Physician Scheduler Job Norman area,Oklahoma USA,Customer Service/HelpDesk

POSITION SPECIFIC

DUTIES & RESPONSIBILITIES:

Responsible for scheduling functions, including general scheduling appointments, contacting consumers regarding scheduling/re-scheduling, and notifying consumers of changes to appointments.
Responsible for scheduling/rescheduling for specialty programs including, but not limited to, CCBHC, Suboxone, and MAT-Specialty Court.
Responsible for scheduling emergent appointments for both Adult and Child Psych consumers.
Responsible for management & daily outreach of consumers who are due back in clinic for their
next appointment.
Responsible for outreaching consumers who have called the nurse line and it is determined by nursing staff that an appointment with their provider is needed.
Responsible for manually outreaching to provide consumers with a reminder call for all Adult New Patient, CCBHC, and Suboxone induction consumers.
Will also be back-up for Child Psych New Patient consumers when Child Psych Case Manager is unavailable.
Responsible for outreach to consumers to offer same-day appointments when there is availability that cannot be utilized by intake (same-day new patients) or walk-in consumers.
Responsible for ensuring scheduling blocks are managed appropriately to ensure adequate time for all reserved scheduling needs to include new patients, follow ups, emergent and Intensive (hospital discharges).
Ensure all schedule changes are completed within a day of confirmed supervisory approval.
Responsible for ensuring scheduled maintenance work is completed daily and in a timely manner.
Responsible for researching & entering all established/mandatory holidays, meetings & agency events at the beginning of each year.
Periodic review to ensure no additions or changes have occurred.
Responsible for researching consumer demographic for additional contact numbers and manually completing the reminder call process when the automated system reports a disconnected or non-working phone number.
Responsible for communicating scheduling changes/updates to appropriate staff as determined by department supervisor.
Responsible for resolving all cancellations and no-shows off the scheduler by entering corresponding note into EHR.

Customer Service:

Be familiar with CCBHC standards, understand the history, philosophy, structure and purpose of CCBHC and demonstrate fidelity to the model
Maintains a welcoming friendly approach during all phone interactions.
Communicates agency information and relevant policies to the consumer.
Maintains HIPPA compliance during encounters with individuals who are not listed as a treatment advocate for the consumer.
Has knowledge of agency and community services.
Report to their Supervisor concerns regarding safety, customer service, consumer complaints, and noncompliance activities of agency policies and procedures.

Phone Duties:

Demonstrates proper telephone etiquette and maintains solid customer relations by handling questions and concerns promptly and with courtesy and patience. Takes and distributes messages as requested.
Calmly and efficiently assists with complaints and difficult or emotional consumer situations;
Handles all situations in a professional manner always exhibiting excellent customer service skills. Has knowledge of agency and community services.
Promptly reports to the Supervisor concerns regarding telephone dysfunction, safety issues, customer service and / or consumer complaints, and noncompliance activities of agency policies and procedures.
Utilizes the EHR system efficiently to answer caller’s consumer-related questions and use research skills to trouble shoot customer / staff problems. Protect consumers’ rights by maintaining confidentiality of personal information.
Identify areas of system improvement; reporting needed changes to…