Scheduler Lead - Pre Access - Full Time - Days at AdventHealth

Date Posted: 8/25/2020

Job Snapshot

  • Job Schedule
    Full-Time
  • Date Posted:
    8/25/2020
  • Job ID:
    20017355
  • Job Family
    Patient Financial Services
  • Travel
    No
  • Shift
    1 - Day

Job Description


Description

Patient Scheduler Lead


AdventHealth Flagler


Location Address:
 Palm Coast, FL

Top Reasons To Work At AdventHealth Waterman

  • Work for a healthcare system that believes in “Extending the Healing Ministry of Christ”
  • Career growth and advancement potential
  • No State income tax
  • Competitive Pay and benefits

Work Hours/Shift:

Full Time, M-F 8a-5p

GENERAL SUMMARY:

Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.  The Pre Access/Patient Scheduler Lead is a working floor educator to approximately 20-25 Patient Schedulers/Pre-registration/Pre-Access/Insurance Verification Representatives. The Pre Access/Patient Scheduler Lead utilizes system knowledge to assist team members to effectively and efficiently perform functions of their job.  Ensures staff members are answering phone queues in a timely and efficient manner to ensure optimal productivity. Assists with training and mentoring new and/or existing employees on all aspects of outpatient scheduling, pre-registration, insurance verification and authorization processes, including the scheduling and phone system software.  Monitors patient scheduler, pre-registration, insurance verifier and authorization representative calls and coaches on patient satisfaction.  Schedules resources for tests and procedures to maximize patient convenience and efficiency of resource utilization. Proficiently schedules, pre-registers, verifies and authorizes patients for tests in Radiology, Women's Medicine, Cardiology, Rehab, Respiratory Care, Pain Medicine and other ancillary departments, using a computerized scheduling system.  Provides special instructions for procedures and directions to facilities and departments. Proficiently pre-registers patients for various exams and procedures within the AdventHealth's various departments and entities.  Able to work with numerous departments while maintaining performance and accuracy within a fast-paced environment.  Adheres to AdventHealths Corporate Compliance Plan and to all rules and regulations of all applicable local, state and federal agencies and accrediting bodies.




Qualifications
PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:

• Takes scheduling calls to maintain team performance goals.  Strives to keep schedulers/pre-registrars focused and available for calls by resolving issues and questions as needed.  Manages call queues and staff to meet cost per scheduled event and speed to answer goals.  Conducts weekly team huddles sharing pertinent information pertaining to department information.
• Encourages and motivates team through positive attitude, low absenteeism and tardiness rates.  Encourages team members to participate in department activities such as department meetings, luncheons, and Employee Forums.  Creates patient accounts pre-registers patients on inbound and outbound calls as needed.  Can work effectively under higher levels of stress.
• Enters accurate information in scheduling and registration systems maintaining minimal error rate.  Updates and/or corrects errors or mistakes found in system to expedite patient care.  Carefully and courteously handles customer interaction in a way that preserves patient satisfaction with AdventHealth.  
• Proficient in Scheduling, Pre-registration, Insurance Verification, and Authorization roles. Provides Financial Education to patients and/or patient families to ensure proper financial arrangements have been made.
• Provides feedback that motivates the team and enhances knowledge.  Provides input and feedback to Coordinator/Manager for annual and interim evaluations.  Educates staff on scheduling, pre-registration and pre-certification processes.  Approaches staff in a positive manner to provide constructive feedback.  Provides in-services to team as needed.  Alerts Coordinator/Manager of inappropriate staff behavior. 
• Delivers excellent customer service by fulfilling the AdventHealth Mission of Extending the Healing Ministry of Christ.  Ensures team members utilize pleasant tone of voice and friendly, helpful attitude to keep conversation focused on customer or team member.  Attempts to resolve customer issues before escalating calls to Coordinator/Manager.  Initiates service recovery as appropriate.  Immediately alerts Coordinator/Manager of any situation or physician complaint that cannot be resolved on their own.
• Maintains skill level and knowledge by reading updates, attending training sessions and completing study materials as needed.  Completes department competencies as required and ensures staff complete competencies by the due date.
• Efficiently and effectively works with departments on same day scheduling challenges and over bookings, providing superior service at all times.   Prepares, compiles and verifies all necessary paperwork and orders prior to exam.
• Is respectful of co-workers and offers assistance as needed to help others complete assigned tasks.  Participates in activities that promote camaraderie and a friendly workplace.  Willingly and enthusiastically participates in team/department initiatives, activities and events.  Required to attend regularly scheduled department meetings and Town Halls.  Readily voices concerns and problems to direct supervisor and/or department management/leadership.
• Adheres to HIPAA regulations by verifying pertinent information to determine caller or visitor authorization level before releasing account information.

KNOWLEDGE AND SKILLS REQUIRED:
• Effective oral and written communication skills
• Basic computer skills

KNOWLEDGE AND SKILLS PREFERRED:
• Knowledge of medical terminology
• Knowledge of insurance health plans
• Ability to coach and mentor staff

EDUCATION AND EXPERIENCE REQUIRED:
• High School diploma/equivalent required
• 1 year of Call center experience
• 1-2 years of Patient scheduling experience
• 3 years of Customer service experience

EDUCATION AND EXPERIENCE PREFERRED:
• College education or coursework in business or healthcare, or related field
• 3 years of Patient Access experience
• Physician or medical office experience

SUPERVISORY RESPONSIBILITIES
• Must be able to oversee the department in the absence of the Coordinator



This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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