LRHPG Patient Scheduler II - Ortho Srvces-Physicians

Position Details

Lakeland Regional Health is a leading medical center located in Central Florida. With a legacy spanning over a century, we have been dedicated to serving our community with excellence in healthcare. As the only Provisional Level 1 Trauma center for Polk, Highlands, and Hardee counties, and the second busiest Emergency Department in the US, we are committed to providing high-quality care to our diverse patient population. Our facility is licensed for 910 beds and handles over 200,000 emergency room visits annually, along with 49,000 inpatient admissions, 21,000 surgical cases, 4,000 births, and 101,000 outpatient visits.

Active - Benefit Eligible and Accrues Time Off

Work Hours per Biweekly Pay Period: 80.00

Shift: Monday - Friday 8:00am-5:00pm

Location: 3030 Harden Blvd Lakeland, FL

Pay Rate: $17.12-$19.69

Position Summary

The LRHPG Specialty Clinic Scheduler contributes to positive outcomes and meets the customer service expectations of Lakeland Regional Health by exhibiting professional behavior and positive guest relations at all times. The LRHPG Specialty Clinic Scheduler facilitates schedules and patient services so that care is coordinated. Works with external/internal providers/patients to obtain any necessary referrals/authorizations/medical records to support diagnosis, in order to meet department scheduling guidelines. Also responsible for creating the patient's first impression of LRH services to patients, family members and referring physician offices.

Position Responsibilities

People At The Heart Of All We Do

• Fosters an inclusive and engaged environment through teamwork and collaboration.
• Ensures patients and families have the best possible experiences across the continuum of care.
• Communicates appropriately with patients, families, team members, and our community in a manner that treasures all people as uniquely created.
  
  

Safety And Performance Improvement

• Behaves in a mindful manner focused on self, patient, visitor, and team safety.
• Demonstrates accountability and commitment to quality work.
• Participates actively in process improvement and adoption of standard work.
  
  

Stewardship

• Demonstrates responsible use of LRH's resources including people, finances, equipment and facilities.
• Knows and adheres to organizational and department policies and procedures.
  
  

Standard Work: LRHPG Patient Scheduler II

• Kindly and promptly answers all calls, courteous when responding and making warm transfers all while using a professional tone, carefully listening to the caller’s needs while adhering to all guidelines set for protecting patient privacy and confidential information gathered.
• Follow set guidelines for verifying identity, correctly capturing, recording, and updating all required data for every patient.
• Verifies insurance when making appointments for all patients to ensure plan is active and group/provider are PAR with plan and quotes/collects patients estimated financial responsibility and past due balances.
• Works with external/internal providers/patients to obtain any necessary referrals/authorizations/medical records to support diagnosis, in order to meet department scheduling guidelines.
• Reviews and prioritizes inbound faxes and interoffice appointment requests.
• Ability to make independent decisions and act based on previous experience and good judgement, involving the manager(s) or director (s), if necessary.
• Gives clear, concise instructions regarding information needed prior to the time of the appointment/procedure, including handling the records and films.
• Works closely with dept office staff/leadership for STAT appointment requests.
• Works any assigned reports and/or daily workqueue assignments to schedule appointment requests.
  
  

Competencies & Skills

Essential:

• Must have excellent communications and public relations skills.
• Excellent written and verbal communication skills.
• Proficient with computers and typing.
• Ability to operate a multi-line phone.
  
  

Nonessential:

• Basic knowledge and exposure to medical terminology and experience in healthcare scheduling and insurance verification.
• EPIC use 1 year or longer.
• Knowledge of office computer systems, programs and applications such as MS Word, Excel and Power Point.
  
  

Essential:

Qualifications & Experience

• High School or Equivalent
  
  

Nonessential:

• Associate Degree
  
  

Other Information:

Experience Essential:

• Previous experience in a health care setting preferably in Patient Access/Scheduling of at least 1 year .
  
  

Experience Preferred:

• Previous experience in a Customer Service setting.