Patient Scheduler - Call Center

Job Description

Job Summary - Call Center Patient Scheduler

Full Time: Mon-Fri 8am - 5pm

Corporate Office - Lutz (In-office position)

Patient Scheduler - BILINGUAL A PLUS

Provide excellent customer service to patients by capturing a high volume of phone calls and scheduling them efficiently and accurately. Support the overall administrative functions of the office with the end goal of keeping the schedules filled and ensuring patient satisfaction. This position is located in our corporate office in a call center setting. Spanish-speaking and previous call center experience a plus. This is an in-office, full-time days position.

Administrative

Maintain excellent phone etiquette and tone

Ensures calls are answered within 2 to 3 rings max

Keep call hold times to a minimum wait time

Responsible for knowledge of EMR software, data entry, and scheduling techniques

Responsible for knowledge of dermatology procedures, scheduling and time requirements

Adhere to specific guidelines for patient scheduling

Maintain proper communication with supervisor regarding scheduling problems or concerns

Responsible for accurate data collection and entry of patient name, date of birth, social security #, demographics, contact phone numbers, and referral source (how they heard about us)

Obtain accurate new and/or established insurance information and verification that insurance is active and if a referral/auth is needed for the appointment

Responsible for ensuring that insurance referrals/auths are in place prior to scheduled appointments

Responsible for confirming all patient appointments and ensure all patient information is accurate and updated

Responsible for communicating with offices concerning same day add on appointments, cancellations and/or rescheduled appointments

Responsible for fillings first available and empty appointment slots on a daily basis Professional

Demonstrates initiative and responsibility

Detail oriented

Adheres to ethical principles

Time Management

Prioritizes and can perform multiple tasks

Adapts to change

Attends all team meetings and mandatory in-service training/education

Legal

Maintains confidentiality and documents accurately

Uses appropriate guidelines for releasing patient information

Practices within the scope of education, training and personal capabilities

Maintains awareness of federal and state health care legislation and regulations; OSHA, HIPPA, and CLIA

Communication

Recognizes and respects cultural diversity

Adapts communication to individuals ability to understand

Uses professional, pleasant telephone technique

Uses medical terminology appropriately

Treats all patients with compassion, empathy, and mutual respect

Works as a team player

Treats all staff in a professional and respectful manner

Projects a professional manner and image

Consistent attendance and punctuality

Adherence to time clock procedures

Core Competencies

Efficiency

Attention to details

Organized

Punctual

Takes initiative/Proactive

Team Player

Honesty/Integrity

Flexible

Calm under pressure

“A Doer”/Persistence

Problem solver/Strategic thinking/Creativity

Analytical skills

Clear and concise communication/Listening skills

Quick Learner/Intelligence

Follow through on commitments

Enthusiastic/Friendly/ Positive attitude

Openness to advice and constructive criticism

Strong work ethic

High school diploma, AA degree or higher. Knowledgeable in computer programs, EMR systems, customer service, excellent verbal communication skills.

Full-time