Appointment Scheduler

About the Job

The Appointment Scheduler is responsible for registering and scheduling patients at South Texas Renal Care Groups offices city-wide ensuring that processes and procedures exceed customer expectations.

This position enhances the patient experience with one telephone call to schedule and register for an appointment. The Appointment Scheduler reviews insurance benefit information, estimated costs, and payment options with the patient. Also obtains or reviews all necessary demographic, clinical, procedural, and prep information with the patient or representative. This position also enhances the Provider experience by offering a single point of contact for the referring offices.

Essential Job Duties

1. Accountable to verify accuracy of patient demographics.
2. Identifies and reports possible Compromised Records or Identity Theft.
3. Interacts with customer to gather and verify needed registration and scheduling information.
4. Accurately inputs patient demographic, insurance, and essential scheduling into the appropriate database so that billing, reporting, and analysis by facility, corporate, state, and federal agencies can be performed.
5. Comprehends and provides explanation of legal documents in accordance to regulatory requirements.
6. Holds financial discussion with patient or representative which includes insurance benefits, cost estimation, financial obligation, and identifying financial assistance needs.
7. Articulates billing process information and maintains the stats determined reasonable for position
8. Interacts between physicians, physician's office staff, and ancillary departments as needed in the interest of the patient to obtain orders and diagnosis for patients.
9. Provides customers with information concerning examination content and pre-examination instructions including preps and timetables providing way-finding as needed.
10. Coordinates appointments for patients between multiple locations in the system.
11. Documents discussions with patients by entering detailed notes in the appropriate software, and ensures accurate record keeping for any follow up needed.
12. Greets patient/clients in person and on the phone with an "I CARE" attitude, responding with empathy and positive interpersonal skills.
13. Maintains expected productivity and quality standards including working all daily, weekly, and monthly reports timely and accurately.
14. Tactfully handles difficult situations with unhappy customers applying Healing Connection principles to achieve positive service recovery.
15. May lead, mentor, and/or train new employees.

Minimum Requirements

An exceptional, upbeat phone voice
A desire to answer and utilize the telephone
Healthcare experience working directly with patients on a one on one level via telephone and in person.
Ability to overcome obstacles and assist all patients as needed
Understand this position is the first impression of the practice and an example of the care the caller will receive.
Two years of experience working with patient access or two years of experience in and extensive knowledge in the health insurance industry (Commercial Insurances, Medicare, and Medicaid); health claims billing or Third Party contracts.
Four years of general customer service experience, or two years medical admitting, billing, collection or insurance experience and two years of customer service experience in an office, call center, or other professional environment.
Demonstrated excellent communication and interpersonal skills
Experience managing multiple tasks or priorities.
Demonstrated working knowledge of word processing, spreadsheet, email, and calendaring programs.
Demonstrated typing proficiency.
Demonstrated ability to work effectively in time sensitive situations.
Demonstrated independent and critical decision making skills.
Bi-lingual - Spanish speaking

Preferred Requirements

Knowledge of medical terminology
Versed in CPT/ICD codes

ECW experience

Posting Specifics
Career Level Required Experienced (Non-Manager)
Experience Required 1 to 2 Years
Education Required High School or equivalent
Benefits Eligible: Yes
Shift Details: Monday - Friday 8:30am - 5:30pm