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CLR - Senate House - Scheduling Services Specialist in Camp Hill, PA at Integrated Resources, Inc

Date Posted: 1/6/2019

Job Snapshot

Job Description

Dress code: business casual
JOB SUMMARY: Provides seamless appointment scheduling services to patients and referring physician offices by matching physician-specific scheduling guidelines with patient appointment preferences across the Geisinger Health System (GHS) using technology. Collects and maintains accurate, basic patient information relating to registration and insurance in compliance with HIPAA guidelines. Facilitates positive multi-channel communications among patients, physicians, clinical staff, outreach sites, and internal departments to serve patient and referring physician needs using advanced writing, telephone, e-mail, and internet skills. Possesses solid knowledge regarding specialty, primary care, and/or community practice department specific scheduling guidelines, procedures, appointment scheduling and clinic work flows. Provides flexible coverage for co-workers in assigned work groups as needed. Directly accountable to Supervisor, Scheduling Services.
MAJOR DUTIES AND RESPONSIBILITIES: *1. Schedules patient appointments system wide for providers including specialty and ancillary services throughout GHS. Communicates appropriately and effectively with patients, referring physicians, departments, specialties and CPSL sites in compliance with customer service standards. Schedules and providing proper prep instructions for ancillary and diagnostic procedures/tests using physician-specific and department guidelines. Coordinates and completes accurate basic registration, demographic and insurance information to ensure timely and accurate payment for services while scheduling appointments. Collaborates with Clinic Operations to assure that all appointment requests are satisfied within the time frame specified by the referring provider. Completes all appointment scheduling, cancellation and confirmation requests by matching patient preferences with documented, physician-specific scheduling guidelines to provide the first available appointment in conjunction with patient preferences for time, date and location of each appointment. References provider-specific system guidelines to ensure accuracy of scheduling appointments. Processes requests for referrals and obtains the referrals for physician offices as required. Supports system-wide marketing campaigns. Provides one-call resolution whenever possible for all appointment-related calls. Responsible to answer patient and referring physician questions pertaining to appointment status. Processes multi-channel messages related to patient and/or physician requestsregarding: appointments, referrals, prescriptions and complaints. Achieves and maintains service goals related to call center metrics. Scans all information into the patients record that is received from referring providers. Provides basic analysis to operations, administration and other teams relating to scheduling, access to appointments, and wait lists. Advises Supervisor of unusual situations, scheduling system technology or patient-related concerns. Responsible to hold and release template slots for requests to occur within 2 weeks. Facilitates and assures physician to physician or department contact. Achieves and maintains quality and service standards. Coordinates efforts with clinical and Revenue Cycle departments to resolve referral, appointment, insurance, and other patient appointment-related concerns. Functions as a team member to organize and prioritize responsibilities to complete daily work assignments. Offers assistance to coworkers to ensure completion of all assigned duties. Makes suggestions for improvements to procedures or innovations to enhance patient service. Adheres to all GHS policies, procedures, protocols and standards of care. Attends and participates in departmental staff meetings. Responsible for reading and reviewing departmental notes when not in attendance. Assists with training initiatives for new hires. Participates in Clinic Operations and Scheduling Services meetings. Performs other duties as required or assigned for emergency or operational reasons for which the employee is qualified to perform.
SPECIFIC POSITION DUTIES: COMPETENCIES AND SKILLS: Demonstrates a positive, supportive, respectful and helpful attitude in interactions with all department customers (patients, physicians, visitors and other healthcare team members). Demonstrates respect for the rights and dignity of all patients. Provides and maintains patient privacy at all times. Is compliant with HIPAA guidelines and privacy practices, patient confidentiality and patient rights. Demonstrates the ability to effectively handle the departments minimum appointment-related contacts to resolve questions or concerns from patients and/or referring physicians on a weekly basis. Demonstrates the ability to promote and work in a team atmosphere to manage and process all multi-channel contacts and attain common goals. Demonstrates a positive work attitude. Demonstrates a calm, professional manner. Offers and acts on constructive feedback. Demonstrates time management skills effectively to perform scheduling while meeting department productivity and service standards. Demonstrates high level of customer service while meeting department quality performance standards. Demonstrates flexibility in response to unexpected changes in workload, staffing and scheduling. Demonstrates detailed knowledge of Microsoft Office applications, GroupWise and all other department software systems and their integration.
EDUCATION AND/OR EXPERIENCE: High school diploma required. Minimum of one year experience in a medical office/clinical setting or call center experience required.
Associate's/Bachelor's degree in business or related degree required.
Familiarity with medical terminology preferred.
Previous call center experience preferred.
NAHAM or CRCR certification preferred.

Not Needed