POSITION SUMMARY
Make all patient appointments for all locations and all providers to ensure all providers are fully utilized
Essential Functions Statement(s)
- Makes appointments for patients, reschedules and cancels through the patient portal, patient call, and outside referral software program
- Follows appointment guidelines to ensure proper scheduling
- Determines patient's clinical need to ensure proper scheduling
- Performs other related duties as assigned
- Accepts incoming patient phone calls and uses computer systems to schedule patients
- Triages patient needs for timeliness of appointments based upon pre-determined criteria
- Determines which physician to place patient with based upon pre-determined criteria
- Retrieves appointments requests from the patient portal and places outbound calls to patients to schedule appointments.
- Monitors and replies promptly to patients' online portal messages.
- Communicates and collaborates with physicians and medical staff to meet patient scheduling needs.
- Meets daily and monthly call quota expectations as assigned by supervisor/manager
- Monitors and schedule patient referrals from hospitals and community medical partners.
- Performs other related duties as assigned
SKILLS & ABILITIES
Education: High School Graduate or GED Required
Experience: 6 months of combined experience in a call center or high volume-scheduling department with EMR/EHR systems and multi-line phone services or customer service is required.
Preferred Experience: Experience in a healthcare setting (physician's office, clinic or hospital) with knowledge of insurances, copay collection, referral procedures, and healthcare terminology. Orthopedics experience is preferred.
Computer Skills: Must be computer literate. Basic computer skills required such as Word and Outlook. Must be able to type.
POSITION QUALIFICATIONS
Competency Statement(s)/Mental Demands
- Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Campbell Clinic Benefit Summary:
Campbell Clinic offers a lucrative benefit package to support employees and their families.
- Medical / Dental / Vision Insurance
- HRA Option
- Flexible Spending Account
- Basic Life Insurance
- Voluntary Life Insurance Option
- Long-Term Disability
- Voluntary Short-Term Disability
- Accident Insurance
- Critical Illness Insurance
- 401(k) Plan Matching + Profit Sharing
- Employee Assistance Program
- Paid Time Off
- Paid Holidays
Equal Opportunity Employer/Veterans/Disabled