What are the responsibilities and job description for the Scheduler position at Diabetes & Glandular Disease Clinic, P.A.?
POSITION SUMMARY:
The Scheduler is responsible for scheduling and interacting with patients via telephone in a “call center” environment; effectively multi-tasking, accurately handling all calls and effectively managing time. The scheduler is responsible for providing excellent customer service, assisting patients and other callers. Accuracy and customer service are priorities for this position.
ESSENTIAL DUTIES:
The Scheduler is responsible for scheduling and interacting with patients via telephone in a “call center” environment; effectively multi-tasking, accurately handling all calls and effectively managing time. The scheduler is responsible for providing excellent customer service, assisting patients and other callers. Accuracy and customer service are priorities for this position.
ESSENTIAL DUTIES:
- Schedule appointments for patients in accordance with the scheduling rules, reviewing appointment date, time, location and provider name with caller.
- Answer telephone promptly and in a polite and professional manner, following call center scripts.
- Handles all incoming telephone calls from patients, makes appointments, and answers general questions and inquires.
- Uses computer system (EMR System) to refer to existing patient’s information or set up new patients in the scheduling tool.
- Receives, directs, and relays telephone and fax information.
- Provides the patient with available timeslots.
- Communicates all add- ons, delays, cancellations, and “no-shows” to Clinic Coordinator. Reminds caller of cancellations/no-show policy.
- Responsible for inputting very detailed information on the patients using a variety of computer screens.
- Explains all current fees and patient’s financial responsibility and informs patient of payment required for existing balances due at or before next appointment.
- Provides information to callers on proactive policies and procedures such as what is required following physician template, in preparation for appoint (insurance, id, etc.).
- Schedule to ensure efficient patient flow based on predetermined appointment availability.
- Secures patient information and maintains patient confidence by completing and safeguarding medical records, completing diagnostic and procedure coding and keeping patients information confidential.
- Follows up with patients.
POSITION REQUIREMENTS:
A.KNOWLEDGE, SKILLS AND ABILITIES:
- Knowledge of EMR systems preferably Athena
- Knowledge of front and back-office procedures
- Knowledge of HIPPA
- Knowledge of basic medical terminology
- General understanding of EOB’s (Explanation of Benefits), ability to interpret EOB’s
- Ability to operate basic office equipment
- Proper telephone etiquette
- Ability to read, understand and follow oral and written instructions
- Must be well organized and detail-oriented
- Have the ability to respond well under pressure
- Promotes a professional, productive and positive work environment
- Skilled in multitasking effectively and answering multiple phone calls.
- Skilled in managing providers schedules.
- Skill in conducting cooperative interactions with patients and staff.
- Skills in prioritizing tasks and time management.
- Strong organizational skills.
- Ability to provide excellent customer service.
- Ability to interpret and respond appropriately to instructions.
- Ability to build rapport with patients and co-workers.
- Ability to recognize the need to escalate calls to manager, nurse or provider as necessary.
- Ability to exercise sound judgment in handling calls, especially with dissatisfied patients.
QUALIFICATIONS:
B. EDUCATION, EXPERIENCE AND SKILLS REQUIRED:
- High School Diploma or equivalent
- Minimum of 1 year of relevant experience and /or training, or equivalent combination of education and experience in a medical call center role.