Complex Scheduler

Job Overview

Bring Your Possibilities to Fairview

At Fairview, we believe in the power of possibility within ourselves, our teams, and the communities we serve. We believe that leadership isn't just a title it's a mindset we all share. Whether you're providing hands-on care, innovating behind the scenes, or supporting those who do, your work matters.

Complex Scheduler Responsibilities

The Complex Scheduler is responsible for scheduling and coordinating multiple services including but not limited to appointments, imaging, labs, procedures, surgeries, and treatments. The Complex Scheduler collaborates with providers, clinic staff, schedulers, across multiple different departments, locations, and outside organizations (when needed) to ensure services are timed, coordinated, and sequenced appropriately and all associated activities are complete.

Responsibilities include:

• Pre & post-appointment support
• Serving as a single point of contact for coordinating appointments, procedures/surgeries, labs, imaging, or treatments
• Accurately navigating and translating complex service protocols, tools, standard work, and information to ensure appropriate services are delivered
• Providing patients/caregivers with information and updates
• Maintaining awareness of multiple competing situations needing attention and prioritizing to assure patient needs are met, while maintaining a pleasant, friendly demeanor
• Monitoring, managing, and rescheduling appointments from work queues or messages
• Identifying potential issues that could complicate care (i.e. insurance issues, adherence concerns)
• Customer service
• Collaborating with patients, caregivers, providers, schedulers, and other care team members to ensure:
• Appointments, labs, imaging are prioritized and sequenced appropriately
• Patient has followed through on their labs, imaging, and appointments
• Medical records (results, office notes, etc) are received on time and available to the provider/care team
• Prior authorization is completed, if needed
• Effectively communicating with customers (patients, caregivers, providers, care team members, outside health systems) in a professional and respectful manner
• Delivering a consistently high level of service and going above and beyond to assist customers
• Providing patients with correct information related to their scheduled appointments, procedures, or tests, and in response to any associated questions they might have
• Partnering with customers to resolve questions, and concerns
• Following standard processes and workflows to ensure safety and reliability
• Communicating information and updates to providers, employees, and departments as appropriate
• Preparing schedules for providers
• Preparing, managing, and updating the daily schedule/calendars for physicians who provide care (procedures, surgeries, clinic appointments) at different locations such as outreach clinics, hospitals, procedure centers
• Apprising physicians of changes or updates related to their schedules
• Epic in-basket and pool management
• Reviewing and responding to patient messages sent to the Epic in-box or through MyChart
• Gathering and documenting information to help facilitate communication between the patient/caregiver and care team
• Ensuring messages are addressed within standard timeframes and escalating issues that need prompt attention
• Communicating information delegated by providers
• Reviewing chart to piece together important information for the patient and provider
• Organization expectations, as applicable:
• Demonstrating ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served
• Partnering with patient care giver in care/decision making
• Communicating in a respective manner
• Ensuring a safe, secure environment
• Individualizing plan of care to meet patient needs
• Modifying clinical interventions based on population served
• Providing patient education based on as assessment of learning needs of patient/care giver
• Fulfilling all organizational requirements
• Completing all required learning relevant to the role
• Complying with and maintaining knowledge of all relevant laws, regulation, policies, procedures and standards
• Fostering a culture of improvement, efficiency and innovative thinking
• Performing other duties as assigned

Required Qualifications

• 2 years experience, in a healthcare setting/practice
• Completing scheduling and registration of appointments
• Templating schedules in Epic
• Providing administrative medical support
• Utilizing basic medical terminology
• Practicing good public relations, customer service, time management, prioritization, and patient communication skills.

Preferred Qualifications

• Healthcare or business-related degree
• 3 years experience working in a healthcare setting utilizing Epic Health Records
• Telephonic customer experience
• Proficient use of computer keyboarding and Microsoft office tools (Word, Excel, Outlook, Teams)

Benefit Overview

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more!

Compensation Disclaimer

An individual's pay rate within the posted range may be determined by various factors, including skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization prioritizes pay equity and considers internal team equity when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

EEO Statement

EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status