This position schedules patient appointments for physician and ancillary services. Collects all necessary patient demographics, consents, clinical and insurance information. Maintains communications with both patients and clinical staff regarding scheduling issues.
- Greets customers upon entry to the clinic. Answers calls providing information and/or directing patient calls to appropriate departments.
- Collects all necessary patient demographic, consents, copays, insurance and clinical information and updates changes when needed. Obtains proper signatures on consents and facesheets. Able to articulate verbiage from consents to patients to their understanding.
- Schedules new and follow up appointments using symptoms, physician orders, and clinical information collected. Determines which physician and/or clinic can best serve the patient. Schedules patient appointments for physician and ancillary services in a timely and accurate manner.
- Prepares charts for the next business day. Ensures that the patient’s insurance allows them to be seen with scheduled physician at National Jewish Health. Confirms that referrals for clinic services are obtained and current. Verifies Medicaid eligibility daily.
- Communicates with clinicians to ensure that patient appointments are accurately ordered and scheduled. Manages physician schedules as assigned to ensure that schedules are full and accurate. Updates and Maintains patient waitlist.
- Maintains communications with patients to keep them apprised of the status of their appointments. Acts as a problem solver with patients, physicians and clinic staff.
- Monitors all aspects of individual patient schedules for continuity of appointments and appropriate prerequisite appointments.
- Demonstrates knowledge of and self reviews all work for accuracy in all systems, including: Tempus, Affinity, EMR, Touchscan, Virtual Merchant, and Passport.
- Maintains appropriate level of knowledge regarding NJH clinical operations, insurance procedures, and clinical terminology and coding practices. Maintains appropriate level of expertise with the Registration and Scheduling systems.
- Ensures all opening and closing procedures are completed each day.
- Additional responsibilities include: working reports, reconciling billing sheets, scanning, new patient packets, and working tasks.
- 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
Effective and diplomatic oral and written communication skills, including handling difficult customers. Strong problem resolution skills. Effective computer skills. Strong typing: minimum of 40 words per minute. Experience prioritizing and organizing work in an environment with frequent interruptions. Familiarity with medical terminology.
High school graduate or equivalent preferred. Associates degree in business, nursing or health care administration, preferred.
Certification and Licensure
A minimum of two (2) or more years of recent and related experience in a health care or customer service environment required.
- or - Any equivalent combination of Education and/or Experience
Position is 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, 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.