Patient Procedure Scheduler - Orthopaedics

Job Description

Be a part of a world-class academic healthcare system,
UChicago Medicine
, as a Patient Procedure Scheduler at our DCAM - Hyde Park clinic. Here you will work alongside our Orthopaedics team. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area.

The University of Chicago Department of Orthopaedic Surgery and Rehabilitation Medicine provides innovative surgical care and advanced training for tomorrow’s surgical leaders. We are committed to not only meeting but exceeding the patient experience.

UCMC is committed to a patient‑centric, efficient health care delivery system that focuses on quality, safety, service, and operational excellence.

In this role as a Patient Procedure Scheduler
, you will be responsible to work collaboratively with physicians, staff and patients in order to ensure that procedures and/or surgeries are scheduled and coordinated appropriately. The Patient Procedure Scheduler is accountable for achieving performance and service targets and metrics in a manner consistent with the Ideal Patient Experience approach and philosophy.

• Work collaboratively with physicians and staff members to schedule surgeries in Op Time
• Coordinate pre and post‑surgical appointments with the patient and any ancillary areas as needed
• Schedule procedures/surgeries based on pre‑approved guidelines and protocols
• Enter procedure/surgery information and update/inform physicians of schedules per protocol
• Coordinate schedules with time and equipment availability; identify conflicts and adjust schedules as needed
• Communicate with patients and inform them of any schedule changes
• Order and coordinate delivery of special supplies and equipment, as necessary
• Enter vendor information and supply into Vendormate system
• Schedule Anesthesia for surgery, as necessary and per protocol
• Set expectations and provide instructions for all patients pertaining to their upcoming procedure/surgery and confirm understanding
• Provide pre‑appointment instructions, directions and messages per protocol
• Provide reminder calls for all surgeries prior to surgery date
• Respond to patient inquiries/concerns appropriately and in a timely manner
• Document all messages electronically using the In Basket functionality and forward to the appropriate clinical provider
• Provide service recovery with unhappy patients. Escalate patient concerns per protocol
• Thank each and every caller and ask if there is any other assistance that can be provided

• Experience in Epic‑OP Time (Epic operating room scheduling module)
• Knowledge of medical terminology
• Excellent interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff and other customers
• Exceptional customer service skills including the ability to use independent thinking, sound judgment and creativity when resolving customer issues
• Communicates effectively and professionally with patients, visitors, physicians and co‑workers.
• High School Diploma
• Ability to balance multiple priorities and effectively handle challenging situations
• Excellent verbal communication skills
• Ability to use personal computers and select software applications
• Successful completion of Cadence Scheduling system training and competencies

• Associate or Bachelor’s Degree preferred
• Vendor mate preferred

• Job Type/FTE:
  Full-time (1.0 FTE)
• Shift: Day shift
• Unit/Department:
  Orthopaedics
• CBA Code:
  Non‑Union
• Location:
  
  DCAM

In this role, we anticipate that you will generally work approximately 40 hours per week. We anticipate that you will generally be scheduled to work the day shift, between the hours of 8:00am‑4:30pm and will not be scheduled for on‑call shifts. We anticipate you will be scheduled to work 100% at the DCAM Clinic. The days of the week that you are scheduled will be Monday‑Friday.

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients…