Scheduler- Full Time-Day

The Scheduler s primarily responsibilities are answering incoming calls in a polite, professional, and efficient manner. The Scheduler will be the initial point of contact for all patients and this interaction will function as a key component to the overall patient experience. Responsibilities include scheduling office appointments as well as taking accurate phone messages, making reminder calls to patients per office protocol, taking accurate Rx refill requests and sending them through the appropriate electronic medical record to provider pools, insure referrals are in the system for upcoming appointments and flag offices for patients coming with high balances. The Scheduler is also responsible for sending out new patient packets, scanning documents, working workqueues (WQs) or worklists and recommending workflow efficiencies to improve the patient experience. The Scheduler will provide patients with information on physicians, directions to locations and educational materials. The Scheduler will answer patients or physicians questions to the best of their ability. The Scheduler will interview callers to obtain full understanding of what information is being requested. Provide high quality customer service on every call. Promote teamwork and comradery. Responsible for satisfying the customer and maintaining the image of Newark Beth Israel Medical Center. This position requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task.

Responsibilities

• • Answers incoming telephone calls at a rate of greater than 80 per day.
  • Critical thinking used to manage each call appropriately.
  • Communicates with all patients in a clear, professional and courteous manner.
  • Collects demographic and insurance information from all patients. Uses department electronic medical record to schedule all patients according to office protocol and physician preference with a minimum of 96% accuracy.
  • Uses department electronic medical record to take clear, accurate telephone messages, and submit Prescription requests according to office protocol.
  • Triages incoming telephone calls and transfers calls efficiently and according to office protocol when necessary.
  • Completes other departmental duties as assigned and measured by agreed upon outcomes.
  • Maintains a working knowledge of sub specialties in the department.
  • Continuously demonstrates working knowledge of medical and insurance terminology.
  • Displays a working knowledge of hospital and provider referral protocols.
  • Ensures working knowledge of medical insurance plans, billing, regulations, especially managed care plans.
  • Maintains proficiency on multi-line phone system and any other technology applications required for the position (electronic insurance verification, email, etc.)
  • Meets call performance, schedule adherence, data accuracy and quality standards.
  • Maintains knowledge of referral tracking and handling of medical records.

Requirements

• Must possess a high school diploma or GED
• Prefer a minimum 1 year of experience in a similar role within a Medical Office Environment