GENERAL SUMMARY
Assists in management of Scheduling Center resources and coordination of the activities of personnel engaged in the day-to-day work within the Scheduling Center to ensure operational and customer service standards are maintained. Works with patients, physicians, physician office staff, third-party payers, patient financial services, and hospital outpatient departments to ensure patients are scheduled timely and authorizations are obtained timely to secure hospital reimbursement and avoid denials.
PRINCIPAL JOB FUNCTIONS
Commits to the mission, vision, beliefs, and consistently demonstrates our core values.
Supervises Scheduling Center processes, including scheduling of procedures and managing of work queues.
Ensures resources align with work volumes, which may include daily assignments, coordination, and assignment of PRN schedule and filling in to answer phones and schedule when needed.
Facilitates new employee orientation with the Scheduling & Referrals Educator and Lead Trainers for the department work processes.
Communicates updates to staff in a timely manner.
Sustains collaborative relationships with other departments.
Works with the Patient Service Center & Scheduling manager to improve processes in consideration of staff suggestions per monthly rounding and performance excellence metric reports.
Responsible for monthly stoplight and B-Safe reports as well as participating in service recovery efforts.
Assists the Patient Service Center & Scheduling manager in tracking department workload and analyzing staff productivity.
Selects and hires qualified candidates for the Scheduling Center.
Works with Patient Service Center & Scheduling management to maintain departmental procedures for scheduling functions.
Seeks opportunities to provide formal and informal education to staff on issues relevant to day-to-day tasks, acts as primary resource for organizations scheduling customers.
Supports team members in problem-solving to attain first call resolution and address escalated customer service concerns in a responsive, timely, and accurate manner.
Collaborates with the Patient Service Center Assistant Manager and Bryan Heart scheduling staff to ensure accounts transition smoothly from the point of scheduling to authorization.
Coordinates workflow for the Medication Access Team (MAT) to ensure accounts transition smoothly from the point of scheduling to authorization for Specialty Clinic services.
Maintains documentation of initial and annual training of staff, ensures mandatory training is completed as scheduled.
Meets or exceeds Scheduling Center goals for all established key performance indicators.
Participates in annual review of policy and procedures, enforces established performance standards and procedural protocols, ensuring proficiency and competency, implements, monitors, and enforces safety policies and procedures.
Routinely assists the Patient Service Center & Scheduling Manager in concurrent and retrospective resolution of patient, family, or physician concerns or complaints.
Routinely assists the Patient Service Center & Scheduling Manager in completion and/or resolution of incidents and/or feedback B-Safe files.
Timely, objectively, and constructively coaches staff as needed when practice and/or HIPAA issues are observed or reported, documents as appropriate.
Routinely assists Patient Service Center & Scheduling Manager in safety-orientation training of staff, assessing competency, and maintaining a safe work environment through safety rounds.
Routinely assists Patient Service Center & Scheduling Manager in coaching and training staff as directed to achieve an excellent patient experience.
Routinely assists the Patient Service Center & Scheduling Manager in training staff in HIPAA compliance, COBRA, EMTALA understanding, and other regulatory requirements by assessing competency and maintaining documentation.
Assumes responsibility for administrative functions in the absence of the leader or as assigned.
Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of the latest trends in the field of expertise.
Participates in meetings, committees, and department projects as assigned.
Performs other related projects and duties as assigned.
Essential Job Functions are marked with an asterisk. Refer to the Job Description Guide for the definition of essential and non-essential job functions. Attach Addendum for positions with slightly different roles or work-specific differences as needed.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of medical procedure scheduling and scheduling processes.
Knowledge of all aspects of Scheduling Registration, Pre-Authorizations, and Denial Avoidance.
Knowledge of computer hardware, equipment, and software applications relevant to work functions.
Ability to communicate effectively both verbally and in writing.
Ability to problem-solve and make decisions in accordance with facility protocols and regulatory agency requirements.
Ability to read, interpret, and enforce departmental safety rules, equipment operating and maintenance requirements, and policy and procedures.
Knowledge of healthcare systems, individual and group behaviors, scheduling trends, and systems and change theory.
Knowledge of Performance Excellence and Process Improvement.
Knowledge of customer service philosophies and practices.
Ability to schedule direct counsel and evaluate employee work and performance.
Ability to balance and prioritize diverse management and clinical responsibilities.
Ability to lead multi-disciplinary teams and work as a team member.
Ability to perform crucial conversations with desired outcomes.
Ability to establish and maintain effective working relationships with all levels of personnel and medical staff.
Ability to problem-solve and engage independent critical thinking skills.
Ability to maintain confidentiality relevant to sensitive information.
Ability to prioritize work demands and work with minimal supervision.
Ability to maintain regular and punctual attendance.
EDUCATION AND EXPERIENCE
Current Registered Nurse licensure from the State of Nebraska or approved compact state of residence as defined by the Nebraska Nurse Practice Act.
Minimum of three (3) years acute care clinical experience in a hospital environment required.
Prior medical procedure scheduling experience required.
Bachelor of Science degree in nursing preferred.
Prior experience managing personnel preferred.