Call Center

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.