Diabetes & Glandular Disease Clinic, P.A. Job Description
Patient Access Scheduler
Diabetes & Glandular Disease Clinic, P.A. Job Description
Patient Access Scheduler
Reports to: Communication Supervisor Department: Business Office
Classification: Non-Exempt/ Full Time Effective Date: 08/21/2019
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
SUMMARY:
The Patient Access Scheduler is responsible for scheduling and interacting with patients via telephone in a “call center” environment; effectively multi-tasking, accurately handling all calls and effectively managing time. The Patient Access Scheduler is responsible for providing excellent customer service, assisting patients and other callers. Accuracy and customer service are priorities for this position.
DUTIES AND RESPONSIBILITIES:
1. Schedules appointments for patients in accordance with the scheduling rules, reviewing appointment date, time, location and provider name with caller. 2. Answer telephone promptly and in a polite and professional manner, following call center scripts. 3. Handles all incoming telephone calls from patients, makes appointments, and answers general questions and inquires. 4. Uses computer system (EMR System) to refer to existing patient’s information or set up new patients in the scheduling tool 5. Receives, directs, and relays telephone and fax information. 6. Provides the patient with available timeslots. 7. Communicates all add- ons, delays, cancellations, and “no-shows” to Clinic Coordinator. Reminds caller of cancellations/no-show policy. 8. Responsible for inputting very detailed information on the patients using a variety of computer screens. 9. Explains all current fees and patient’s financial responsibility and informs patient of payment required for existing balances due at or before next appointment. 10. Provides information to callers on proactive policies and procedures such as what is required following physician template, in preparation for appoint (insurance, id, etc.). 11. Schedule to ensure efficient patient flow based on predetermined appointment availability. 12. Secures patient information and maintains patient confidence by completing and safeguarding medical records, completing diagnostic and procedure coding and keeping patients information confidential. 13. Follows up with patients.
Skills/Experience:
14. Knowledge of EMR systems preferably Athena 15. Knowledge of front and back office procedures 16. Knowledge of basic medical terminology 17. General understanding of EOB’s (Explanation of Benefits), ability to interpret EOB’s 18. Ability to operate basic office equipment 19. Proper telephone etiquette 20. Ability to read, understand and follow oral and written instructions, . 21. Must be well organized and detail-oriented 22. Have the ability to respond well under pressure 23. Promotes a professional, productive and positive work environment Education:
High school diploma or equivalent.
Experience: Minimum of 1 year of relevant experience and /or training, or equivalent combination of education and experience in a medical call center role.
Diabetes & Glandular Disease Clinic, P.A. Job Description Performance Requirements:
Knowledge:
1. Knowledge of medical terminology
2. Familiarity of clinic protocols and policies.
3. Knowledge of HIPAA
4. Knowledge of EMR, health insurance, copays and deductibles
Skills:
1. Skilled in multitasking effectively and answering multiple phone calls.
2. Skilled in managing providers schedules.
3. Skill in conducting cooperative interactions with patients and staff.
4. Skills in prioritizing tasks and time management.
5. Strong organizational skills.
Abilities:
1. Ability to provide excellent customer service.
2. Ability to interpret and respond appropriately to instructions.
3. Ability to build rapport with patients and co-workers.
4. Ability to recognize the need to escalate calls to manager, nurse or provider as necessary.
5. Ability to exercise sound judgment in handling calls, especially with dissatisfied patients.
Equipment Operated: Normal office environment.
Work Environment:
1. Work is typically performed in an interior/ office work environment
2. No or very limited physical effort required
3. No or very limited exposure to physical risks
Physical Requirements: Must possess the physical and mental abilities to perform the tasks normally associated with a Front Desk position such as sitting for six to eight hours per day, walking, bending, and reaching upon occasion. Occasionally lifting up to 30 lbs. of supplies and equipment and helping with patient transport and transfer. Some stress when dealing with priorities and anxious patients.
About Diabetes & Glandular Disease Clinic, P.A.:
The Diabetes & Glandular Disease Clinic, P.A. (DGD) offers the best in treatment for
hormonal and metabolic disorders such as type 1 and 2 diabetes, gestational diabetes, thyroid disease, osteoporosis, lipid disorders (high cholesterol), pituitary/adrenal gland problems, menstrual disorders and hirsutism. All our doctors are board-certified in Endocrinology & Metabolism, a sub-specialty of Internal Medicine. Our renowned clinic is located in the South Texas Medical Center. DGD is an Equal Opportunity Employer. We do pre-employment drug screening and background verification checks. DGD offers competitive salary, PTO, holiday pay, medical/dental/vision insurance, disability benefits, life insurance and a 401(k) plan.
