Phone Operator / Clinic Scheduler

JOB PURPOSE OR MISSION: As a Phone Operator at our ENT and Allergy Clinic, your primary purpose is to play a pivotal role in patient care coordination. Through exceptional phone-based interactions, you contribute to the efficient scheduling of appointments, tests, and procedures, ensuring a seamless and positive experience for patients seeking ENT and allergy services. Your commitment to accuracy, empathy, and effective communication is instrumental in supporting our mission to provide comprehensive and patient-centered care.

PERFORMANCE CRITERIA

CRITERIA A: Administrative Competence

• Ability to comprehend and accurately use medical terminology related to ear, nose, throat conditions, and allergies.
• Knowledge of common symptoms and conditions seen in ENT and allergy patients.
• Skill in identifying urgent cases or patients requiring immediate attention and communicating effectively with clinical staff.
• Understanding the importance of accurate and detailed patient information for efficient clinical triage.
• Competence in verifying insurance information and understanding the basics of coverage related to ENT and allergy services.
• Ensuring accurate and complete documentation of patient insurance details to facilitate billing processes.

CRITERIA B: Patient Interaction and Communication:

• Exhibits excellent communication skills when interacting with patients, demonstrating empathy, active listening, and clear explanations of medical information.
• Ensures patients feel comfortable and well-informed throughout their interactions, fostering a positive and compassionate patient experience.
• Effectively communicates with colleagues, physicians, and other healthcare professionals to facilitate coordinated patient care.

CRITERIA C: Personal Achievement

• Uses accepted procedures and practices to complete assignments. Uses creative and proactive solutions to achieve objectives even when workload and demands are high.
• Adheres to high moral principles of honesty, loyalty, sincerity, and fairness.
• Upholds the ethical standards of the organization.

CRITERIA D: Efficiency and Productivity

• Manage patient appointments and clinic schedules efficiently, minimizing wait times and optimizing patient flow.
• Complete administrative tasks promptly, such as accurate documentation, responding to emails, and handling phone inquiries.
• Arrives to scheduled shifts promptly and follows company attendance protocols.

CRITERIA E: Adherence to Policies and Compliance

• Demonstrate a thorough understanding of clinic policies, procedures, and regulatory requirements.
• Adhere to infection control protocols, ensuring a clean and safe environment for patients and staff.
• Participate in ongoing training to stay informed about changes in healthcare regulations and compliance standards.

JOB FUNCTIONS

1. Appointment Scheduling and Coordination:

• Schedule patient appointments for consultations, tests, procedures, and follow-up visits, optimizing healthcare providers' time and clinic resources.
• Coordinate patient scheduling requests, ensuring timely and appropriate appointments based on medical priorities and availability.
• Provide assistance and guidance to patients, offering information about clinic services, procedures, and general inquiries.

2. Patient Registration and Insurance Management:

• Register new patients efficiently, collecting necessary paperwork and insurance information.
• Ensure accurate and complete data entry into electronic medical records (EMR) systems.
• Address financial inquiries and concerns with sensitivity and professionalism.

3. Patient Communication and Exceptional Customer Service:

• Communicate with patients to confirm appointments, provide necessary instructions, and address questions or concerns.
• Assist in managing urgent and emergency appointment requests, prioritizing patients based on clinical needs.
• Provide exceptional customer service to patients, addressing inquiries, resolving scheduling conflicts, and ensuring a positive patient experience.

4.Record Keeping and Administrative Responsibilities:

• Maintain and update patient records, ensuring confidentiality and accuracy in compliance with HIPAA regulations.
• Assist with administrative tasks such as filing, scanning, and organizing patient records, forms, and correspondence.

5. Collaboration and Compliance:

• Collaborate with the healthcare team, including physicians, nurses, and administrative staff, to provide comprehensive and coordinated patient care.
• Adhere to HIPAA regulations and clinic policies to maintain patient confidentiality and privacy.

6. Performs all other duties as assigned.
EXPERIENCE REQUIREMENTS
1-2 years experience in a clinic setting. (Required)

EDUCATIONAL REQUIREMENTS

High School Diploma or GED. (Required)

Associate degree or certification in healthcare administration or related field (preferred)

SPECIAL SKILL, LICENSE AND KNOWLEDGE REQUIREMENTS

Proven experience as a scheduler and phone operator, or similar role, preferably in a medical or healthcare setting. (Required)

HIPAA REQUIREMENTS:

Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to Job Position including but not limited to: paper and electronic medical records without limitation, patient demographics, lab, surgery/appt schedules, patient financial and 3rd party billing information, patients related complaints, information related to patient location and religious beliefs.

SAFETY REQUIREMENTS:

Maintains knowledge of and adherence to all applicable safety practices appropriate to Job Position including but not limited to: incident reporting, handles wastes, sharps and linens, PPE, exposure control plans, hand washing, environmental rounds to ensure safety, administers meds/bloods products, receives orders for patients, clinical alarms, collects blood samples for all age groups.

COMPANY REMARKS:

If you are a highly organized and customer-focused individual looking for an opportunity to contribute to the smooth operations of an ENT and Allergy Clinic, we encourage you to apply for the position of scheduler. Join our team of dedicated professionals and play a key role in providing timely and efficient scheduling services to our patients while ensuring a positive experience.

Job Type: Full-time

Pay: $15.00 - $19.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Medical Specialty:

• Allergy & Immunology
• Otolaryngology

Work Location: In person

Salary : $15 - $19