Scheduler I - MSK Navigation Center - JSC - Full Time - Days

Schedules patient care activity in the office and facilitates flow of information between physician, patient, and the referring physician, via the call center. This employee will schedule/reschedule/cancel appointments, route messages to appropriate staff, utilize/work In Basket Messages, and make outbound phone calls to schedule referring patients. TCHOA Spine & Physical Medicine and Rehab Department Scheduler I Position. This is an in-office call center position located at 9250 Blue Ash Rd, scheduled at approximately 40 hours per week, Monday thru Friday from 8:00 am to 4:30 pm.

Schedule and complete registration during every appointment scheduled. Explain insurance coverage, out of network expense, and explanation of Good Faith Estimate/No Surprise Act. Work collaboratively in Epic and Patient Sync to efficiently handle call volume and manage call queues.

Collect demographic and billing information in a courteous and professional manner.

Identify, document and provide feedback to management on issues that impact departmental workflow.

Participate in activities related to organizational, regulatory, and governmental compliance.

Answer customer's questions regarding preparations for appointments, directions to clinics, and general hospital questions.

Ensure accuracy, appropriate documentation, issues and reschedules following scripts as written.

Quality Improvement by remaining current on scheduling center protocols including daily updates.

Initiate calls to patients/POA to schedule appointments from our referral workqueues.

All other duties as assigned.

EDUCATION: High School Diploma or equivalent.

YEARS OF EXPERIENCE: One to three years’ experience Customer Service required. Medical office experience and 1-year prior scheduling experience preferred.

REQUIRED SKILLS AND KNOWLEDGE: Copier, fax, telephone system, postage equipment, and computer skills (Microsoft Outlook, Word, and Excel) required. Must be able to multi-task and maintain confidentiality. Must pass skills assessment tests and have the following skills:

1. Strong verbal and social skills to facilitate working respectfully with patients, physicians, visitors, co-workers, and drug reps in person or by telephone. Excellent customer service skills.
2. Excellent computer skills in order to utilize Electronic Medical Records systems to find and print records and to scan new records into the system and to utilize the Practice Management System to find whether or not a patient has been seen by this practice, to enter registration data, to scan insurance cards or other identification.
3. Knowledge of health insurance coverage, requirements.
4. Analytical skills required to make decisions based on the facility and clinical situation at hand.
5. Knowledge of and compliance with HIPAA privacy requirements.