Description
JOB REQUIREMENTS :
- Acts as a first point of contact within the Scheduling Department for new and reoccurring patients and physician offices scheduling various outpatient / inpatient appointments across Emory Healthcare.
- Answer inbound calls in high volume call center environment.
- Greets callers in an enthusiastic manner providing exceptional customer service and positive attitude at all times.
- Enters all patient demographic, medical and financial information accurately into Cerner Millennium Scheduling Epic system.
- Maintain basic understanding of insurance, pre-certification and referrals. Performs scheduling functions in accordance with policies and procedures.
- Responsible for the scheduling, rescheduling and cancellation of all outpatient and procedures These services include but not limited to : radiology, laboratory, cardiopulmonary, sleep center, rehab services, outpatient services, and dietitian services.
- Maintains a good working relationships with physician offices and fellow colleagues within the hospital.
- Ensures confidentiality of patient information.
- Communicate and coordinate with other work units and other hospital departments to facilitate accurate and complete registrations / scheduling.
Remain current with outpatient procedure knowledge and provides clinical prep instructions to callers as needed.
- Provide timely responses to all inquiries (verbal / written) regarding patient accounts.
- This position also makes outbound calls to schedule patients and assists with the management of physician orders, in a variety of ways.
- Maintain acceptable productivity standards in high volume call center environment.
- Actively participates in process improvement by sharing thoughts and ideas in a constructive manner either orally or written form.
- 100% of work time spent on answering calls and scheduling appointments.
- Performs other duties as assigned to meet the goals and objectives of Emory Healthcare.
MINIMUM QUALIFICATIONS :
- Minimum 6 months to one year of medical office experience, scheduling environment or call center required.
- AS / BS degree in Business Administration, Healthcare or medical office experience, scheduling environment or call center is preferred.
- Demonstrated key competencies, knowledge & proficiency of Patient Access Engagement Liaison II duties and workflow.
- Quality scores within expected range as outlined.
- No performance or disciplinary issues.
- ADDITIONAL REQUIREMENTS : Complete training exams with a passing score, proficient in 15 sections / skills, maintain quality scores of 85% or above, schedule adherence within established guidelines, proficient in all registration aspects, ability to navigate multiple applications, strong computer, writing and customer service skills.
- PHYSICAL REQUIREMENTS : (MediumMax 25lbs) : up to 25 lbs, 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently);
01-10 lbs, 67-100% of the workday (constantly); Lifting 25 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS : Factors affecting environment conditions may vary depending on the assigned work area and tasks.
Environmental exposures include, but are not limited to : Blood-borne pathogen exposure Bio-hazardous waste Chemicals / gases / fumes / vapors Communicable diseases Electrical shock , Floor Surfaces, Hot / Cold Temperatures, Indoor / Outdoor conditions, Latex, Lighting, Patient care / handling injuries, Radiation, Shift work, Travel may be required.
Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.
Financial Benefits
- Competitive Pay
- Retirement planning and counseling
- 403(b) fixed employer-based contribution*
- 403(b) retirement plans with 4% or 5% match based on years of service
- 457(b) plan for eligible employees
- Student loan repayment benefit
- Long-term disability insurance
- Short-term disability insurance
- Life insurance and supplemental life option
- Long-term care insurance option
- Hospital indemnity option
- Auto and home insurance discounts
- Identity protection insurance
- Employee hardship donation program
- Credit Union memberships
- Financial tools, resources and webinars to help with budgeting
Health and Wellness BenefitsMedical and Dental Plans
- Three medical plan options including behavioral and preventive care coverage
- Health Savings Accounts / Flexible Spending Accounts
- Tier Zero Prescription benefits
- Two dental plan options
- Vision plan
- Infertility benefits
- Emory Eye Center and Emory Vision Center discounts
- Emory Aesthetic Center discounts
Wellness Programs
- Employee Assistance Program assistance with relationships, life events, challenges, daily living needs
- Healthy Emory wellness program with incentives
- Discounts at Emory wellness / fitness centers
- Other fitness center discounts
- Diabetes prevention program
- Wellness challenges
- Know Your Numbers kiosks
Childcare Resources
- Discounts
- Placement assistance
- Back-up and emergency care options
- Emory Healthcare childcare co-op / app
- Access to Emory student job network