Primary Objective

The Surgery Scheduler is responsible for the coordination of surgical care by serving as primary liaison between physicians, clinical team members and patients both pre-operatively and post-operatively. This position provides administrative support to the assigned physician(s), ensuring that services are administered utilizing professional standards with a strong focus on quality, timely care and exceptional patient service.

Essential Functions

• Schedules all surgical procedures for assigned physician(s), including overall coordination of schedule.
• Promotes superior service by ensuring high quality clinical care, including scheduling the correct procedure, correct site, and equipment every time.
• Coordinates instruments and equipment for each procedure, including understanding limitations and requirements.
• Timely and accurately completes assigned tasks which include triaging of incoming calls, working task logs, relaying pre and post-op instructions to patients, scheduling appointments and performing other administrative duties as assigned.
• Utilizes critical thinking skills in handling patient phone calls ensuring complete follow through and resolution. Seeks physician or management guidance, as needed. Answers and handles calls in an efficient and friendly manner while ensuring all patient phone calls are returned in a reasonable timeframe.
• Works with assigned medical center leaders to manage block time.
• Verifies physician(s) orders for procedures and diagnoses to ensure all supporting documentation matches. Chooses the correct CPT and diagnosis codes when completing surgical forms.
• Consistently documents all patient-related communications within the EHR in an accurate, concise, and timely manner so that all parties involved in the patient’s care can access.
• Allows adequate time for each procedure, including individual physician requests and room turnover.
• Compiles and prepares all necessary surgical documentation, including clinical notes, consents, diagnostic test results/images, etc. Looks ahead on the schedule identifying and addressing any issues that could affect the patient’s care.
• Effectively manages block time, including utilization, potential efficiencies, and communication with physicians to identify solutions.
• Assists clinical team members with clinic duties as clinic needs dictate.
• Compliance with the Employer’s policies and procedures, including work rules and emergency action plans.
• Ability to meet the physical and mental demands of the position.
• The ability to work on-site.
• Predictable, reliable, and prompt attendance.

Skills and Abilities

• Ability to maintain a high level of precision in judgment, the accuracy of assessment and skill in problem-solving under stress.
• Strong knowledge base of medical terminology, medical abbreviations, medical allergies, medications, medical diagnoses, and surgical procedures.
• Basic insurance carrier and pre-certification knowledge and computer skills.
• Proficiency in the use of Microsoft Office and EHR software applications, preferably Epic.
• Knowledge of different insurance company requirements.
• Ability to react calmly and effectively in emergency situations.
• Ability to work under the direction of a physician, on a team and independently.
• Ability to adapt to changes in the department.
• Follows detailed written and oral instructions.
• Ability to examine documents for accuracy and completeness.
• Ability to identify problems.

Core Competencies

• Patient Focus
• Attention to Detail
• Information Collection & Management
• Multi-Tasking & Adaptability
• Personal & Professional Ethics
• Customer Service

Clinical Competencies

• Medical terminology.
• Overall understanding of the surgery specialties, including equipment, case types, and insurance.
• Knowledge of examination and diagnostic procedures.
• Knowledge of medical equipment and instruments.

Accountability

Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.

Supervisory Responsibilities

Surgical Schedulers report to Operations Supervisors or Operations Managers.

This position has no supervisory responsibilities.

What You’ll Bring

Education:
High school diploma or equivalent required

Experience:
Minimum 1 year of experience in a medical office setting required
Preferred: surgical scheduling, insurance verification, Epic experience

Skills and Competencies:

• Strong attention to detail and accuracy
• Knowledge of medical terminology, procedures, and workflows
• Excellent communication and customer service skills
• Ability to multitask in a fast-paced environment
• Strong problem-solving and critical thinking skills
• Proficiency in Microsoft Office and EHR systems (Epic preferred)