The Call Center/Appointment Scheduler possesses the ability to multi-task, use excellent telephone etiquette, work accurately and efficiently, and interacts effectively with all patients and visitors. The scheduler may be required to float to other locations as needed.
Responsibilities will include, but may not be limited to:
Responsible for managing phone calls from patients, family members and referral sources in a call center setting to accurately and efficiently schedule outpatient clinic appointments in the appropriate electronic medical record (EMR)
Utilize education, expertise and knowledge of the outpatient clinic environment to troubleshoot scheduling problems
Communicate with team members including providers, clinical teams and clerical staff to ensure accurate scheduling
Organize facility calendars and act as the liaison between medical professionals and patients while adhering to all HIPAA guidelines and regulations
Relay messages between patients, patient family members, medical professionals, and other team members utilizing appropriate messaging processes in the EMR
Provide accurate instructions to patients for completion of paperwork and preparation for labs, radiology and other testing
Promote customer service with all customers including physicians, other staff members, patients and family members to achieve positive outcomes
Exhibit exemplary core customer skills and values and completes other duties as assigned
Minimum of two(2) years experience in customer service, required.
A Minimum of two (2) years experience in a medical office setting, preferred.
Prior outpatient clinic scheduling experience, preferred.
High school graduate, required.
Certificate in Medical Terminology, preferred.
Exemplary level of oral and written communication skills, required.
Ability to quickly develop rapport with customer base including but not limited to physicians, coworkers and ancillary personnel.
Ability to multitask.
Exemplary telephone etiquette skills, required.
Knowledge/experience of insurance and billing processes, preferred.
Prior experience with practice management software, preferred.
Physical Requirements: Light Physical Agility Test (PAT) Rating
While performing the duties of this job, the employee is frequently (activity or condition exists from 1/3 to 2/3 of the time) required to stand, sit, and walk; frequently to use hands, fingers; and frequently to talk or hear. The employee must exert up to 15 pounds of force occasionally (activity or condition exists up to 1/3 of the time), and/or up to 5 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
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.