Job Description

Job Title:Centralized Scheduler

Department:Business Department

Reports to:Business Office Manager

FLSA Status:

Prepared Date: January 1, 2013

Approved Date:

Approved by:

POSITION SUMMARY:

Performs customer service functions in the medical office setting. Ensures highest level of customer service is provided to the patients and their families. Performs business office responsibilities, as needed.

REGULATORY REQUIREMENTS:

  • High School graduate or equivalent
  • Minimum of two (2) years medical office experience preferred.
  • Previous experience with health insurance and patient billing required.
  • Completion of medical terminology course required.
  • Completion of HTHU Patient Access Certification and Patient Access Specialist, as well as maintaining active certification annually.

LANGUAGE SKILLS;

  • Ability to effectively communicate in English, both verbally and in writing.
  • Excellent interpersonal skills.

SKILLS:

  • Basic computer knowledge, data entry.
  • Keyboard skills: 35 – 40 wpm.

PHYSICAL DEMANDS:

  • For physical demands of position, including vision, hearing, repetitive motion and environment, see following

description.

  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

functions of the position without compromising patient care.

ESSENTIAL DUTIES & RESPONSIBILITIES (others may be assigned)

  • Schedules new patients and return appointments in computer system in accordance with physician and/or office guidelines.
  • Cancels/reschedules appointments according to physician schedule changes
  • notifies appropriate clinic personnel.
  • Obtains and enters all authorization and correspondence relating to referrals in patients charts and computer.
  • Maintains physicians' schedule: on call, vacations, meetings, etc.
  • Schedules outpatient appointments/testing and hospital admissions upon request.
  • Obtains necessary pre-certification as required.
  • Handles new patient referrals, gathers necessary information, assigns the patient account number and schedules appointment.
  • Collects co-pays, deductible and other out of pocket amounts at time of visit.
  • Maintains primary office scheduling book containing all physician meetings, satellite schedule, rounding and call coverage.
  • Handles incoming phone calls from patients needing to schedule or reschedule appointments.
  • Provides patients with accurate and legible appointment cards.
  • Documents' no shows in patient's chart for missed visits.
  • Follows up with patient to reschedule any missed appointments.
  • Arranges for patients to have financial counseling as needed. Answers the telephone in a professional manner; directs calls as appropriate.
  • Makes patient appointments and enters them into the computer system.
  • Obtains required authorization for patients with a managed health care plan in conjunction with Central Scheduling.
  • Greets patients as they enter the office; ensures all patient information is current/
  • Pulls charts for pharmacy requests, tests results, and the like for physician review. Fax completed pharmacy requests and file in patient chart.
  • Files test/procedure results in patient’s medical record after physician has seen the results and address and mail results letters to patients, as requested.
  • Schedules patient tests and procedures, where appropriate and explain any preparation for test/procedures to the patient/family to the patient/family, if needed. Gives patients/families appropriate literature.
  • Provides general patient services; directions, etc
  • Is a resource person for patients and stuff for available community resources/agencies.
  • Responds to patients’ needs, concerns as appropriate. Investigates complaints works with office manager to find solutions.
  • Communicates appropriately and clearly to physicians, office manager, nursing staff, ancillary office staff and patients/families.
  • Maintains a good working relationship within the office.
  • Interacts professionally with patients/families; treats patients and families with dignity and respect.
  • Managers and operates all equipment safety and correctly.
  • Performs other duties as requested.
  • Verify insurance on each patient
  • Look up ICD-9 and CPT codes.
  • Receive and process orders faxed from doctor’s office.
  • Precert all tests via phone or website.
  • Calculate cost of test, deductibles, co-insurance, and patient cost.
  • Call and schedule patient for test/therapy.
  • Fax orders to admissions.
  • Put a copy of all OR orders in Rhonda Shamblin’s box.
  • Mail sleep study packets to patients
  • Collect payments
  • Register patients for outpatient PT/OT/ST and Coumadin patients.
  • Each morning look a report of all CT scans done. Check if any need to be precerted from ER.

PROFESIONAL REQUIREMENTS:

  • Adheres to dress code, appearance is neat and clean.
  • Completes annual education requirements.
  • Maintains regulatory requirements.
  • Maintains patient confidentiality at all times.
  • Reports to work on time and as scheduled. Completes work within designated time.
  • Wears identification while on duty, uses computerized punch time system correctly.
  • Completes in-services and returns in a timely fashion.
  • Attends annual review and department in-services, as scheduled.
  • Represents the organization in a positive and professional manner.
  • Complies with all organizational policies regarding ethical business practices.
  • Communicates the mission, ethics and goals of the hospital, as well as the focus statement of the department.

GUEST RELATIONS STANDARDS:

  • All guest relation violations are subject disciplinary action up to and including termination:
  • Greets visitors with a smile immediately upon entry to the department/facility making eye contact as I introduce myself.
  • Always presents a positive image when greeting visitors in the department, remains friendly and cooperative under al conditions.
  • Always treats others in a friendly, helpful manner and let them know what I can or cannot do for them.
  • Always wears identification badge when on duty.
  • Assists patients and visitors to their desired destination.
  • Proactively anticipates what needs to be done and does it, attempts to make constructive suggestions and improvements to the system.
  • Uses appropriate safeguards to prevent disclosure of all protected health information, not discussing patient, visitor, or staff information in public areas.
  • Makes appropriate use of and cost containment of resources.
  • Refrains from all forms of abuse or harassment.
  • Maintains a clean, safe environment.
  • Answers the phones in a timely and proper manner and promptly respond to emails and voice-mail messages.
  • Promptly responds to patient, visitor and staff requests or directs them appropriately for issues the employee cannot resolve.
  • Re-assures and offers support to patients, visitors and staff who appear uncomfortable or anxious.
  • Listens carefully, considering the needs of patients, visitors, and staff handling them gently resolving them as best a possible.
  • Attempt to assure that pain and suffering of all patients is recognized and addressed appropriately.
  • Willingly accepts and adapts to departmental and organizational change.
  • Listens to and attempts to resolve patient, visitor, and staff complaints without making excuses or blaming others, working enthusiastically with other staff members to provide quality services.
  • Notices, recognizes and congratulates others for a job well done.
  • Refers visitors/co-workers to proper sources when unable to provide an answer.
  • Interacts with others in a professional and friendly manner.
  • Takes an interest in others and always gives full cooperation to fellow workers.
  • Always maintains an open line of communication with other departments.
  • Thoroughly familiar with the hospital and the services it offers.