Central Scheduler

General Summary of Duties:

Creates a positive first impression of the practice of greeting patients and other callers. Quickly and accurately directs callers to the appropriate department/person. Schedules patient appointments to PMG protocols and obtains the necessary information for new and established patients.

Essential Functions:

Functions include, but are not limited to the following:

• Quickly determine the nature of the telephone call.
• Direct urgent calls to the appropriate medical office location.
• Take accurate messages according to PMG protocols, directing patient clinical calls to the practice Medical Assistant (MA).
• Direct Provider clinical calls according to practice protocols.
• Direct billing calls to the appropriate practice location.
• Direct patient complaints or comments to the appropriate site supervisor.
• Utilize telephone courtesy on all telephone interactions, including placing callers on hold or directing them to voicemail.
• Accurately enters new patient information in the Athena EMR.
• Make accurate updates to established patient information in the Athena EMR.
• Obtains all insurance information for patient appointments according to PMG protocol.
• Schedules patient appointments accurately.
• Make every effort to determine accurate reason for patient visit to schedule the correct amount of time needed.
• Accurately obtains tracking information for new patient calls according to PMG protocol.
• Proactively informs all new and established patients about Providence Medical Group's payment at the time-of-service policy and ensures patient understands they are to arrive at their appointment with their insurance card, ID, and payment.
• Properly cancel and reschedule appointments as needed, documenting in the patient's EMR.
• Directs patient to the patient portal to update or complete necessary patient forms.
• Refers the patient to the PMG website for new patient forms.
• Maintains patient confidentiality.

Education:

High school diploma or GED equivalent.


Experience:

Minimum of two years of experience in a medical office/medical insurance experience. Possess strong oral and written communication skills. Minimum of one-year medical office billing experience.

Knowledge / Skills / Abilities

Knowledge of:

• Microsoft Outlook, Word and Excel.
• Computer knowledge to navigate websites such as Availity, Athena, etc.

Skilled in:

• Using fundamental math skills, computer applications, and keyboarding.
• Processing information accurately and correctly entering data.

Ability to:

• Establish/maintain effective relationships with staff at all levels.
• Handle sensitive and confidential patient information in a professional manner.
• Maintain HIPAA Compliance regulations.

Typical Physical Demands:

Requires prolonged sitting, bending, and stooping. Coordination and manual dexterity sufficient to operate multi-line systems, computer keyboard. Vision adequate to perform essential functions such as reading telephone and computer terminals for long periods of time; correctable to 20/20 vision. Mental capacity to perform essential functions to quickly obtain information from callers to direct calls appropriately, tact to deal with unfriendly individuals in various situations and adequately handle stress.

Typical Working Conditions:

Business environment, requiring casual business attire daily.


Required to exhibit:

• A positive attitude and professional appearance.
• Quality job performance with detail and accuracy.