Patient Scheduler- Casual

This position acts as an intermediary between the department and the customer to meet the customer’s need for information, support, assistance and scheduling of outpatient rehabilitation services. The scheduler helps the organization and department understand customer’s needs, expectations, or difficulties by creating positive relationships with the department, therapists, support staff, patients, their families, and referral sources. Using critical thinking skills, the employee will interact with customers to provide and process information in response to inquiries, concerns and request about Independence Health System services using a vast arrangement of technical resources that will allow the department to maintain focus on the needs of our communities.

The employee is ultimately responsible for creating an exemplary customer service experience that encourages ongoing relationship with the department and organization, while focusing on the patient’s needs. Will efficiently and accurately schedule patients for outpatient rehabilitation services, as well as obtain update patient information and insurance coverage. Possesses excellent customer service skills when interacting with patients, families, physicians, staff and team members.

Prior clinical experience, telephone experience and scheduling experience preferred for this position. Participates in orientation, continuing education offerings and annual competencies.

• Possesses a knowledge of the Outpatient Rehabilitation Staff, including their specialties
• Maintains positive relationship with referral source and outpatient rehabilitation services support staff
• Answers calls quickly, efficiently and with a customer friendly approach
• Assists customer in finding a therapist, based upon their preferences, needs, and location
• Informs supervisor/manager for problematic situations and demonstrates ability to support recommendations/decisions
• Attempts to convert all therapy referrals into an office visit
• Checks first available appointment if applicable
• Schedules appointments appropriately using tools available
• Contact user departments to address special circumstances for scheduling
• Takes responsibility for asking for assistance when needed
• Follows chain of command
• Ensures communication with all patients/coworkers
• Interacts professionally with patient/patient representative for obtaining information
• Communicates with departments any add-on, or cancellations for same/next business day
• Demonstrates positive verbal communication skills, including active listening
• Ability to maintain professional behavior in difficult situations
• Excellent interpersonal, written and oral communication
• Follow the chain of command with communication
• Supports performance improvement initiatives
• Assist with data collection
• Responsible for a number of statistical reports to determine the volume of calls and referrals coming through Centralized Scheduling in the Outpatient Rehabilitation Department
• Informational Needs of Customers
• Provide patient with Department and system information to include locations, addresses, parking etc.
• Responds to customers inquiries
• Maintain working knowledge of department applications such as EMR, Allscripts, STAR, IDX, Microsoft Outlook, Word and Excel
• Registration of scheduled patients
• Obtain patient prescription via Allscripts if available
• Verify insurance and obtain authorization if required, following insurance guidelines
• Verify information in EMR for accuracy
• Call patients to verify information as needed
• Pre-register scheduled patients within department/facility guidelines
• Notify department if information is needed from patient once they arrive for their scheduled appointment
• Ability to perform necessary updates in patient record
• Other duties as assigned.

• High School Diploma, GED or higher level of education.
• One (1) year of recent experience in patient access, scheduling, cash collections, insurance and/or precertification requirements or directly related experience in a hospital.
• Knowledge of medical terminology.
• Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice.
• Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.
• Experience in customer service, telephone experience and Microsoft Office.