Centralized Scheduler

Position Purpose:

The Scheduler is responsible for accurately and efficiently scheduling patient appointments across multiple service lines. This role ensures proper documentation, verifies necessary information, and provides excellent customer service to patients and providers while maintaining compliance with hospital policies and confidentiality standards.

QUALIFICATIONS:

• High school diploma or equivalent; Associate degree preferred or a healthcare-related field.
• Minimum of one (1) year experience in healthcare scheduling or customer service.
• Proficiency with electronic medical record (EMR) systems (Cerner preferred) and familiarity with scheduling workflows.
• Knowledge of medical terminology
• Strong interpersonal, communication, organizational, and multitasking skills.
• Ability to work efficiently in a fast-paced environment. 
• Previous experience in centralized scheduling, patient access, or care coordination within a healthcare system.
• Working knowledge of insurance verification, prior authorization requirements, and related patient access processes.

GENERAL REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and / or ability required:

• Ability to add, subtract, multiply, and divide
• Ability to generate, read, interpret, and take action as it relates to basic financial statements, national and state regulations, safety rulings, operational and maintenance and organizational policies / procedures
• Ability to write reports and correspondence
• Ability to effectively present information to patients, families, employees, health care providers, etc...
• Ability to work cooperatively and communicate effectively to maintain good working relationships with staff and health care providers
• Ability to work with skill in identifying problems; making frequent decisions regarding method of performance

EQUIPMENT, TOOLS, MATERIALS:

• Calculator
• Computer and printer
• Fax and copy machine
• General office materials/supplies
• Information Systems
• Telephone system

SECURITY/ACCESS:

• Will have access to the facility 24 hours a day.
• Will have access to confidential information abiding by the organizations privacy policies and regulations concerning this information.

Essential Job Duties and Responsibilities:

1. Assist in onboarding departments into the centralized scheduling model.

• Supports the transition of new departments into the centralized scheduling process.
• Helps gather workflow information, scheduling needs, and required documentation.
• Provides basic guidance and support to departments to ensure smooth integration. 

2. Schedule patient appointments accurately and efficiently. 

• Schedules patient appointments according to provider orders, organizational protocols, and established workflows.
• Enters correct visit types, locations, and timeframes into the scheduling system.
• Balances provider availability, department capacity, and patient needs to optimize scheduling.

3. Verify patient demographics, insurance, and authorization requirements. 

• Confirms patient demographic and insurance information prior to scheduling.
• Reviews authorization or referral requirements and routes follow-up needs to appropriate staff.
• Ensures that required information is complete before finalizing appointments.

4. Communicate clearly with patients regarding scheduling needs. 

• Contacts patients by phone to schedule, confirm, or adjust appointments.
• Provides clear, courteous instructions regarding appointment times, locations, and basic preparation requirements.
• Responds to patient questions within scope and escalates concerns as needed.

5. Facilitate communication among providers, staff, and departments. 

• Communicates with providers, clinics, and other staff to clarify scheduling details or missing information.
• Helps coordinate information flow to ensure orders and instructions are complete and accurate.

• Maintains professional communication to prevent delays or errors.

6. Monitor scheduling queues and complete follow-up tasks. 

• Reviews scheduling worklists, inboxes, and queues to ensure timely processing of requests.
• Follows up on incomplete orders, missing documentation, or scheduling conflicts.
• Works proactively to reduce backlogs and maintain efficient scheduling operations.

7. Document all scheduling interactions in the EMR. 

• Records all appointment scheduling actions, details, and communication in the EMR accurately and promptly.
• Ensures documentation meets organizational standards for clarity and completeness.

8. Follows HIPAA regulations and ensures that the confidentiality of patients medical, personal, financial records, employee records, and organizational records is maintained.

9. Participates in FCH committees, quality assurance, performance and quality improvement initiatives, and activities which support the facility and department operations.

10. Complies with the state and federal regulatory requirements related to the performance of FCH operations and requirements of the FCH Compliance Program. Including but not limited to:

• The Compliance Policy.
• Completes all on-line training annually and as assigned.
• All department and organization-wide policies.
• Considers the impact of regulations such as Critical Access Hospital requirements, along with Federal and State of Nebraska regulations and discusses concerns appropriately to ensure compliance.

11. Presents self in a professional manner and enhances professional growth and development through participation in education programs, current literature, in-service meetings and workshops.

• Seeks opportunities for continued growth and performance improvement.
• Always maintains a professional appearance and manner.
• Dependable and completes work in a timely manner.
• Demonstrates an understanding and emphasis on quantity, quality and knowledge of duties and tasks.

12. Performs other duties as assigned.

Essential Standards of Service Excellence:

1. Abides by Fillmore County Hospitals Standards of Professional Courtesy and Respect which include:
   • Communication & Interaction
   • Customer Service & Respect
   • Teamwork
   • Telephone Communication
   • Safety, Pride &Ownership
   • Professional Appearance
2. Abides by Fillmore County Hospitals Core Values 1-12 which include:
   • Authenticity
   • Integrity
   • Awareness
   • Courage
   • Perseverance
   • Faith
   • Purpose
   • Vision
   • Focus
   • Enthusiasm
   • Service
   • Leadership

ESSENTIAL WORK ENVIRONMENT & PHYSICAL REQUIREMENTS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.