Scheduling Center Representative

Job Description

Come join a team that has been serving Wisconsin with exceptional integrated healthcare for the last 60 years! At Noble Community Clinics, we are driven by a shared mission to ensure that everyone, regardless of their background or circumstances, has access to exceptional primary care, behavioral health, dental services and much more in our communities. We foster a collaborative and innovative environment where every team member is empowered to make a difference for our patients. Together, we will create healthy individuals, strong families, and vibrant communities throughout Wisconsin. The right care, the right way!

Purpose

Keep workflow of patient appointments in all sites efficient by scheduling regular appointments and assisting in the triage of emergency appointments. Collect and verify registration and billing information. Respond to general questions that patients may have about services and preparation for appointments.

Essential Duties and Responsibilities

Use a customer service approach with patients on the phone and schedule patient appointments with clinical providers and other professionals using the Epic and Dentrix software systems.

Post schedules and update schedules regularly throughout the day with cancellations, walk-ins, and emergency patients.

Take all necessary pre-registration information from a new patient for scheduling, including current phone or contact number, address, and payer information. These details are confirmed upon check-in for the appointment.

Obtain detailed insurance or payer information and work with billing on real-time verification of coverage.

Assist with triaging phone calls - handle and route all clinic phone calls as required.

Maintain patient call lists for patients who are Available on Short Notice (ASN), for efficient and effective management of provider schedules.

Call patients when authorization for procedures is received and schedule appropriately.

Explain the consent required for guardians of minors or other patients under guardianship.

Maintain sensitivity and adjust response to patients and family members with other backgrounds (language and culture).

Communicate regularly with the front desk staff and monitor the schedule for each site to determine patient traffic and significant blocks of no shows where another patient may be added.

Attend internal/external meetings as needed and/or required by the supervisor.

Maintain high customer service standards to reflect a positive image of the organization.

Work toward achieving performance and quality metrics identified for the Scheduling Center.

Maintain patient confidentiality, following Health Insurance Portability & Accountability Act (HIPAA) requirements.

Maintain knowledge of requirements and other unique characteristics of a Federally Qualified Health Center (FQHC).

Perform other duties as assigned.

Min. Qualifications

Ability to work independently as well as in a group setting ability.

Ability to work under pressure and professionally handle stressful situations.

Strong analytical skills as well as excellent problem-solving skills.

Ability to establish and maintain effective working relationships with providers, other employees, as well as the public.

Possess high ethical standards and adhere to the ethics of the profession.

Ability to respect the confidentiality of patient information while performing job duties.

Excellent interpersonal skills and ability to work collaboratively with patients, counselors and other clinicians.

Excellent organizational skills and attention to detail.

Excellent time management skills with a proven ability to meet deadlines.

Ability to act with integrity, professionalism, and confidentiality.

Thorough knowledge of employment-related laws and regulations.

Proficient with Microsoft Office Suite or related software.

Education/Experience Requirements

High School Diploma or equivalent.

Minimum of three (3) years of experience in scheduling appointments in a call center and/or healthcare setting.

CPR Certification is required.

Language Skills

Bilingual (Spanish) is a plus. Ability to read & interpret documents, reports & correspondence. Ability to speak effectively before groups and/or individuals

It is the policy of Noble Community Clinics to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic under applicable law

Full-time