Scheduling Coordinator 1- Trauma amp; Burn Clinic

Position Summary

The scheduling coordinator is responsible for providing excellent customer service while assisting patients from arrival to discharge from their clinic visit. The scheduling coordinator may assist with patient access coordination including but not limited to; patient registration, making follow-up appointments for testing and clinic visits as well as providing the patient with an after-visit summary.

For Hire:

High school diploma or two or more years of experience or training in customer service or healthcare.. Excellent customer service skills coupled with enthusiasm and compassion along with the ability to multitask. High level of interpersonal skills to handle sensitive, confidential situations and establish effective working relationships with patients, physicians, team members, and others throughout the clinics.

Duties and Responsibilities

95%

• Responsible for accurately and efficiently answering and completing calls that are received from patients, their caregivers, relatives, and other members of the healthcare team while providing the highest level of customer service and confidentiality. This involves scheduling patients according to scheduling guidelines and protocols, providers schedules, prioritizing patients health problems according to their urgency; and educating/advising patients, and making safe, effective decisions under the direction of the patients physician.
• Coordinates patient appointments with other providers and departments and links appointments when required within a computer system.
• Exercises independent judgment to triage clinical issues to the provider or designee to determine appropriate scheduling action. Resolves patient inquiries or escalates for solutions.
• Considers patients needs and communicates the current date, time, and location of appointment of the patient.
• Accurately and effectively handles patient referrals, reschedules, cancels, or bumps appointments as needed. Produces appointment bump/cancellation lists to ensure patient notification and rescheduling of patient appointments. Takes messages as needed and passes information along to appropriate clinical personnel.
• Follows all prescribed EPIC searches, including searching and screening for any other appointments. Utilizes systems to enter call information into the message center.
• Obtains, verifies, and inputs all information accurately into the appropriate system; uses neat legible penmanship when taking messages manually; and distributes messages to the appropriate clinical staff promptly.
• Generates system reports and utilizes system tools to review call statistics to identify opportunities for improvement, such as referrals, appointment registration, and wait times.
• Escalates all complaints to the manager or supervisor, utilizing an established chain of command.
• Communicate to the physician/assistant the latest insurance information and indicate any action.
• Displays the highest level of customer service, attentiveness, and consideration possible in all cases.

5%

Other duties as assigned.