Patient Contact Center Scheduler

Patient Contact Center Scheduler I

The Patient Contact Center Scheduler I is critical for coordinating, scheduling, and registering appointments for office visits for providers, imaging, and ancillary departments. In this role you will act as a first point of contact for patients/customers and assists with matching patients/customers' needs to the appropriate provider or resource.

Who We Are

Franciscan Health is a leading healthcare organization dedicated to providing exceptional patient care and promoting health and wellness in our community. Our mission is to ensure that every patient receives the highest quality of care through innovation, compassion, and excellence. With 11 ministries and access points across Indiana, Franciscan Health is one of the largest Catholic health care systems in the Midwest. Franciscan Health takes pride in hiring coworkers who provide compassionate, comprehensive care for our patients and the communities we serve.

What You Can Expect

Full-time position!

Work hours 9:30am-6:00pm M-F.

Training hours 8:00am-4:30pm for the first month or so.

Manage inbound and outbound calls with the goals of accurately scheduling patients, taking messages, utilizing templates and routing clinical inquiries appropriately.

Assess the caller's needs and response to ensures the appropriate resolution for the inquiry or issue.

Understand when to escalate calls to RN, provider clinic, or PEAC leadership.

Proactively escalate areas of concerns or uncertainty relating to provider/ancillary departments and provide recommendations in relation to workflows, medical questions, and EPIC build.

Exhibit strong understanding of specialized PEAC processes, questionnaire, subgroups, auto search, decision trees, pre-registration, message templates, referral capture and insurance plan networks.

Drive and support activities to diminish financial risk of patient accounts through patient insurance registration activities.

Discuss and collect on the patients' financial responsibility for their upcoming visit, outstanding balances, and providing estimates for services that are being scheduled.

Qualifications

• Required High School Diploma/GED
• 1 year Healthcare contact center, ambulatory or acute clinic or physician office experience Preferred

Travel is required: Never or Rarely

Equal Opportunity Employer

It is the policy of Franciscan Alliance to provide equal employment to its employees and qualified applicants for employment as otherwise required by an applicable local, state or Federal law. Franciscan Alliance reserves a Right of Conscience objection in the event local, state or Federal ordinances that violate its values and the free exercise of its religious rights. Franciscan Alliance is committed to equal employment opportunity.