Imaging Scheduler

JOB PURPOSE :

Responsible for serving as front-line support for the Patient Connection Center. The Patient Connection Associate III is responsible for pre-registering and scheduling moderately complex services and coordinating multiple resources for patient services in a high-volume contact center.

Responsible for calculating estimates, communicating patient liability and collecting.

MINIMUM EDUCATION REQUIRED :

High school diploma or GED

MINIMUM EXPERIENCE REQUIRED :

One (1) Year of related customer service experience , preferably in healthcare.

MINIMUM LICENSURE / CERTIFICATION REQUIRED BY LAW : None.

ADDITIONAL QUALIFICATIONS :

Contact Center experience in a high-volume setting.

Experience demonstrating proficiency in scheduling OR preregistering patients.

Have a personal computer that will be used for the first 60-90 days of employment.

Have a private, safe, designated workspace and security safeguards (door lock, locked file cabinet, etc.) that will ensure privacy and confidentiality.

Must have your own reliable high-speed internet (open networks and public locations are prohibited).

KEY RESPONSIBILITIES :

Responsible for pre-registering and scheduling moderately complex services and coordinating multiple resources for patient services accurately.

Responsible for meeting key performance metrics such as initiation, turnaround and quality assurance.

Effectively operates and utilizes the Electronic Medical Record (EMR), Call Management, and Customer Relationship Management (CRM) Systems.

Respond to correspondence regarding scheduling changes / cancellations both written and oral in a timely, accurate manner.

Addressing patient questions and concerns in a timely manner and accurately routing to the appropriate parties.

Identify patient medical record utilizing process / policy Support an exceptional experience through all customer interactions by connecting caller needs with organizational resources, utilizing information from various applications.

Operate and utilize the Scheduler Programs in the hospital computer system

Respond to correspondence regarding scheduling changes / cancellations both written and oral in a timely, accurate manner.

Assess and prioritize requests to include communicating accurate, pertinent information to external and internal customers.

Maintain overall knowledge of the patient scheduling system in order to answer patient inquiries about insurance billing / payment and patient / self-pay liability.

Responsible for meeting key performance metrics such as adherence, quality assurance, and productivity targets

Review automated payer response.

Preregister patient encounters by obtaining patient demographic and financial information for clinic, hospital and outpatient departments.

Support a prospective payment program by communicating organizational policies, providing estimates, financial options, explaining insurance coverage / non-coverage, communicating and collecting patient liability / co-pay.

Reviews orders to ensure completeness prior to scheduling. Prepares for the patient visit by verifying patient insurance, confirming benefits, reviewing medical necessity, and creating patient liability estimates.

Communicates expected patient liability and collects.

Reviews medical necessity and creates patient liability estimates.

Calculates and determines financial responsibility for patients including deductibles, co-payments, and amounts covered for requested services.

experience in call center, imaging scheduling such as MRI, CT, US, NM, PETs and high call volume.

KNOWLEDGE, SKILLS, ABILITIES :

Ability to maintain composure in stressful situations while working with the public and internal customers.

Demonstrated competence in written and oral communications.

A demonstrated ability to use multiply PC based electronic applications / systems for office productivity tools

Office Suite as necessary; general computer skills necessary to work effectively in a remote / office environment

Strong attention to detail and accuracy required.

Demonstrated skill in effectively managing multiple priorities.

Skill in self-direction and processing new information.

Translation and comprehension skills required to read medical orders.

Demonstrated phone skills required to triage incoming calls and ability to take clear, concise, and accurate information.

Strong customer service skills

Ability to multitask between application / systems

Knowledge of medical and or human anatomy terminology,

Ability to process new information with minimum supervision

Ability to communicate in writing, in a concise and informative manner using appropriate language

Ability to utilize effective verbal communication and interpersonal skills

Ability to meet specific quality, service and productivity measures