The Check Out Representative pleasantly greets patients and all customers at National Jewish Health and is responsible for scheduling appointments (physician, ancillary) in the computer scheduling system. This position serves as a resource to other peers, monitors appointment availability and performs selected schedule maintenance to better serve the patients.
- Greets and provides excellent customer service to all patients and customers. Provides accurate and helpful information and proper direction for patients who need assistance.
- Reviews and verifies physician orders in electronic medical record (EMR) before scheduling. Completes orders and associated tasks in the EMR.
- Schedules patient ancillary and physician appointments in a timely, accurate, and efficient manner in accordance with the patient’s schedule.
- Updates and maintains accurate patient information in PatientTrak system.
- Contacts Sr Scheduling or other departments for additional scheduling needs.
- Contacts Utilization management to obtain prior authorizations for same day add-ons as required per scheduling guidelines. .
- Monitors the check-out process and notifies Check Out Supervisor of quality issues.
- Schedules overbooks according to hospital and department policies.
- Maintains communication with patients with any appointment status updates. Problem solves with patients, clinicians and departments to assure scheduling is performed with the highest level of customer service.
- Monitors all aspects of individual patient schedules for continuity of their appointments. Acts as a point of contact and reference for future scheduling needs.
- Maintains appropriate level of continued education and expertise with computer scheduling and registration systems. Maintains online course completion as well as utilizing the Scheduling reference guide as needed.
- Remains flexible to changes as business and staffing needs change.
- Performs all other duties as assigned.
- Performs, as directed, safety compliance and uses Personal Protective Equipment (PPE), as needed.
- Participates in Quality Assessment (QA) and Quality Improvement (QI) programs, as directed.
- Ensures compliance with The Joint Commission and all other Federal, State and Regulatory Agencies.
- Responds promptly and sincerely to customer’s needs, requests and concerns via all communication forms using easily understood language and refraining from using inappropriate language and non-verbal gestures.
- Maintains positive working relationships as a team player through problem solving issues, speaking positively about others, listening attentively and observing the Patient Bill of Rights and Confidentiality.
- Increases customer service knowledge, skill and ability by participating in department and institution-wide specific programs.
- Incorporates National Jewish’s identity (Science Transforming Life®) into daily functions. Speaks positively about the institution, provides customers with prompt service, maintains a clean and safe working environment, dresses appropriately based upon National Jewish safety standards, and departmental policies and wears an ID badge visibly.
Knowledge and Skills
Incumbent must have exemplary customer service skills. Effective oral and written communication skills, including handling difficult customers with particular emphasis on demonstrated telephone skills is required. Effective skills in CRT, is able to type a minimum of 25 words per minute and can also operate a 10-key adding machine. Experience prioritizing and organizing work in an environment with frequent interruptions. Familiarity with medical terminology and procedures is preferred.
High school graduate or equivalent preferred. Bachelor’s Degree in Administration, Healthcare, Communications or other related field preferred.
Certification and Licensure
A minimum of three (3) years of recent and related experience. At least one (1) year of experience in Health Care scheduling is preferred.
- or - Any equivalent combination of Education and/or Experience
Position is in an office environment. Frequent requirements may include: sitting for extended periods, entering and manipulating data on a workstation computer and participating in team/executive meetings. Approximately 75% of daily responsibilities will be working both one-on-one and in teams with other personnel and extended one-on-one contact in a quiet environment where hearing and listening is paramount. Must possess the ability to communicate by observation, verbal, written and listening; standing; walking; climbing stairs; stooping to remove/replace files; good hand-eye coordination; lifting, pulling, pushing, and upper body twisting while handling supplies and equipment; sitting while completing paperwork; using keyboard for PC and word processing needs. Occasional requirements may include: stand, walk, use hands to manipulate, handle or feel objects, tools, or controls, reach with hands and arms, stoop, kneel, and lift/move up to 25 pounds. Incumbent may be scheduled to work an alternate schedule to accommodate essential business needs; routine travel by foot or automobile to alternate work/meeting locations may be required, possibly during inclement weather.
No environmental conditions indicated. Professional office environment with time of each day spent in interaction with management/staff, in addition to planning and working autonomously. Requires teamwork and the ability to handle multiple interruptions; frequently fast-paced; high-pressure; occasionally variable-paced; variable pressure. Personal Protective Equipment (PPE) will be provided to each employee when needed as determined by policy. Utilization of PPE is mandatory. Estimated 1700 employees in the worksite.