Remote Bilingual Call Center Scheduler

Overview

The primary purpose of this position is to work with a scheduling team consisting of the schedulers, Triage Nurse and Referral Coordinators to schedule patients per TAPM scheduling policy. This position receives incoming calls from patients/parents and determines appropriate scheduling based on guidelines established in a professional and courteous manner.

Job Responsibilities

• Greets patients in a polite, prompt, helpful manner on the telephone.
• Answers incoming scheduling calls.
• Verifies and updates patient information and insurance when making an appointment.
• Understands and completes the registration process for new and/or established patients
• Performs insurance verification 2 days in advance of the patient's appointment
• Follows approved medical group guidelines and appointment scheduling policies and procedures to schedule patients (new and existing) for each practitioner.
• Documents triage calls by listing patient name, telephone number, date of birth, and complaints/symptoms or illness; directs information to nurse.
• Reviews schedules for providers daily for errors and/or adjustments
• Calls patients for next day appointments to verify or cancel.
• Reschedules patients in the absence of providers.
• Responsible for working with managers and providers on the no show process
• Works to ensure appointment slots are fully utilized by using the recall system and/or patient wait list to contact patients in order to fill unused slots.
• Works closely with the nursing staff, triage nurse and providers to appropriately schedule patients.
• Accesses the local hospitals EHR system to obtain patient record information prior to patient visit.
• Calls referring physician office to request records as indicated.
• Maintains information in a confidential manner, and complies with State, Federal and practice guidelines.
• Communicates with the front desk daily regarding scheduling changes
• Communicates with nursing staff to aid patient processing.
• Maintains patient recall process and assist with working the patient work queue
• Call and Follow Up in no shows to educate them on the no show policy and reschedule them accordingly.
• Actively work the no shows and send letters according to the policy
• Assist front desk assistants as needed and/or when team members maybe out
• Maintains work area in a neat and orderly manner.
• Attends meetings as required.
• Cooperates in departmental cross training.
• Prepares report for supervisor, including details of all patients on recall list.
• Abides by all company policies regarding safety/health rules and regulations.
• Adapts to various situations and adjusts to shifting priorities.
• Performs other duties as assigned.
  
  

Preparation & Training

Job duties require the use of electronic health record. Must have a working knowledge of data processing equipment, computers (Excel, word processing), telephones, and such typical office machines and equipment. Must maintain effective written and oral communication/English skills, as well as excellent customer service abilities. A minimum of 2 years of medical office experience is required. Medical Assistant or Medical Registration is a plus. A combination of education and experience may be considered. Must maintain current NC driver's license for occasional outside travel. Must be proficient in English written and oral skills. Must obtain bilingual written and oral skills. Must have the capability to come into the home office periodically for training.