Position Description

Performs scheduling function in a high volume fully computerized environment. Acts as a professional liaison for staff, other hospital personnel, medical staff, and physicians’ offices. Requires general knowledge of radiological procedures, exam preparations, exam sequencing and other related functions. Additional skills required include typing, strong customer service and problem solving.

In centralized scheduling/call center environment, answers 50-100 calls per day in a timely manner, utilizing appropriate customer service and within telephone service performance standards. Must demonstrate ability to sign on and navigate all insurance/Medicaid web portals for eligibility, precert and referral notification. Has working knowledge of Precertification process and Referral updates in all aspects of the Pain Treatment and Spine Centers as needed for reimbursement of services. Determines staff availability and schedules procedural and pre assessment appointments. Resolves all scheduling conflicts and works directly with other ancillary departments and all Northside Hospital facilities to assure easy accessibility for both patient and physician. Cross-references procedure with pre assessment appointment. Telephones patients to schedule or confirm pre assessment appointment.  Provides patient with information and instructions as appropriate to procedure or appointment. Interacts with Physician offices, Interventional Pain Treatment Physicians and staff for the purpose of scheduling procedures and office visits. Greets public, Physicians, management and associates. Displays ability to use all channels of communication to address inter-and intra-department concerns, problems and conflicts as indicated by positive response of all parties. Ability to handle multiple priorities (under some pressure) in a busy environment. Displays integrity and honesty in relationships with patients, visitors and co-workers. Physicians and ancillary departments in handling difficult situations. Answers telephone in a professional manner, redirecting calls and/or taking accurate messages. Places patient related telephone calls as requested by Physicians and staff . Receives, sorts and routes incoming and outgoing mail, faxes and reports. Assists in data retrieval and compilation as requested by Physicians and staff. Assists in assembling and maintaining patient office records and procedure files as per policy. Assists in controlling access to medical records to those individuals that are authorized (request and confirms identification of individuals accessing medical records). Maintains confidentiality in all aspects of job as related to HIPPA regulations and policies. Complies with NH Quality and Patient Safety requirements regarding all applicable Red Rules, such as verifying patient’s identity using two patient identifiers. This applies to phone and in person interactions. Maintains an uncluttered, neat and clean office workspace and perform other general cleaning as needed. Assists in orientation of new associates as a mentor if requested by Office Coordinator and/or Office Supervisor. Ability to summon appropriate personnel in a crisis situation. Respond appropriately to special needs and behaviors of age groups of patients served. Other duties as required by Office Coordinator/Supervisor.

Position Requirements

REQUIRED:
1. Demonstrated knowledge of Medical terminology

2. Three (3) years previous medical related clerical experience or an associate’s degree

3. Demonstrated organizational and communication/customer service skills

4. Demonstrated knowledge and skill in utilization of computer application

5. Demonstrated problem-solving skills
PREFERRED:
1. Previous experience in hospital/medical office scheduling environment.

2. Demonstrated knowledge and skill in the use of a computerized scheduling system

3. Associate Degree

4. Prior experience in insurance precertification

5. Experience interfacing with physician offices, other organization departments, and third party payers. 6. Demonstrated ability to effectively communicate with individuals in all levels of responsibility.

7. Ability to work independently.

8. Ability to type 40 words per minute

Service Area Overview