Scheduler/Support Staff For Medical Office

Summary:

The Support Center Specialist/Scheduler is primarily responsible for managing patient access to the clinic by identifying and responding to patient needs. Primary responsibilities include managing the telephone traffic into Grace Health by delivering service to the patient or transferring to the appropriate department/location with preparatory information for expedited service. Managing patient demographic and contact information is high priority during all patient contacts. The Support Center Specialist/Scheduler influences patient flow and the general pace of the business day through scheduling decisions and work pace.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Reschedule appointments
• Manage telephone traffic into the support center by answering incoming calls within two rings
• Collect payment information for payment on accounts
• Update patient’s demographic information in NextGen
• Answer questions about appointments, Sliding Fee Scale, or other issues as needed
• Answer telephone calls courteously using proper greeting and name
• Check NextGen task and handle requests and job assigned therein efficiently
• Communicate and interact effectively with patients and families, physicians, and peers to maximize successful patient outcomes
• Schedule patient appointments, monitoring the schedule to ensure appropriate appointment placement, allotting sufficient time for special procedures or lengthy exams
• Task Nurse/Medical Assistant or Patient Care Coordinator with patient information or questions
• Place outbound follow-up calls or transfer calls to front offices and/or Patient Care Coordinators
• Screen incoming calls and transfer calls to other staff as necessary
• Perform all other duties as assigned

OTHER ESSENTIAL DUTIES and RESPONSIBILITIES:

• Care team members understand and embrace the concept of population management and proactively address the needs of patients and families served by this practice.
• All team members will be involved in the process of improving quality incomes.
• Care coordination includes communicating with community organizations, health plans, facilities, and specialists.
• Team members will participate in the review and evaluation processes of practice performance and help to identify opportunities for improvement.
• Team members must demonstrate skill and knowledge related to effective communication with vulnerable patient populations.
• Team members must participate in Continuous Quality Improvement activities within the organization to ensure patients receive high quality care.
• Team members will participate in Grace Health's advocacy program.
• Grace Health recognizes that managing patient care is a team effort that involves clinical and non-clinical staff. All employees must embrace a team-based approach to patient care and understand that each role is important to our success.
• Team members must demonstrate excellent team communication and coordination to provide quality patient care.

GENERAL DUTIES:

• Work cooperatively with physicians, administration, and peers
• Work effectively and at an efficient pace
• Flexible in being able to multitask
• Maintain patient confidentiality
• Routinely keep supervisor informed about attendance and job assignments
• Follows policies and procedures of the office, including administrative, quality assurance, and personnel
• Maintain timely documentation of all work assignments
• Maintain good attendance (daily, meetings, and other assignment tasks)

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to assist in advancing Grace Health’s mission and to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS:

• Listening skills
• Problem solving skills
• Pleasant personality
• Computer skills
• Cooperative attitude
• Organized work habits
• Written and oral communication skills

EDUCATION and/or EXPERIENCE:

High School Diploma or equivalency required

At least one (1) year medical office experience strongly preferred

BENEFITS:

• Safe harbor 401(k) with match potential
• Vision insurance
• Dental insurance
• Employee visits for medical services
• EAP & Work life services
• Voluntary benefits
• Hospital indemnity
• Wellness program
• Pharmacy benefit
• Paid time off
• Family friendly work environment
• Life Insurance
• Health savings account
• Health insurance
• STD/LTD

Grace Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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