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
SUMMARY:
The Patient Access Scheduler is responsible for scheduling and interacting with patients via telephone in a “call center” environment; effectively multi-tasking, accurately handling all calls and effectively managing time. The Patient Access Scheduler is responsible for providing excellent customer service, assisting patients and other callers. Accuracy and customer service are priorities for this position.
DUTIES AND RESPONSIBILITIES:
1. Schedules appointments for patients in accordance with the scheduling rules, reviewing appointment date, time, location and provider name with caller. 2. Answer telephone promptly and in a polite and professional manner, following call center scripts. 3. Handles all incoming telephone calls from patients, makes appointments, and answers general questions and inquires. 4. Uses computer system (EMR System) to refer to existing patient’s information or set up new patients in the scheduling tool 5. Receives, directs, and relays telephone and fax information. 6. Provides the patient with available timeslots. 7. Communicates all add- ons, delays, cancellations, and “no-shows” to Clinic Coordinator. Reminds caller of cancellations/no-show policy. 8. Responsible for inputting very detailed information on the patients using a variety of computer screens. 9. Explains all current fees and patient’s financial responsibility and informs patient of payment required for existing balances due at or before next appointment. 10. Provides information to callers on proactive policies and procedures such as what is required following physician template, in preparation for appoint (insurance, id, etc.). 11. Schedule to ensure efficient patient flow based on predetermined appointment availability. 12. Secures patient information and maintains patient confidence by completing and safeguarding medical records, completing diagnostic and procedure coding and keeping patients information confidential. 13. Follows up with patients.
Skills/Experience:
14. Knowledge of EMR systems preferably Athena 15. Knowledge of front and back office procedures 16. Knowledge of basic medical terminology 17. General understanding of EOB’s (Explanation of Benefits), ability to interpret EOB’s 18. Ability to operate basic office equipment 19. Proper telephone etiquette 20. Ability to read, understand and follow oral and written instructions, . 21. Must be well organized and detail-oriented 22. Have the ability to respond well under pressure 23. Promotes a professional, productive and positive work environment Education:
High school diploma or equivalent.
Experience: Minimum of 1 year of relevant experience and /or training, or equivalent combination of education and experience in a medical call center role.
Diabetes & Glandular Disease Clinic, P.A. Job Description Performance Requirements:
Knowledge:
1. Knowledge of medical terminology
2. Familiarity of clinic protocols and policies.
3. Knowledge of HIPAA
4. Knowledge of EMR, health insurance, copays and deductibles
Skills:
1. Skilled in multitasking effectively and answering multiple phone calls.
2. Skilled in managing providers schedules.
3. Skill in conducting cooperative interactions with patients and staff.
4. Skills in prioritizing tasks and time management.
5. Strong organizational skills.
Abilities:
1. Ability to provide excellent customer service.
2. Ability to interpret and respond appropriately to instructions.
3. Ability to build rapport with patients and co-workers.
4. Ability to recognize the need to escalate calls to manager, nurse or provider as necessary.
5. Ability to exercise sound judgment in handling calls, especially with dissatisfied patients.
Equipment Operated: Normal office environment.
Work Environment:
1. Work is typically performed in an interior/ office work environment
2. No or very limited physical effort required
3. No or very limited exposure to physical risks
Physical Requirements: Must possess the physical and mental abilities to perform the tasks normally associated with a Front Desk position such as sitting for six to eight hours per day, walking, bending, and reaching upon occasion. Occasionally lifting up to 30 lbs. of supplies and equipment and helping with patient transport and transfer. Some stress when dealing with priorities and anxious patients.
About Diabetes & Glandular Disease Clinic, P.A.:
The Diabetes & Glandular Disease Clinic, P.A. (DGD) offers the best in treatment for
hormonal and metabolic disorders such as type 1 and 2 diabetes, gestational diabetes, thyroid disease, osteoporosis, lipid disorders (high cholesterol), pituitary/adrenal gland problems, menstrual disorders and hirsutism. All our doctors are board-certified in Endocrinology & Metabolism, a sub-specialty of Internal Medicine. Our renowned clinic is located in the South Texas Medical Center. DGD is an Equal Opportunity Employer. We do pre-employment drug screening and background verification checks. DGD offers competitive salary, PTO, holiday pay, medical/dental/vision insurance, disability benefits, life insurance and a 401(k) plan.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Customer service: 1 year (Preferred)
- Medical terminology: 1 year (Preferred)
- Computer skills: 1 year (Preferred)
Work Location: In person