The Centralized Scheduler is vital in orchestrating the smooth operation of patient scheduling and call management, ensuring every interaction is handled with professionalism and care. Our Centralized Schedulers are key players of our healthcare delivery system, which plays an integral role in enhancing patient experiences, reinforcing the high standards of service.

In this position, you are the first point of contact for our patients. Your responsibilities will not only involve scheduling and administrative tasks to multiple service lines but also require a keen ability to navigate the complexities of patient needs with empathy and efficiency. The role demands a unique blend of precision, excellent communication skills, and a passion for making a difference in the lives of those we serve, aligning with Premier Community HealthCare’s vision of operational excellence and community commitment.

Essential Duties and Responsibilities:

• Answer multiple phone lines promptly and courteously, assessing and addressing patient needs.
• Register new patients or update existing patient details in the Practice Management System.
• Schedule patient appointments using the Practice Management System, explaining necessary documents and fees
• Maintain patient confidentiality and ensure the Electronic Health Record (EHR) is kept up to date and with the upmost security
• Verify and accurately document patient demographics
• Verify or reschedule upcoming appointments and remind patients of required forms or fees
• Accurately transfer calls in accordance with Premier Community HealthCare Group guidelines and protocols
• Direct clinical calls and billing inquiries to the appropriate departments or sites. Submit follow-up phone messages as appropriate
• Assist callers with general site information and nonclinical issues.
• Actively participate in and adhere to patient care expectations to support clinical goals and quality improvement initiatives.
• Ensure confidentiality and HIPAA compliance at all times.
• Keep other care team members informed when situations occur that disrupts timely patient flow through site.
• Contribute to community give back initiatives and be an advocate for Premier’s mission.
• Adhere to patient care needs and the core values of Premier Community HealthCare to a provide best-in-class patient experience.
• Work towards attaining department goals and drive Quality Improvement / Quality Assurance (QI/QA).
• Other duties as assigned.

Supervisory responsibilities: None

Knowledge, Skills and Abilities:

• Proficiency with Computer/Software: Demonstrates skill in adapting to new technologies, with a focus on EHR systems like EPIC.
• Organizational Skills : Efficiently manages multiple tasks, excelling in call handling, appointment scheduling, and data management.
• Communication : Possesses strong verbal and written communication skills, maintain professionalism with patients and care team members.
• Attention to Detail : Maintains precision in managing patient information and scheduling, with the ability to perform repetitive tasks accurately.
• Problem-Solving : Quickly identifies and resolves scheduling conflicts and patient inquiries.
• Patient Focus : Committed to providing a compassionate and empathetic approach in every interaction, enhancing patient experience and comfort.
• Integrity : Exhibits honesty and ethical conduct, maintaining confidentiality and upholding Premier Community HealthCare's values in all interactions.
• Regulatory Knowledge : Familiar with healthcare privacy and security regulations, including HIPAA.
• Adaptability : Shows flexibility in adapting to changes and operational challenges.
• Team Collaboration : Works effectively with healthcare team members in a collaborative environment.
• Medical and Mathematical Proficiency : Basic understanding of medical terminology and proficient in mathematical skills.
• Customer Service : Exceptional customer service skills, effectively communicating across various levels of the organization.
• Community Engagement: Ability to effectively engage with a diverse patient population, showing cultural sensitivity and awareness. Actively supports and promotes Premier Community HealthCare's campaigns and initiatives, such as giving campaigns, contributing to the organization's community-oriented goals.

Qualifications:

• High School Diploma or GED
• Obtain and maintain Epic certification / annual compliance throughout employment.

Working conditions and physical requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to lift 20 lbs. regularly and 30 lbs.-50 lbs. occasionally
2. Ability to sit for long periods of time
3. Direct exposure to computer screen
4. May be exposed to contagious/infectious diseases