Patient Scheduling Senior Specialist

Position Title

Patient Scheduling Senior Specialist

KUCC - North

The Patient Scheduling Senior Specialist is responsible for providing daily support to the scheduling team, utilizing their expert knowledge of scheduling workflows to train, coach, and be a resource to peers. The Patient Scheduling Lead will complete competency assessments for new hires as well as outline any additional training needed. This lead role monitors volume throughout the day and assigns staff accordingly to various scheduling duties.

They assist the Supervisor with measuring staff productivity and adherence to quality assurance measures. This role requires comprehensive knowledge of all job functions and provides coaching to staff as needed. The Patient Scheduling Senior Specialist supports the staffing plan, functioning as a scheduling associate/specialist as needed while modeling the highest level of customer service. This role also covers leadership responsibilities in the absence of the Supervisor.

• Maintains expert knowledge and understanding of scheduling guidelines, patient registration, pre-certification requirements and basic levels of health insurance and billing procedures. Maintains expert knowledge of order entry and scanning capabilities as needed. Lead Responsibilities Role models the health system values in our daily interactions and inspire others to follow those established values.
• Responsible for accurate scheduling/re-scheduling/cancellations of patient visits; including clinic appointments (in person and telehealth), treatments such as (chemotherapy and/or radiation therapy), surgeries, procedures and/or ancillary services using extensive knowledge of appointment types, locations, providers and specialties. This level of the Patient Scheduling family is an escalation point for the most complex scheduling.
• Diligently and efficiently manages scheduling workload from assigned Appointment Request Workqueue (WQ), filters and prioritizes appointment requests per specialty standards keeping close communication with the providers and clinical team members to verify any change requests and ensure continuity of care.
• Verifies referring physician orders against scheduled appointments for accuracy.
• Responsible to coordinate scheduling of multiple/cyclical (e.g., laboratory tests, radiologic imaging, and procedures ...) at correct intervals to clinic and treatment appointments. This position is an escalation point for the most complex scheduling.
• Builds and supports trusting relationships with provider and clinical team to providing holistic and patient centered scheduling services, while advocating for patient's needs (transportation, financial, logistical) and coordinating care appointments across multiple campuses.
• Communicate with Financial Advisor when the patient has concerns/questions about financial responsibility for appointments /treatments/procedures scheduled. Direct patients to call insurance provider for copay or benefits information or transfer callers to Financial Advisor for specific payment inquiries, including self pay plans.
• Responsible for registration of patient (prior to visit and/or upon arrival); including entering/updating demographics, insurance verification, document scanning, and processing of referrals.
• Responsible for checking out patients from clinic visit, providing options for receipt of after visit summary and support for EMR patient portal (EPIC MyChart) sign up.
• Manages department Scheduling Inbasket and voicemails. Engages with patients in a timely manner; provides complete and accurate information to the patient regarding prep and other exam related notes.
• Provides courteous and timely response to scheduling requests via electronic patient communication/ interactions including MyChart messages and Artera text messaging platform.
• Schedules referral appointments for external offices, faxes/sends necessary referral and medical records to referred physician office utilizing specialty software modules such as Beacon, ...
• Demonstrates professional communication with patients and all team members. Responds to employee and customer complaints in a professional and positive manner at the request or absence of the supervisor.
• Attends and actively participates in staff training or educational activities relating to job role. Scheduling lead may train lower level schedulers.
• Demonstrates the initiative to assist others and serve as mentor for new team members as needed.
• Monitors scheduling volume (appointment request work queues, call volume), assigns staff based on fluctuations and ensures department meets service level goals.
• Serves as an operational resource and supports daily staffing plan needs.
• Audits team member productivity to ensure consistency of service and reviews data with staff.
• Provides ongoing training to team members on clinic-specific workflows using approved materials and interactive hands on exercises.
• Provides performance…