Complex Scheduler

The Complex Scheduler is responsible for scheduling and coordinating multiple services including but not limited to appointments, imaging, labs, procedures, surgeries, and treatments. The Complex Scheduler collaborates with providers, clinic staff, schedulers, across multiple different departments, locations, and outside organizations (when needed) to ensure services are timed, coordinated, and sequenced appropriately and all associated activities are complete.

Responsibilities

• Pre & Post-Appointment Support
• Serves as a single point of contact for coordinating appointments, procedures/surgeries, labs, imaging, or treatments.
• Accurately navigates and translates complex service protocols, tools, standard work, and information to ensure appropriate services are delivered.
• Provides patients/caregivers with information and updates.
• Maintains awareness of multiple competing situations needing attention and prioritizes to assure patient needs are met, while maintaining a pleasant, friendly demeanor.
• Monitors, manage, and schedules/reschedules appointments from work queues or messages.
• Identify potential issues that could complicate care (i.e. insurance issues, adherence concerns).
• Customer Service
• Collaborate with patients, caregivers, providers, schedulers, and other care team members to ensure:
• Appointments, labs, imaging are prioritized and sequenced appropriately.
• Patient has followed through on their labs, imaging, and appointments.
• Medical records (results, office notes, etc) are received on time and available to the provider/care team.
• Prior authorization is completed, if needed.
• Appointments, labs, imaging are prioritized and sequenced appropriately.
• Effectively communicates with customers (patients, caregivers, providers, care team members, outside health systems) in a professional and respectful manner.
• Deliver a consistently high level of service and goes above and beyond to assist customers.
• Provides patients with correct information related to their scheduled appointments, procedures, or tests, and in response to any associated questions they might have.
• Partners with customers to resolve questions, and concerns.
• Follows standard processes and workflows to ensure safety and reliability.
• Communicates information and updates to providers, employees, and departments as appropriate.
• Prepares schedules for providers
• Prepares, manages, and updates the daily schedule/calendars for physicians who provide care (procedures, surgeries, clinic appointments) at different locations such as outreach clinics, hospitals, procedure centers.
• Apprise physicians of changes or updates related to their schedules.
• Epic in-basket and pool management
• Review and respond to patient messages sent to the Epic in-box or through MyChart.
• Gather and document information to help facilitate communication between the patient/caregiver and care team.
• Ensure messages are addressed within standard timeframes and escalate issues that need prompt attention.
• Communicate information delegated by providers
• Review chart to piece together important information for the patient and provider.
• Organization Expectations, as applicable:
• Demonstrates ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served.
• Partners with patient care giver in care/decision making.
• Communicates in a respective manner.
• Ensures a safe, secure environment.
• Individualizes plan of care to meet patient needs.
• Modifies clinical interventions based on population served.
• Provides patient education based on as assessment of learning needs of patient/care giver.
• Fulfills all organizational requirements.
• Completes all required learning relevant to the role.
• Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards.
• Fosters a culture of improvement, efficiency and innovative thinking.
• Performs other duties as assigned.

Required Qualifications

• 2 years experience, in a healthcare setting/practice
• Completing scheduling and registration of appointments
• Templating schedules in Epic
• Providing administrative medical support
• Utilizing basic medical terminology
• Practicing good public relations, customer service, time management, prioritization, and patient communication skills.

Preferred Qualifications

• Healthcare or business-related degree
• 3 years experience working in a healthcare setting utilizing Epic Health Records
• Telephonic customer experience
• Proficient use of computer keyboarding and Microsoft office tools (Word, Excel, Outlook, Teams)