Calendar Management, Clinical Support, Communication Skills, Customer Support/Service, Demographics, Diabetes, Documentation, Electronic Medical Records, HIPAA (Health Insurance Portability and Accountability Act), Healthcare, High School Diploma, Interpersonal Skills, Leadership, Maintain Compliance, Medical Assistance, Microsoft SharePoint, Microsoft Windows Operating System, OSHA, Patient Care, Patient Care Authorizations, Patient Follow-up, Philosophy, Presentation/Verbal Skills, Problem Solving Skills, Reporting Skills, Resolve Customer Issues, Scripting (Scripting Languages), Team Player, Typing, Writing Skills
ABOUT AUSTIN REGIONAL CLINIC:
Austin Regional Clinic has been voted a top Central Texas employer by our employees for over 15 years! We are one of central Texas’ largest professional medical groups with 35+ locations and we are continuing to grow. We offer the following benefits to eligible team members: Medical, Dental, Vision, Flexible Spending Accounts, PTO, 401(k), EAP, Life Insurance, Long Term Disability, Tuition Reimbursement, Child Care Assistance, Health & Fitness, Sick Child Care Assistance, Development and more. For additional information visit https://www.austinregionalclinic.com/careers/
PURPOSE
Under the guidance of manager and utilizing scheduling protocols, contacts pre-identified patients for follow-up medical care and schedules appointments. Provides administrative, non-clinical, support to the Diabetes Intensification and Education program. Receives Inbaskets, referrals, and telephone calls from patients requesting appointment scheduling as a result of diabetes intensivist program (DIP) referrals. Coordinates all care needed to accomplish the DIP, education, and class protocols, including requesting records. Carries out all duties while maintaining compliance and confidentiality and promoting the mission and philosophy of the organization supported.
ESSENTIAL FUNCTIONS
- Reviews and validates list of patients for contact.
- Contacts patients via telephone, and MyChart patient portal using scripts.
- Receives referrals, Inbaskets, and telephone calls from patients who have been referred to the diabetes intensivist program (DIP).
- Books appointments utilizing Epic When booking appointments, also confirms and/or makes any changes to demographic information.
- Schedules appointments for appropriate ARC education or DIP clinician following protocols.
- Coordinates care by requesting specialist records and other documents as needed.
- Navigates electronic medical records to determine if care gaps have been closed.
- Provides any necessary documentation to analytics team.
- Orders necessary services as dictated by clinician scheduling protocols.
- Contacts and schedules patients due for a class or DIP visit. Responsible for keeping clinicians’ schedules filled.
- Handles all complaints, errors and problems as presented by patients.
- Uses judgment to attempt to schedule patients, answer inquires and address concerns. .
- Notifies appropriate departments of issues and errors (deaths, for example).
- Notes issues with patient list and directs updates to analytics.
- Interacts with clinicians when their input regarding patients is needed.
- Tracks outcomes of contact with patients.
- Prepares reports of outcomes for DIP leadership.
- Stays up-to-date with new developments and changes throughout Austin Regional Clinic including changes in clinicians and staff, specialties and services, policies and procedures, protocols, etc.
- Adheres to all company policies, including but not limited to, OSHA, HIPAA, compliance and Code of Conduct.
- Regular and dependable attendance.
- Follows the core competencies set forth by the Company, which are available for review on ARC SharePoint.
OTHER DUTIES AND RESPONSIBILITIES
- Performs other duties as assigned.
QUALIFICATIONS
Education and Experience
Required: High school diploma or GED. One (1) or more years of experience working in the office of a healthcare related facility including scheduling appointments.
Preferred: Experience working as a Medical Assistant.
Knowledge, Skills and Abilities
- Must display a high level of accuracy, critical thinking and organization.
- Excellent customer service skills.
- Excellent verbal and written communication skills.
- Excellent interpersonal & problem solving skills.
- Ability to work in a team environment.
- Ability to handle competing priorities.
- Ability to engage others, listen and adapt response to meet others’ needs.
- Ability to align own actions with those of other team members committed to common goals.
- Excellent computer and keyboarding skills, including familiarity with Windows.
- Ability to perform job duties in a professional manner at all times.
- Ability to understand, recall, and communicate, factual information.
- Ability to understand, recall, and apply oral and/or written instructions or other information.
- Ability to organize thoughts and ideas into understandable terminology.
- Ability to apply common sense in performing job.
Work Schedule: Monday-Friday, 8:00 am - 5:00 pm.