Customer Scheduling Specialist

Shirley Ryan AbilityLab is the global leader in physical medicine and rehabilitation for adults and children with the most severe, complex conditions. By joining our team, you'll be part of our life-changing mission and vision. You'll contribute to an innovative, multifaceted culture that is second to none - one that embraces collaboration, excellence, discovery and compassion. You'll play a role in something that's never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes - as we Advance Human Ability, together.

Job Description Summary
The Customer Scheduling Specialist will work in the SRAlab Outpatient Call Center as the first point of contact for patients scheduling outpatient appointments throughout the SRAlab system of care.

The Customer Scheduling Specialist will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.

The Customer Scheduling Specialist will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.

Job Description

The Customer Scheduling Specialist will:

• Perform all aspects of outpatient scheduling including, but not limited to, pre-registration data management and insurance verification.
• Forward non-scheduling calls to the appropriate parties.
• Obtain and inputs the patient demographic, insurance, diagnosis and referring physician information into the patient records system.
• Provide callers with internal and external offerings, instructions on navigating the SRAlab downtown campus and satellite locations, insurance acceptance, and billing procedures.
• Prepare and provides progress/completion reports to Call Center leadership.
• Mentor new Customer Service Representatives to ensure full knowledge and understanding of their job duties and responsibilities.
• Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships:

• Reports directly to the Call Center Director.

Knowledge, Skills & Abilities Required:

• High school diploma or equivalent
• Minimum of 1 year experience as a Customer Service Representative
• Must be able to handle a heavy call volume requiring quick action in a fast-paced environment, and adapt to organizational changes.
• Demonstrates ability to provide prompt, polite, and professional service during phone calls.
• Previous experience using scripted language
• Strong interpersonal skills and proven experience that meet SRAlab standards.
• Effective verbal and writing skills in order to interview patients/customers to obtain pertinent medical and financial information and relay to colleagues within and outside of the department.
• Proven listening skills to assess caller needs and respond appropriately to proper resolution.
• Ability to multitask by actively listening, talking and typing.
• Sensitivity to patient health information and protected confidentiality, maintaining privacy for patient and employee information.
• Ability to maintain a current knowledge of SRAlab organizational processes and resources
• Strong organizational skills, including attention to detail and follow-through.
• Demonstrated ability to reason and reach a desired outcome using available tools and resources.
• Proficiency with all computer requirements, including Cerner.

Working Conditions:

• Normal office environment with little or no exposure to dust or extreme temperature.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Pay and Benefits*:

Pay Range:
$17.00 - $29.62

Benefits:

Shirley Ryan AbilityLab offers a comprehensive benefits program that is competitive with our industry peers in our geographic locations:

*Benefits and benefits' eligibility can vary by position. Actual compensation will be determined by equity and qualifications of the role.

Equal Employment Opportunity Employer

Shirley Ryan AbilityLab is an Equal Employment Opportunity Employer. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, disability, sexual orientation, gender identity, genetic information, military status, order of protection status, unfavorable discharge from military service, or any other characteristics protected by law.

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Shirley Ryan AbilityLab is an Affirmative Action Employer as required by law.