Summary:
The Support Center Specialist/Scheduler is primarily responsible for managing patient access to the clinic by identifying and responding to patient needs. Primary responsibilities include managing the telephone traffic into Grace Health by delivering service to the patient or transferring to the appropriate department/location with preparatory information for expedited service. Managing patient demographic and contact information is high priority during all patient contacts. The Support Center Specialist/Scheduler influences patient flow and the general pace of the business day through scheduling decisions and work pace.
Essential Duties and Responsibilities:
Manage telephone traffic into the support center by answering incoming calls within two rings
Answer telephone calls courteously using proper greeting and name
Schedule patient appointments, monitoring the schedule to ensure appropriate appointment placement, allotting sufficient time for special procedures or lengthy exams
Screen incoming calls and transfer calls to other staff as necessary
Place outbound follow-up calls or transfer calls to front offices and/or Patient Care Coordinators
Task Nurse/Medical Assistant or Patient Care Coordinator with patient information or questions
Answer questions about appointments, Sliding Fee Scale, or other issues as needed
Reschedule appointments
Update patient’s demographic information in NextGen
Communicate and interact effectively with patients and families, physicians, and peers to maximize successful patient outcomes
Collect payment information for payment on accounts
Check NextGen task and handle requests and job assigned therein efficiently
Perform all other duties as assigned
Other Essential Duties and Responsibilities:
Grace Health recognizes that managing patient care is a team effort involving both clinical and non-clinical staff. All employees must embrace a team-based approach to patient care and understand that each role is important to our success.
Team members must demonstrate excellent communication and coordination skills to provide quality patient care.
Care coordination includes communication with community organizations, health plans, facilities, and specialists.
Care team members must understand and embrace the concept of population health management and proactively address the needs of patients and families served by the practice.
Team members must demonstrate the skills and knowledge necessary to communicate effectively with vulnerable patient populations.
Team members must participate in Continuous Quality Improvement (CQI) activities within the organization to ensure patients receive high-quality care.
All team members will be involved in improving quality outcomes.
Team members will participate in the review and evaluation of practice performance and help identify opportunities for improvement.
Team members will participate in Grace Health's advocacy program.
General Duties:
Follows all organizational policies and procedures, including administrative, clinical, quality assurance, and personnel policies.
Maintains satisfactory attendance, including attendance at meetings and completion of assigned tasks.
Maintains timely documentation of all work assignments.
Maintains patient confidentiality.
Routinely keeps the supervisor informed regarding attendance and job assignments.
Demonstrates flexibility and the ability to multitask.
Works effectively and efficiently.
Works cooperatively with providers, administration, and peers.
Qualification Requirements:
To perform this job successfully, an individual must be able to support and advance Grace Health's mission while satisfactorily performing each essential duty. The requirements listed below represent the knowledge, skills, and abilities required for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Skills: Listening skills
Problem solving skills
Pleasant…