Central Scheduling Representative

Job Details

Handles scheduling related requests for patients and families utilizing an automated call distribution software and protocols to efficiently and accurately schedule appointments, triage general inquiries and direct callers to the appropriate healthcare needs. Supports our commitment to service excellence with a focus on first call resolution, registration accuracy and ease of access to all Jefferson Health services. Utilizing an advanced telephony platform, scheduling management system and care team communication tools, Central Schedulers demonstrate a commitment to service, follow-through and resolution to a large and diverse patient population. Central schedulers are required to consistently demonstrate accuracy of data collection and entry, critical thinking skills, solution oriented interactions and the highest level of customer service.

Job Description

Summary
Handles scheduling related requests for patients and families utilizing an automated call distribution software and protocols to efficiently and accurately schedule appointments, triage general inquiries and direct callers to the appropriate healthcare needs. Supports our commitment to service excellence with a focus on first call resolution, registration accuracy and ease of access to all Jefferson Health services. Utilizing an advanced telephony platform, scheduling management system and care team communication tools, Central Schedulers demonstrate a commitment to service, follow-through and resolution to a large and diverse patient population. Central schedulers are required to consistently demonstrate accuracy of data collection and entry, critical thinking skills, solution oriented interactions and the highest level of customer service.

Job Duties

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.(Do not delete, move or over-write this statement)
• Schedule patient appointments and register patient across the Jefferson Health System in accordance with established clinical and insurance requirements to improve access and care coordination.
• Utilize Electronic Medical Record (EMR) to complete scheduling and registration, confirm appointments, obtain and/or verify demographic information, obtain and/or verify insurance benefit eligibility, answer inquiries and resolve user issues in accordance with established protocols to ensure patient safety, compliance and departmental policies and procedures.
• Coordinate orders, referrals and insurance requirements by obtaining and/or confirming patient information to ensure the patient receives maximum benefits for services. Assure regulatory and compliance requirements following local payor coverage determinations.
• Utilize central scheduling telephony software to efficiently handle assigned call volume or digital requests.
• Maintain qualitative and quantitative individual and team performance targets.

Minimum Qualifications

• 1 year Previous related experience required.
• Accuracy and Attention to Detail – I0960 Understanding of the necessity and value of accuracy and attention to detail, ability to process information with high levels of accuracy.
• Analytical Thinking – I1020 Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.
• Calendaring – TAD460 Knowledge of and ability to use office electronic calendaring software and capabilities.
• Customer Interaction – TCS060 Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.
• Customer Service Management - M0200 Knowledge of and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers.
• Decision Making and Critical Thinking - I0700 Understanding of the issues related to the decision-making process, ability to analyze situations fully and accurately, and reach productive decisions.
• Effective Communications – I0480 Understanding of effective communication concepts, tools and techniques, ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Information Capture – B1080 Knowledge of the processes and the ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.
• Leadership – M0050 Ability to work with a group to set its objectives and agenda, generate allegiance to those objectives, and guide and motivate their achievement.
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