PATIENT SCHEDULER- CASUAL

Patient Scheduler- Casual

This position acts as an intermediary between the department and the customer to meet the customer's need for information, support, assistance and scheduling of outpatient rehabilitation services. The scheduler helps the organization and department understand customer's needs, expectations, or difficulties by creating positive relationships with the department, therapists, support staff, patients, their families, and referral sources. Using critical thinking skills, the employee will interact with customers to provide and process information in response to inquiries, concerns and request about Independence Health System services using a vast arrangement of technical resources that will allow the department to maintain focus on the needs of our communities. The employee is ultimately responsible for creating an exemplary customer service experience that encourages ongoing relationship with the department and organization, while focusing on the patient's needs. Will efficiently and accurately schedule patients for outpatient rehabilitation services, as well as obtain update patient information and insurance coverage. Possesses excellent customer service skills when interacting with patients, families, physicians, staff and team members. Prior clinical experience, telephone experience and scheduling experience preferred for this position. Participates in orientation, continuing education offerings and annual competencies.

Schedules patient appointments for Outpatient Rehabilitation Services

Possesses a knowledge of the Outpatient Rehabilitation Staff, including their specialties

Maintains positive relationship with referral source and outpatient rehabilitation services support staff

Answers calls quickly, efficiently and with a customer friendly approach

Assists customer in finding a therapist, based upon their preferences, needs, and location

Informs supervisor/manager for problematic situations and demonstrates ability to support recommendations/decisions

Attempts to convert all therapy referrals into an office visit

Checks first available appointment if applicable

Schedules appointments appropriately using tools available

Contact user departments to address special circumstances for scheduling

Takes responsibility for asking for assistance when needed

Follows chain of command

Ensures communication with all patients/coworkers

Interacts professionally with patient/patient representative for obtaining information

Communicates with departments any add-on, or cancellations for same/next business day

Demonstrates positive verbal communication skills, including active listening

Ability to maintain professional behavior in difficult situations

Excellent interpersonal, written and oral communication

Follow the chain of command with communication

Supports performance improvement initiatives

Assist with data collection

Responsible for a number of statistical reports to determine the volume of calls and referrals coming through Centralized Scheduling in the Outpatient Rehabilitation Department

Informational Needs of Customers

Provide patient with Department and system information to include locations, addresses, parking etc.

Responds to customers inquiries

Maintain working knowledge of department applications such as EMR, Allscripts, STAR, IDX, Microsoft Outlook, Word and Excel

Registration of scheduled patients

Obtain patient prescription via Allscripts if available

Verify insurance and obtain authorization if required, following insurance guidelines

Verify information in EMR for accuracy

Call patients to verify information as needed

Pre-register scheduled patients within department/facility guidelines

Notify department if information is needed from patient once they arrive for their scheduled appointment

Ability to perform necessary updates in patient record

Other duties as assigned.

High School Diploma, GED or higher level of education.

One (1) year of recent experience in patient access, scheduling, cash collections, insurance and/or precertification requirements or directly related experience in a hospital.

Knowledge of medical terminology.

Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice.

Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.

Experience in customer service, telephone experience and Microsoft Office.

Two (2) years' experience of customer service and scheduling experience.

Knowledge of third-party payer regulations and requirements.

Previous clinic experience in outpatient rehabilitation services.

Act 34-PA Criminal Record Check from the PA State Police system

Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).

Travel may be expected locally between System locations.

Independence Health and its affiliated companies are Equal Opportunity Employers. It is their policy to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran status, or genetic information, or any other classification protected by law. Independence Health and its affiliated companies will comply with all applicable laws and regulations.

This job description is not designed to contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee. Moreover, duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines

Independence Health System