Position Title

Patient Scheduling Senior Specialist

Broadmoor Campus

Position Summary / Career Interest:

The Patient Service Representative Lead is responsible for supporting the supervisor. This work role requires thorough knowledge of all job functions and serves as a resource to train other employees in collaboration with the supervisor/manager.
The Patient Service Representative Scheduling (PSR Scheduler) is an important member of the physician's care team and critical for creating a pleasant and seamless patient experience within an ambulatory clinic. This work role is primarily responsible for scheduling patient appointments. This work may be done away from the front desk of a clinical area and could include work in a call center setting taking large volumes of patient phone calls. The PSR Scheduler may complete MyChart and EMR (Electronic Medical Record) appointment requests, processing external medical records, assist front desk operations as needed, and helping the physician care team prepare for their daily patient appointments. This work role will also be trained to assist in front office functions of an ambulatory clinic to provide support as needed.

Responsibilities and Essential Job Functions

• Role models the health system values in our daily interactions and inspire others to follow those established values.
• Has a positive presence in the practice.
• Assist in onboarding of staff as directed by clinic leadership.
• Execute developed department onboarding process, escalating barriers to leadership.
• Responsible and accountable for achieving organizational targets related to patient experience, people, sustainability, safety & operational excellence.
• Routinely engages and solicits feedback from work unit employees.
• Effective verbal & written communications.
• Serves as a role model for correct workflow execution.
• Complete standard work observations at the direction of clinic leadership and responsible for standard work adherence.
• Escalates to leadership and/or informatics team(s) enhancements/challenges to standard work.
• Engages in clinic level projects for the enhancement of patient/clinician experiences.
• Engages in clinic level projects for the enhancement of patient/clinician experiences.
• Identifies and uses resources to develop and deliver communications.
• Creates and contributes to a positive environment where learning and knowledge sharing occurs regularly.
• Encourages employees to use organization risk reporting tools.
• Demonstrates knowledge, adheres to, and educates others for the promotion of safety regulations, disaster plans, emergency response, infection control, fire safety, hazardous material and organizational policies and procedures.
• Conducts accreditation tracer exercises.
• Conveys authenticity gaining the trust of others.  Behaves consistently and acts in accordance with moral, ethical professional, and organizational guidelines.
• Displays unwavering credibility through trustworthiness, reliability, dependability, integrity, character reputation, and acceptability.
• Responds to a high-volume of incoming telephone calls.
• Schedule internal and external incoming department referrals
• Schedules in person appointments, telehealth visits, surgeries, procedures and/or ancillary services using Epic Cadence decision trees.
• Assists patients in registering and canceling appointments.
• Accurately documents and routes calls to the proper departments as needed.
• Efficiently navigates medical records and ensure patient information is up-to-date and accurately entered in the correct location.
• Follows all regulatory and compliance standards.
• Follows documented protocols and guidelines.
• Responds to outgoing telephone calls and faxed materials.
• Communicates with the care team and supports staff on various patient issues.
• Obtains and updates insurance information.
• Identifies urgent customer needs or operational issues, and escalates appropriately.
• Maintains extensive knowledge of appointment types, locations, providers, and specialties.
• Works to achieve a coordinated patient itinerary sometimes consisting of multiple appointments.
• Responsible for registration of patient during the scheduling process, including entering demographics, insurance verification, completing the Medicare Secondary Payer Questionnaire (MSPQ), scanning and document preparation, updating documentation and processing of referrals/order/appointment requests.
• Preauthorization of clinic specific visits and procedures as needed.
• Assist patient with MyChart activation and support, incl