Psychiatry Scheduler

OhioGuidestone provides a complete continuum of responsive person-centered prevention services, mental health and substance use treatment, and wrap-around supports, serving the needs of over 50,000 people each year through telehealth and locations across Ohio.

At OhioGuidestone, we believe a workforce comprised of employees from diverse backgrounds and communities and a culture of belonging makes us a better organization. Together, we continue to build a workplace that encourages, supports, and celebrates the varied voices of our employees.

This position is responsible for overseeing provider schedules and scheduling both initial and follow-up appointments for clients in the psychiatry department. Some tasks may be considered as a shared responsibility with either nursing staff or reception staff

Essential Functions:

• Scheduling initial appointments, follow-up appointments, and rescheduling cancelled appointments for clients. Either by phone when they call in or in person after an office visit.
• Ensure that they are putting clients into the providers schedule in 20-30 minute increments throughout the course of the provider’s day.
• Proactively monitoring all psychiatric department provider schedules. The scheduler will look at provider schedule no less than 3 days in advance to make sure that all open appointment slots are filled. If there are open appointment slots, the scheduler will contact the clients on the waiting list to fill open slots.
• Maintain a list of clients that are requesting “sooner appointment times” to assist schedulers with identifying individuals that can be called to fill open slots.
• In addition to the receptionist the scheduler will be responsible for making appointment reminder calls 1-2 days prior to the client’s scheduled appointment. If there are transportation issues, with the client, the receptionist and/or the scheduler will notify the appropriate to ensure transportation can be arranged.
• Mail letters to persons that did not show for appointment within 24 hours of the no-show.
• Answering calls from clients calling to cancel their appointments. It is the responsibility of the scheduler to properly record the cancellation along with reason for the cancellation in EVOLV.
• Ensure effort is taken to reschedule the cancelled appointment to ensure continuity and consistency of care
• Enforce the current policy surrounding no-shows and cancellations to ensure that we hold clients accountable for their care
• Ensure all are following the scheduling templates and parameters appropriately as outlined by the psychiatry department management team. The expectation is 100% compliance.
• At the end of each day, in addition to the receptionist, the scheduler is responsible for reviewing each client visit to ensure that the client was checked-in or marked as a no-show. Both provider and nursing visits will be reviewed.
• In addition to the nursing staff, the scheduler staff will be responsible for contacting the clients that no-show to ensure that they are rescheduled if necessary or discharged according to agency policy
• Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns.
• Communicates as needed with providers and other staff about any client concerns/issues related to scheduling. Consults with nursing supervisor about any system problems.
• Uses customer service principles and techniques to deal with clients calmly and pleasantly.
• Performs other duties as assigned.
• Maintain reliable attendance.
• Exhibit positivity, flexibility and a willingness to take on new responsibilities as requested or required.
• Demonstrate positive leadership, promote a team-based work environment and present the agency in the most positive light with all internal and external contacts.

Performance/Physical Requirements :

• Knowledge of medical practice protocols related to scheduling appointments.
• Experienced in manual/computerized scheduling systems.
• Demonstrate customer service principles and techniques.
• Knowledge of medical terminology.
• Ability to communicate effectively with providers/nurses about scheduling preferences.
• Expertise in maintaining master appointment schedule via computerized means.
• Knowledge in producing reports about appointment patterns as needed.
• Capability to multitask effectively, dealing with phone calls, in-office clients, staff, and others pleasantly.
• Ability to communicate calmly and clearly with clients about appointments in all circumstances including when they are ill or have an emergency.
• Ability to analyze situations and respond appropriately.
• Proficiency in Microsoft Office, including Word, PowerPoint, Excel, and appropriate practice management software along with standard office equipment and computer software and hardware.

Qualifications:

• High School Diploma or GED required.
• 1 plus years’ experience in an appointment scheduling position or customer service position, preferably in a medical practice setting.
• Experience with word processing along with efficient computer experience.
• Must have a valid Ohio Driver’s License with a safe driving record and valid insurance·
• Ability to take and pass a physical exam, tuberculosis test, and drug screening

Benefits include:

• Stable non-profit organization with 160+ year track record!
• Clear career ladder for development path in various roles
• Competitive medical benefits including a low-premium medical plan option for employee or employee + children!
• Free CEU trainings
• 10 paid holidays (some are exchangeable)
• Flexible work schedules to support work/life balance
• Flexible work opportunities to support varying career paths, job roles, intern to hire, and locations
• 401(k) with employer match option
• Employment Assistance Program (EAP)
• Mileage reimbursement
• Free licensure supervision
• Recognition and rewards

We also care about the health and safety of our employees. OhioGuidestone requires applicants to complete a pre-employment screening process upon receipt of an offer of employment. We require and cover the cost of fingerprint background screening, physical, Tuberculosis test, and drug screen after an employment offer is made. Any employment offer is contingent upon receipt of all satisfactory pre-employment screenings.