Healthcare Scheduler Gastroenterology

Healthcare Scheduler

Gastroenterology is the treatment of conditions and diseases of the digestive system. Whether patients have acid reflux or gastrointestinal cancer, we are here to help patients get back on the road to wellness. Our specialists work closely with patients to develop an accurate diagnosis and treatment plan. No matter the condition, our goal is to lead them back to the daily life and activities they love.

As a Healthcare Scheduler, you will be a contact for patients calling for multiple GI clinic locations, delivering exceptional and empathetic customer service. Responsibilities include managing incoming calls, scheduling appointments, and providing appointment reminders. Success requires excellent communication, attention to detail, multi-tasking abilities, and a genuine commitment to making patients feel heard, supported, and confident throughout their care journey.

Location: Banner Health Clinic Chandler Medical Pavilion GI

Schedule: Monday - Friday, 8:00am- 4:30pm

POSITION SUMMARY This position is responsible for scheduling across the system for physicians, medical facilities and medical practices by coordinating all aspects of scheduling including, but not limiting to, facility resources, physicians, authorizations, insurance verification, benefits and setting payment expectations to ensure an exceptional customer experience at each point of service. Using a broad understanding of customer engagement strategies, clinical procedures and company facilities, this position provides accurate and timely information to create an experience that is easy, empathetic and differentiated in the marketplace.

CORE FUNCTIONS

• Schedules medical appointments through coordination of patients, providers, facility resources, ancillary staff, records, referrals, authorizations and payers.
• Effectively schedules appointments, tests and/or procedures leveraging various electronic medical record / scheduling software systems according to protocols established by clinical staff and scheduling standards.
• Obtains patient demographics, insurance information and necessary documents required to secure authorizations, referrals, or other data as determined by various facilities and insurance carriers.
• Provides patients with information, pre and post-test instruction, provides location of appointment and directions.
• Effectively communicates and builds impactful relationships through written, digital and verbal channels with patients, facilities, providers and other clinical colleagues to ensure an easy, empathetic, solution-orientated patient experience.
• Solicits, labels, stores and manages scanned documents and orders received from physician offices in the document imaging software system.
• Where applicable, collects pre-payments and verifies insurance coverage to ensure "no surprises" and enable patient ease.
• Services inbound and outbound customer and staff communications for all facilities in the states in which they operate.

MINIMUM QUALIFICATIONS

High school diploma/GED or equivalent working knowledge. Requires skills and abilities typically attained with minimum of 1 or more years of customer service or related experience in a healthcare setting, such as medical office/clinic or hospital scheduling. Other acceptable experience includes lab, medical transcription, medical assistant or receptionist in a medical setting or other equivalent experience. Demonstrated ability to provide essential customer service and knowledge in a high paced inbound contact center environment Ability to use technology tools to research and obtain accurate information to respond to customer inquiries via incoming calls, emails and/or instant messaging/chat avenues while maintaining a professional solutions and service-oriented demeanor at all times. Effective ability to build customer loyalty through positive customer interactions and provide an easy experience. Demonstrated ability to utilize computer and typing skills. Excellent interpersonal and communication skills to maintain a positive and helpful attitude with customers, providers and clinic operations. Must have the ability to follow oral and written directions as they relate to the functions listed above. Must have the ability to acquire and utilize a sound knowledge of the company's customer information systems. Must possess excellent organizational and time management skills. Accurate and efficient keyboarding skills, the ability to work effectively with common office software are required. Requires effective teamwork skills and the ability to meet deadlines and productivity standards.

PREFERRED QUALIFICATIONS

Experience in an in-bound call center or scheduler in a practice management environment preferred. Knowledge of payor contract terms and processes preferred. Some level of familiarity with medical terminology strongly preferred. Knowledge of payor contract terms and processes is preferred. Additional related education and/or experience preferred.