Experienced Phone Scheduler (Hybrid)

Definition of Position:

Ensures all callers receive assistance as quickly and efficiently as possible, always being treated with the highest level of respect.

Performance Requirements:

• Smile, be friendly assuring all callers feel comfortable and welcomed at all times
• Hybrid Expectations- Comply to Rotating Schedule -Plan ahead/Accommodate changes within schedule in timely manner, and notify Scheduling Manager of changes to be updated
• Identify the caller and maintain identity during the duration of the call.
• Determine whether a patient is new or existing patient in our practice
  • New patients – obtain information needed to create patient profile; schedule appointment in the location and with the requested provider or our first available location and provide
  • Existing patients – open the patient’s Appointment Desk, verify all information with the patient and update as needed; schedule appointment in location and with the requested provider or our first available location and provider
• If a primary care physician’s officer calls, complete the patient registration process above and schedule appointment per appropriate guidelines
• Appropriately document all pertinent information in the patient medical chart
  • Send necessary Telephone Encounters, Task and/or Staff Messages to appropriate groups after appointment is schedule
    • ​​​​​​​Medical Records, WS Clinic, CC DHS Triage General, Billing, etc.
• Process all calls with a friendly and helpful demeanor
  • Triage calls – notify the patient a message will need to be routed VIA EPIC and a nurse will return the call as soon as possible
  • Patients with concerns, etc. redirect to appropriate persons/DHS Management Team
• Process all assigned patient task(s) same day
• Manage  and prioritize other duties at appropriate times throughout the work day
• Attendance should be regular, predictable and punctual.
• Completes any additional responsibilities given by the DHS Management team