CLINIC SCHEDULER - OCW ADMINISTRATION

Assists new and existing patients by determining needs, scheduling, rescheduling, and canceling appointments, updates schedule of providers' as needed, notifies patients of any scheduling changes. Accurately gathers, verifies and enters patient data into the appropriate system and documents all call information according to standardized procedures.
Essential Functions

• Communicates effectively with clients and medical professionals, presents a positive impression of the organization. Answer questions and offer other information, as requested, to provide patientfocused service.

• Supports phone center with high volume calls averaging 13000+calls per month.

• Answers telephone calls promptly and politely. Schedules appointments and performs verification according to provider rules and guidelines, documenting service requests. Document all call information according to standard operating procedures.
• Coordinates scheduling among multiple parties, including patients, physicians, and facilities to accommodate preferences and urgency. Schedules clients serving multiple medical offices, taking into consideration client location, facility capabilities, insurance requirements, type of exam.
• Assist with patient reminder calls as requested and make, reschedule appointments when necessary. Educate patients on office policy related to appointments
• Schedule the proper appointment type (location, time, provider, office location). Obtains proper approval for schedule changes or cancellations as appropriate.
• Respond to patient portal appointment requests. Manage individual scheduling buckets, including patient cases, portal requests, return to office orders and follow up on missed/cancelled appointments.
• Obtains and confirms pertinent billing and demographic information and accurately enters the patient and insurance information into the EHR system.

• Works closely with Staff and Physicians and outside Physician offices and Pharmacies to ensure accuracy.

• Provide assistance with mailings and other projects as call volume permits.
• Clinical Care: Ensure that quality patient care is delivered to all patients on a 24-hour basis, and the unit is maintained in accordance with professional and regulatory standards and the philosophy and goals of Hoag.

• Perform other duties as assigned.

Education, Training and Experience
Required: High school diploma or equivalent required 1+ years of previous patient scheduling, call center, or reception experience Basic knowledge of health care terminology Knowledge of Microsoft Office and personal computers

Skills or Other Qualifications
Required:

• Excellent customer service skills

• Skill in working with Microsoft Outlook and EMR Systems

• Good problem solving, interpersonal, communication and organizational skills

• Ability to work in a "call center" environment: work quickly and multi-task.

• Ability to handle confidential and sensitive information

• Ability to work in high volume/fast paced environment

• Ability to learn basic computer programs and processes