Established Patient Scheduler - PRN

Job Description

Job Description

Description:

JOB SUMMARY- Under the direct supervision of the Patient Services Manager serves as operator/scheduler for all incoming calls to the clinic

JOB RESPONSIBILITIES

CUSTOMER SERVICE SKILLS

• Answers phone and Greets patients in a friendly, professional manner.
• Is a liaison between patients and staff.
• Remains calm under pressure and handles difficult situations tactfully. Maintains a sense of humor.
• Respects patient confidentiality.
• Ultimately provides Excellent Customer Service to all patients and staff.

SCHEDULER/PHONE ROOM SKILLS

• Must be able to handle large daily call volumes.
• Must be able to memorize multiple protocols.
• Must be able to work within multiple programs at once.

WORKING RELATIONSHIPS

• Demonstrates timely completion of duti

Job Title: Established Patient Services – Scheduler

Department: Patient Services

Reports To: Patient Services

Employment Status: Full-Time

Location: Tulsa

Work Schedule: M-Th 7:15 AM - 5:00 PM, F 7:15 AM –1:00 PM

Travel Requirements: None

Hours are every Monday 8-5 with two additional days determined by need Tue-Fri.

Position Summary

The Scheduler is responsible for serving as the first point of contact for patients by answering incoming telephone calls, scheduling appointments, and coordinating communication between patients, providers, and clinic staff. This position requires exceptional customer service, attention to detail, and the ability to efficiently manage high call volumes while navigating multiple computer systems and following established scheduling protocols. The Scheduler plays a critical role in creating a positive patient experience and ensuring appointments are scheduled accurately and efficiently.

Primary Duties and Responsibilities

• Answer incoming telephone calls promptly and professionally while providing exceptional customer service.
• Schedule, reschedule, and cancel patient appointments in accordance with established scheduling guidelines and provider protocols.
• Serve as a liaison between patients, providers, and clinic staff by communicating information accurately and professionally.
• Manage a high volume of incoming calls while maintaining accuracy and efficiency.
• Navigate multiple computer systems simultaneously to document patient information and schedule appointments.
• Follow established scheduling protocols and clinic procedures to ensure appointments are scheduled appropriately.
• Protect patient privacy by maintaining confidentiality in accordance with HIPAA and organizational policies.
• Communicate clearly and effectively through verbal, written, and electronic communication.
• Work collaboratively with providers and team members to support daily clinic operations.
• Identify scheduling concerns or patient issues and escalate appropriately when needed.
• Maintain an organized work area and complete assigned duties accurately and timely.
• Contribute to process improvements and support a positive, team-oriented work environment.

Qualifications

• Education: High School Diploma or equivalent required.
• Experience: Six months to one year of customer service experience involving frequent public contact required. Medical office, healthcare scheduling, call center, or appointment scheduling experience preferred.

Knowledge / Abilities

• Excellent customer service and interpersonal skills.
• Ability to remain professional and composed in a fast-paced, high-volume environment.
• Strong verbal, written, and electronic communication skills.
• Ability to manage multiple tasks and computer applications simultaneously.
• Ability to learn and consistently apply multiple scheduling protocols.
• Strong attention to detail and commitment to accuracy.
• Basic keyboarding and computer proficiency (approximately 45 WPM preferred).
• Ability to work independently while contributing effectively as a member of a team.
• Sound judgment in identifying issues, solving problems, and seeking assistance when appropriate.
• Commitment to maintaining patient confidentiality and professionalism at all times. es. Assists co-workers in completion of duties when time allows.
• Shares information or concerns effectively with co-workers.
• Offers ideas and solutions to problems and assists in implementation of solutions. Constantly looking for ways to improve USO.

SELF MANAGEMENT

• Is a self-starter, motivated to complete additional duties when time allows and demonstrates a positive attitude.
• Demonstrates the ability to establish and maintain a cooperative relationship with co-workers.
• Responds cooperatively to supervision.
• Strives to improve employee relations and morale.
• Detail oriented and accurate in work. Maintains an orderly work area in a professional manner.
• Knows how to handle and evaluate problems, when to ask for assistance.

POLICIES AND PROCEDURES

Observes the following Urologic Specialists policies and procedures:

Dress code

Parking in the appropriate area for the facility

HIPAA/Compliance training

Phone calls-limits personal calls and cell phone use

Observes proper working hours

Dependable-Requests time off within guidelines

Adheres to the attendance policy.

REQUIREMENTS

EDUCATION: High School Diploma.

PREVIOUS EXPERIENCE: 6 months - 1 year work experience involving public contact or equivalent background. Prefer computer and scheduling experience.

JUDGMENT, PLANNING, INITIATIVE REQUIRED: Must use good judgment and discretion in greeting and screening patients and in obtaining personal information required for patient’s medical record and appointment need.

SKILLS/JOB KNOWLEDGE: Tact - Diplomacy - Aptitude for thoroughness, accuracy and detail - Basic typing skill (45 wpm) - Pleasant voice and works well under pressure. Must possess the ability to work as a team in order to complete the daily task assigned. Initiative during idle times to keep busy.

CONTACT WITH OTHERS: Co-workers - Physicians - Patients - Patients’ Families - Clinic Personnel.

PHYSICAL REQUIREMENTS

Prolonged sitting

Repetitive motion of hands and/or wrist.

Lift more than 25 pounds: Occasionally