Scheduler II

Job Summary:
At Heritage Victor Valley Medical Group, the Scheduler II plays a pivotal role as the initial point of contact for our customers. This position ensures high-quality customer service by managing patient inquiries, addressing and resolving issues, and facilitating seamless communication between patients and healthcare providers. The Scheduler II's efforts contribute to a positive and supportive customer experience.

Responsibilities:
• Efficiently manage incoming patient calls, providing accurate information on appointments, services, and medical details in a personable and professional manner. Maintain accurate records of appointments and changes in the electronic health record (EHR) system.
• Verify and obtain patient demographics and health insurance information, ensuring current and accurate records across all systems. Confirm patient eligibility for healthcare services and document verification process.
• Update and maintain accurate patient records, ensuring compliance with HIPAA regulations.
• Escalate patient concerns to department leadership as needed.
• Process prescription orders, refills, and labs as directed and authorized by Provider.
• Assist with gathering information to comply with star measures, HEDIS, and all other guidelines.
• Communicate patient concerns and/or questions to clinic staff so that this can be addressed during patient appointment.
• Be an active participant in department meetings and huddles. Be engaged, ask questions, be attentive.
• Translate oral information into concise and accurate written documentation.
• Work under pressure, within time constraints. Must be able to act calmly and effectively in a busy or stressful situation.
• Maintain up-to-date knowledge of services to effectively assist patients.
• Ensure timely follow-up on customer issues and inquiries as needed.
• Identify patient's needs, clarify information, research every issue and provide solutions and/or alternatives.
• Achieve the performance goals set for the position, focusing on accuracy, quality and patient satisfaction.
• Consistently demonstrate behavior and communication skills that reflect HVVMG's commitment to excellent customer service for both internal and external customers.
• Perform other duties as assigned.

The pay range for this position at commencement of employment is expected to be between $23.00 and $24.00/hour; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Requirements
• Education: High school diploma or equivalent; associate degree preferred.
• Education: Graduate of an accredited medical assistant program.
• Certification/Licensure: Certified Medical Assistant (CMA) Certification.
• Certification/Licensure: CPR and first aid certification within 60 days of hire.
• Experience: 2-year experience in a call center or health care customer service preferred.
• Skills: Ability to effectively communicate with individuals within all levels of the organization, patients, providers, vendors and others.
• Skills: Ability to utilize computers, computer software/applications, and Microsoft Office applications (Word, Outlook, Power Point, etc.) with basic to intermediate proficiency.
• Skills: Ability to utilize Electronic Medical Records (EMR), preferred.
• Skills: Strong problem-solving skills and a customer-focused attitude, Proficient in computer systems and software, including CRM tools.
• Skills: Strong communication and interpersonal skills.
• Skills: Bilingual, preferred
• Experience: Medical Assisting: 3 years (Required)
• License/Certification: CBMCA or NCCT Certificate (Required)