Surgery Scheduler, Access Center, UT Health Austin

Job Posting Title:

Surgery Scheduler, Access Center, UT Health Austin

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Hiring Department:

Dell Medical School

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

Purpose

Schedule appropriate procedures/surgeries per provider's orders utilizing clinical knowledge. Schedule office based and hospital procedures consistent with the patient's diagnosis and procedure request. This position is involved in indirect patient care in the UT Austin Health Access Center.

Responsibilities

• Coordinates with UTHA IPU care teams to schedule office and hospital based medical procedures for patients with appropriate provider and time/location slot, utilizing appropriate scheduling codes in person with the patient or over the phone. Schedules diagnostic and imaging tests as necessary for surgical clearance. Interfaces with appropriate hospital or ASC staff to ensure all necessary equipment will be on site for office, ASC, and hospital-based procedures, including scheduling with anesthesia if necessary. Interfaces with appropriate hospital staff to ensure a cohesive working relationship in providing patient care services.

• Enters notes and special instructions needed for scheduling in the electronic medical record. Confirms patient's insurance provider, need for pre-authorization, and if required, obtains authorization for all procedures ordered. Handles surgery appointment confirmations, cancellations, and reschedules. Frequently interacts with the Access Center Team, Clinical Care Team.

• Provides customer service to all contacts, included but not limited to scheduling and confirming patient appointments for multiple health services, using an electronic contact center software system, electronic health record and other electronic methods for managing patient care. Educates and explains referral processes and procedures to patients. Provides response and assistance to patients via electronic multi-media requests (email, chat, web, etc.). Obtains medical records as needed in accordance with UT Health Austin guidelines. Identifies and obtains medical authorizations working with insurance payers and program facilitators. Verifies patient insurance in accordance with UT Health Austin guidelines. Establishes and maintains effective working relationships with Care Teams internally and externally.

• Performs data entry, making necessary updates to patient information, demographics and insurance information using an electronic practice management system. Performs a variety of outbound proactive health contacts to patients, using established electronic methods. Provides conflict resolution utilizing established UT Health Austin de-escalation methods. Provides exceptional customer service and problem-solving techniques in an attempt to further the patient’s overall health and well-being via specialty care referrals. Obtains all necessary information via the patient record to ensure efficient processing of referrals. Documents all referral processing steps throughout multiple stages, care coordination interactions with patients an providers utilizing Access Center software.

• Navigates all contacts appropriately using various software tools and electronic technology methods. Maintains Quality Performance Review Scorecard Standards (score of 90 percent or greater). Applies use of department manuals and reference tools. Under general supervision, exercises some discretion, makes routine decision based on existing scheduling guidelines.

• Performs other duties as assigned.

Required Qualifications

High school graduation or GED. 7 years of relevant experience. Prior healthcare setting experience. Working knowledge of Electronic Practice Management systems to include scheduling and general billing functions. Capable of documenting patient communication, referral notations, and clinical chart notes accurately and appropriately. Professional verbal and written communication. Ability to anticipate needs and follow through with internal and external customers. Exceptional customer services skills, awareness and phone etiquette. Ability to follow directions. Ability to communicate effectively with patient and the healthcare team, including the ability to explain registration policies and procedures. Must be able to interpret basic medical terminology and have proficiency in the use of basic math skills. Ability to maintain and respect the confidential nature of medical information. Ability to use experience and judgement to plan and accomplish goals. Must have ability to read and interpret documents such as charts, safety rules, operating and maint