Clinical Scheduler

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As a member of Neurosurgery clinical scheduling team, provides comprehensive clinical and OR scheduling for the department. Team members provide highest level of clinical support to their assigned sections. This position is responsible for providing exceptional customer service to the patient and provider in response to inquiries and requests, scheduling, and confirming patient appointments, and communicating with Yale Medicine departments as appropriate.

Receives high volume of incoming calls and faxes and will be expected to assess the nature and urgency of the inquiry in order to determine assistance and/or direct the caller.

This is a hybrid role with a minimum of two days on campus with the hours of 8:30 AM - 5 PM.

• Demonstrated experience with clinical scheduling. Proven experience with EPIC. Proven experience with surgical scheduling.
• Demonstrated experience with Microsoft suite for administrative task ( emailing faxing, scanning). Ability to regularly exercise initiative and use sound independent judgement and critical thinking to effectively and appropriately manage patient/caller interactions. Ability to utilize active listening skills to accurately assess and direct callers to the appropriate resource.
• Outstanding interpersonal skills. Extraordinary customer service skills with ability to professionally and effectively interact with all members of the patients care team (including but not limited to the patient, parent, primary care provider, etc.). Demonstrated actions as a caring and motivated team player.
• Flexibility and willingness to cross cover assignments as needed. Attention to detail.
• Ability to be sensitive to the needs of patients and families. Ability to deal with confidential and sensitive patient information in a professional manner while complying with all HIPAA regulations.

• Demonstrated ability to handle heavy phone volume.

• Answers telephone calls and assess urgency of call. Provides assistance or directs caller to appropriate person, contacting physician/nurse directly for urgent needs. Provides assistance to other receptionists in screening patient calls.
  2. Provides specialized information related to section, policies, procedures, insurance and services. Assists patients with the completion of forms.
  3. Builds monthly provider master schedules and clinic calendars from established sources and verifies provider sessions worked. Modifies master schedules to accommodate time off, extra patients, hospital emergencies, etc. Creates patient bump lists as necessary due to last minute provider call outs.
  4. Schedules patient appointments and resolves scheduling conflicts. Notifies patients of changes/cancellations and prioritizes urgency of appointments for rescheduling. May schedule patients into clinical research studies.
  5. Receives patients and visitors. Secures names and needs and directs accordingly. Updates patient information and verifies insurance information, level of services and tracks referrals when necessary. Initiates billing process by completing patient encounter forms and accepts and processes fee for service payments.
  6. Books diagnostic tests and specialized appointments for patients at hospitals and other medical facilities and ensures patients are provided with necessary paperwork and specialized instructions for procedures.
  7. Schedules surgical procedures for patients. Coordinates available dates for surgery and scheduling of pre and post operative exams and lab work. Obtains and distributes necessary paperwork and maintains system to track completion. Coordinates surgery schedule changes as necessary.
  8. Schedules and coordinates departmental meetings, classes, clinics, conferences, etc. 9. Utilizes computer input…