Position Overview:

Responsible for scheduling appointments for patients, maintaining clinical provider preferences [patient volumes, etc.], and scheduling referrals from other healthcare providers.

KEY AREAS OF RESPONSIBILITY AND DUTIES (Essential Job Functions):

 Schedule appointments for patients either by phone when they call or in person.

 Answer incoming calls in a timely manner. Route calls as appropriate.

 Ensure the accuracy of appointments, reschedules, follow-ups, etc., with minimal errors.

 Promptly and professionally answer telephone calls.

 Route calls appropriately offering voice mail, or redirection of calls as needed.

 Prevent, calm, or defuse irate callers and patients by working with them to identify concerns and properly direct callers to the appropriate person.

 Use the computerized system to match physician/clinician availability with patient’s preferences in terms of date and time.

 Assist with maintaining a scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns.

 Retrieve fax referrals and schedule patient appointments in a timely manner.

 Meter your own outgoing mail and any other mail if appropriate.

 Ensure that updates (cancellations, additions) are input daily.

 Use customer service principles and techniques to deal with patients pleasantly and calmly.

 Assist with scanning duties as needed or during periods of downtime.

 Documents in patients’ EMR all progress taken related to individual referrals.

 Return patient calls regarding referral and appointment scheduling.

 Communicate concerns regarding issues impacting patient care to appropriate individuals.

 Follow HIPPA guidelines regarding patient health information (PHI).

 Reliable attendance and punctuality.

 Establishes professional relationships with outside providers, labs and medical facilities where patients are referred. Keeps professional communication ongoing to ensure quality patient care, timely referrals, and smooth referral operations.

 Ensure complete and accurate registration, including patient demographic and current insurance information.

Ensure that all inbound referrals are tended to within a 3-day period.

 Any other duties as assigned or requested.

POLICIES AND STANDARDS:

Know and comply with center-wide policy and procedure in all areas of employee conduct such as quality, safety, risk management, corporate compliance, HIPAA privacy and security, and customer service.

OTHER DUTIES:

Other duties and projects as assigned. Regular and reliable attendance is an essential function.

General:

• Maintain established policies and procedures, objectives, CMS requirements, QA programs, and safety standards
• Attend all required meetings and education sessions within the scheduled timeframe.

• Annual mandatory safety review
• Annual HIPAA education
• Annual customer service education

JOB SPECIFICATIONS:

Education: Minimum: High School diploma or equivalent.

Experience: Minimum: Three years of scheduling experience. Knowledge of cardiology preferred. Pre-cert and referral knowledge are helpful.

Licensure/Certification: None

Skills/Knowledge/Ability: Ability to use multi-line phone systems, including transferring calls and paging. Ability to speak clearly and loudly enough to be heard by callers and patients. Knowledge of medical terminology and organization services. Excellent communication skills. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.