Intake and Scheduling Specialist

This position is responsible for scheduling Primary Care patient visits (in home, virtual, and telephone) for new and existing patients. Primary responsibilities include receiving and processing new patient referrals, scheduling patient appointments, and patient or caregiver communication. Other duties include maintaining patient and internal documentation, providing information to potential patients, and starting patient charts.

Estimated Hiring Range

$22.82 - $27.89

Bonus Target

Bonus - SIP Target, 5% Annual

Current CareOregon Employees: Please use the internal Workday site to submit an application for this job.

Essential Responsibilities

Patient Referrals

• Receive and process incoming referrals including:
• Ensure intake forms are complete
• Confirm service address is within Housecall Providers area
• Check insurance contracts with Housecall Providers (in collaboration with billing department if required)
• Determine patient appropriateness for services (in collaboration with clinician/supervisor if required)
• Request and ensure arrival of medical records
• Mail or fax intake forms, as requested.
• Assign patients to appropriate wait list and manage wait list and encounter list including:
• Communicating with patients and families and/or referral source to support excellent customer service and update requests
• Identify people to be present at initial visit
• Notify all required parties of pending admission
  

Patient Charts

• Create and enter information in the electronic medical record, assuring accuracy, completeness and compliance with policies and procedures.
• Maintain and assist with documenting all patients’ interactions and support activities.
  
  

Appointment Scheduling

• Work collaboratively with providers, patients and caregivers, and other Housecall Providers staff to schedule patients based on clinical need and provider availability.
• Maintain an accurate record of planned appointments.
• Arrange family and/or caregiver attendance at appointments and interpreters, as required.
  
  

Communication

• Receive and respond to in-coming calls regarding questions for potential new patients.
• Work collaboratively with internal and external teams to ensure excellent communication and continuity of care.
• Direct information including complaints and clinical information to other staff members as relevant.
• Maintain and assist with documenting all patients’ interactions and support activities.
  
  

Essential Department And Organizational Functions

• Maintain patient/family and staff confidentiality in compliance with HIPAA laws.
• Practice within the scope of license, certification or registration, where applicable, and as required by law and regulation.
• Develop and maintain professional boundaries with all patients/family/caregivers.
• Maintain agreed upon work schedule and meet deadlines for completion of work.
• Serve as an ambassador for CareOregon and Housecall Providers at all times.
• Demonstrates cooperation and teamwork and maintains collaborative relationships with all levels of staff and community partners.
• Participate in orientation of new employees, volunteers or students seeking experience, as requested.
• Attend staff and mandatory in-services meetings, as required.
• Participate in ongoing education and assume responsibility for updating professional skills
• Familiar and comfortable with a person-centered approach to communication, education and care planning.
• Maintain patient and personal safety regarding occupational health and safety and participates in safety program, as requested.
• Participates in performance improvement efforts to continually assess and improve quality of care, as requested.
• Provide back up for other intake and scheduling specialists, as required.
• Perform other duties, as assigned.
  
  

Required

Experience and/or Education

• Minimum 3 years’ experience in some aspect of the medical field, including experience with medical records system
  
  

Preferred

• Experience in a primary care clinic, home health, or hospice setting
• Minimum 1 year’ experience in customer service
  
  

Knowledge, Skills And Abilities Required

Knowledge

• Knowledge of medical terminology
• Detailed understanding of electronic medical record systems and the ability to integrate updates to those workflows on a regular basis
• Knowledge of HIPAA privacy rules and regulations
  
  

Skills And Abilities

• Strong computer skills, including working knowledge of Microsoft Office system
• Excellent customer service skills, including the ability to interact professionally, patiently, and courteously with staff, patients, families and vendors over the phone and in person
• Excellent interpersonal skills
• Ability to work both independently and collaboratively
• Ability to take initiative and utilize innovative techniques and ingenuity
• Ability to interact with various departments throughout the organization
• Ability to prioritize tasks, manage telephone calls with a professional demeanor, problem solve, to stay focused and be organized, and work well to meet deadlines
• Ability to use good judgment, personal initiative and discretion to perform job responsibilities
• Ability to adhere to organizational standards, policies and procedures
• Ability to work flexible hours, if needed
• Ability to work effectively with diverse individuals and groups
• Ability to learn, focus, understand, and evaluate information and determine appropriate actions
• Ability to accept direction and feedback, as well as tolerate and manage stress
• Ability to sit, see, read, hear, speak clearly, and perform repetitive finger and wrist movement for at least 6 hours/day
• Ability to lift, carry, stand, walk, bend, and/or pinch small objects for at least 3 hours/day
  
  

Working Conditions

Work Environment(s): ☒ Indoor/Office ☐ Community ☐ Facilities/Security ☐ Outdoor Exposure

Member/Patient Facing: ☐ No ☒ Telephonic ☐ In Person

Hazards: May include, but not limited to, physical and ergonomic hazards.

Equipment: General office equipment

Travel: May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used.

Work Location: Work from home

Schedule: Ability to work flexible hours, if needed

We offer a strong Total Rewards Program. This includes competitive pay, bonus opportunity, and a comprehensive benefits package. Eligibility for bonuses and benefits is dependent on factors such as the position type and the number of scheduled weekly hours. Benefits-eligible employees qualify for benefits beginning on the first of the month on or after their start date. Housecall Providers offers medical, dental, vision, life, AD&D, and disability insurance, as well as health savings account, flexible spending account(s), lifestyle spending account, employee assistance program, wellness program, discounts, and multiple supplemental benefits (e.g., voluntary life, critical illness, accident, hospital indemnity, identity theft protection, pre-tax parking, pet insurance, 529 College Savings, etc.). We also offer a strong retirement plan with employer contributions. Benefits-eligible employees accrue PTO and Paid State Sick Time based on hours worked/scheduled hours and the primary work state. Employees may also receive paid holidays, volunteer time, jury duty, bereavement leave, and more, depending on eligibility. Non-benefits eligible employees can enjoy 401(k) contributions, Paid State Sick Time, wellness and employee assistance program benefits, and other perks. Please contact your recruiter for more information.

We are an equal opportunity employer

Housecall Providers is an equal opportunity employer.  The organization selects the best individual for the job based upon job related qualifications, regardless of race, color, religion, sexual orientation, national origin, gender, gender identity, gender expression, genetic information, age, veteran status, ancestry, marital status or disability. The organization will make a reasonable accommodation to known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the operation of our organization.