Outpatient Scheduler - UH Community Wide Scheduling - M-F - 8:30a-5p

PRIMARY FUNCTION:  

To perform scheduling functions for multiple sites and multiple modalities.

Interact with patient and/or physician office to facilitate scheduling.

Obtains accurate patient demographic, financial, and insurance information in preparation for all third-party payers.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

First point of contact interacting with patients over the phone
Handles a high volume of incoming calls.

Manages the daily influx of phone calls from patients, provider offices, and insures the proper and timely routing and resolution of each matter.

Controls workflow related to demand and handles urgent/emergent requests.

Schedule routine and complex imaging procedures.

Educates the patient with all pre-procedure preparation instructions for each imaging modality.

Provides accurate directions to satellite imaging services, offices, and hospitals.

Maintains a working knowledge of capabilities of each imaging services modality and facility

Properly schedules patient with respect to their physical condition, medical needs, and desired location.

Coordinates multiple resources and procedures for patients.

Responds to requests for urgent (STAT) cases, working with Imaging department to prioritize and schedule.

Obtains pertinent clinical data, such as reason for exam, previous related imaging studies, patient preps, and safety questions.

Corresponds with provider’s offices to obtain up-to-date order instructions and other related post-call follow-up as requested by the patient and/or ordering professional.

Interacts with provider, provider offices, various Christiana Care departments, patients, and patient’s family in a courteous and professional manner.

Superior performance in customer service and phone skills with ability to handle difficult patient satisfaction issues and provide service recovery.

Demonstrates compliance with Christiana Care, departmental policies and procedures.

Adheres to mandatory education requirements including but not limited to attendance, safety, infection control, professionalism, and dress code.

Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.

Performs other related clerical duties as required.

Schedules patient visits and procedures for multiple hospitals and outpatient centers which involves coordinating and adhering to many departments and their clinical protocols.

Responds to questions and concerns and directs them to appropriate location or department.
Provides on-going communication with clinical staff regarding real-time patient status.
Collaborates with medical staff and their associates to optimize efficiency and effectiveness in scheduling.
Multitasks between several different technology systems to complete functions.
Collects and enters all necessary demographic, clinical, billing and insurance information from patients or responsible parties.
Informs patients of possible co-pays and deductibles needs to be paid at the time of service.
Communicates effectively with physicians and physician staff, ancillary departments, nursing units and patients.

Demonstrates Christiana Care values and behaviors.

Performs all other duties and projects as assigned.

EDUCATION AND EXPERIENCE REQUIREMENTS:

Minimum High School graduate or equivalent required.

Preferred minimum of 1-2 years related medical office experience with knowledge of computer scheduling for multiple providers.

An equivalent combination of education and experience may be substituted

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.