· Must be proficient with Google Sheets & other G Suite platforms
· Must be able to handle heavy call volume
· Must thrive in a fast-paced environment
· Must have an exceptional attention to detail
· Self-starter, motivated to complete additional duties when time allows
· Ability to handle confidential and sensitive patient information
· Ability to work well with others and responds cooperatively to supervision and feedback
· Ability to adapt/respond to patient escalation issues
Physical demands/requirements
· Manual dexterity sufficient to operate a computer/keyboard at (50) wpm, calculator, telephone, copier and fax
· Prolonged periods sitting at a desk and working on the computer
· Frequent typing and phone calls throughout the day
· Requires full range of body motion including handling and lifting up to (10) lbs.
Required education and experience
· 1 years of experience in a fast-paced customer service
Preferred education and experience
· 1 years of experience using either Practice Management (PM), Customer Relationship Management (CRM) or related software [PM Preferred]
· 1 Years of experience in a high call volume call center environment
· Bilingual; Spanish
Work authorization/security clearance requirements
Must be legally authorized to work in the United States
What Benefits do we offer Aspire Employees?
- Medical, Dental and Vision Insurance.
- Generous Paid Time Off and 10 Paid Holidays
- Free Allergy Testing and Discounted Treatments
- 401(k) Generous Employer Match
- Employee rewards program!
- More!
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Aspire Allergy & Sinus is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.