Front Office Scheduler

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Job Title: Check Out Clerk/Scheduler

Reports To: Front Office Manager

FLSA Status: Non-Exempt

Job Overview: Perform scheduling duties utilizing specific knowledge of medical terminology, clinic or laboratory procedures. Duties include telephone coverage, appointment scheduling and registration by performing the following duties:

Check Out Clerk/Scheduler SUMMARY OF FUNCTIONS

Responsible for corresponding with patients by checking patients out, scheduling appointments and maintaining up-to-date records, maintaining the organization of our front office, and ensuring that our environment is welcoming, calm, and quiet for our patients and their families.

Check Out Clerk/Scheduler ESSENTIAL DUTIES AND RESPONSIBILITIES

• Confirm which provider patient saw. 2 Identifiers required to check out patients: Confirm First and last name, DOB.
• Accurately check patients out, scheduling testing and follow-up appointments or creating a recall letter for their next appointment, utilizing the computerized scheduling system. Must review physicians progress notes for plan and orders needed. All orders must be scheduled accordingly. If time frame added on orders, they must be followed appropriately.
• Seek clarification when needed. For example, same day monitors, new medication start, confirm insurance and authorization requirements prior to scheduling same day testing.
• Task Completion including but not limited to: CHF Reports, Orders reports, no shows.
• Portal requirements including but not limited to: Cancellations, rescheduling, demographic updates, addressing patient messages and or routing to correct department to be addressed.
• Waitlists must be reviewed daily. Send cancellation e-mails and contact patients from cancellation list. Patients requesting accommodation to early appointments must be authorized by management team and authorized by physician to overbook patient.
• Rescheduling assignments assigned as needed.
• Extensive knowledge of CVAM schedules for all 3 locations of care and how to schedule office visits and testing appropriately for each.
• Collects and/or informs patients of co-pays, co-insurance and outstanding patient balances when scheduling future appointments. Document in patient's appointment notes of discussion.
• Verify that each patient's demographic and insurance information is correct and up to date. Proper verification required when interaction with patient either face to face or via telephone. Must be documented in appointment that this has been verified each time.
• Courteously answer live calls responding to the inquiry, scheduling the patient, directing the caller to the appropriate personnel or initiating a triage call for medical personnel in a timely fashion.
• Retrieve scheduling voicemails as assigned and logs them on CVAM front office voicemail log located in the Public drive. All voicemails returned by end of day, but no more than 24 hours later.
• Direct all immediate patient health concerns to a member of the clinical staff for triage or initiate a “Walk In” email alerting medical staff to situation. If same day appointments are available, offer to patients. Follow Same day add on policy.
• Schedule interpreting services for patients in need of this service. Contact Az Interpreting for Sign Language interpretation at View phone number on us.edajobs.com and document they have been scheduled for the patient's appointment. Utilize the IPAD located in the Physician Coordinators office at Arbor for all other language interpretation needs through Cyracom, log in information is located on the IPAD.
• Assist in emergency situations by utilizing the “Emergency Page” button to announce any emergency in accordance with Emergency Code Policy.
• Able to utilize and navigate Outlook email and office calendar according policy and schedule Drug rep meals appropriately
• Address all documents on his/her desktop, as well as Front Office and Orders desktop, in the EHR by the end of each business day.
• Always performs concise and thorough documentation in patient's charts.
• The closing employee stays until the last patient is checked out, ensuring that every patient has been checked out on all providers and testing schedules and completes the no-show call/letter process for missed appointments. The employee will confirm that all computers, monitors and lights and televisions for the front office are turned off and all entrances locked
• The closing employee will export, save and email the next day complete schedule to the Front Office
• Operate office equipment such as voice mail messaging systems and computer systems.
• Accept responsibility for keeping the office area neat, clean, well-organized and stocked with supplies.
• Assist with other medical office needs, including but not limited to, assisting patients with special needs.
• Periodic training to deal with difficult or special needs patients is a condition of employment
• Display excellent communication skills with both internal and external customers.
• Demonstrate the ability to effectively deal with stressful situations in a calm and productive manner, while maintaining the highest degree of customer satisfaction.
• Participation in new hire and annual training is a condition of employment.
• Periodic training sessions to assure quality of work is a condition of employment.
• Maintain the strictest confidentiality.
• Other duties as assigned.

Other Requirements:

• Ability to multi-task effectively.
• Must be able to act calmly and effectively in a busy or stressful situation.
• Ability to clearly communicate effectively in the English language in person, by phone and in writing.
• Hearing adequate to perform job duties in person and over the telephone.
• Vision acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Requires adherence to all policies and procedures, including but not limited to standards for safety, attendance, punctuality and personal appearance.
• Must be able to establish and maintain effective working relationships with managers and peers.
• Exposure to Blood Bourne Pathogens (BBP) and Other Potentially Infectious Materials (OPIM) is rare but possible. Vaccinations and training are offered upon hire.
• This position is considered to be safety sensitive.
• Participation in new hire and annual training is a condition of employment.
• Maintains strictest confidentiality.
• Other duties as assigned.

ORGANIZATIONAL RELATIONSHIPS

Reports to the Front Office Lead, Front Office Manager, and works collaboratively with respective department.

Check Out/Scheduler QUALIFICATIONS

An CMA certificate is preferred. High School Diploma or equivalent is required. Three to six months related experience and/or training; or equivalent combination of education and experience.

Good communication skills and the ability to work well with people is essential. Good grooming, courtesy, and the ability to respect patients' needs are required.

Check Out/Scheduler PHYSICIAL DEMANDS

Ability to communicate orally with patients, physicians, advanced practice providers, nurses, insurance carriers and others is crucial. Regular use of the telephone is important. Standing, walking, or sitting for extended periods is common. Hearing and vision within normal ranges is helpful for normal conversations, to receive ordinary information and to prepare or inspect documents.

Heavy lifting is not expected. Exertion of up to 10 lbs of force occasionally may be required. Good manual dexterity for the use of common office and medical equipment such as computer terminals.

Good reasoning ability is required. Able to apply math skills and other analytics as required. Able to maintain emotional stability to cope with human suffering, emergencies, and other stresses. Able to understand and utilize management reports, medical charts and other documents to conduct business.

The above is intended to describe the general content and physical demands for the performance for this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

Check Out Clerk/Scheduler WORK ENVIRONMENT

The job is performed indoors in a traditional medical office. Exposure to potentially dangerous materials and situations that require following extensive safety precautions, as well as loud noises, unpleasant odors and liquids may occur. Protective safety equipment, including appropriate clothing, shoes, gloves, goggles and face mask is required at times. Activities include extended periods of standing, walking, or sitting and extensive work with medical equipment.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person