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Form of workSalary Range: $19.0800 - $29.3200 /hour. Actual compensation may vary based on geographic location, work experience, skill level, and education.
Assists new and existing patients by determining needs, scheduling, rescheduling, and canceling appointments, updating the schedule of providers as needed, and notifying patients of any scheduling changes. Accurately gathers, verifies, and enters patient data into the appropriate system and documents all call information according to standardized procedures.
Essential Functions
Communicates effectively with clients and medical professionals, presenting a positive impression of the organization. Answer questions and offer other information, as requested, to provide patient-focused service.
Supports phone center with high volume calls averaging 13,000+ calls per month.
Answers telephone calls promptly and politely. Schedules appointments and performs verification according to provider rules and guidelines, documenting service requests. Document all call information according to standard operating procedures.
Coordinates scheduling among multiple parties, including patients, physicians, and facilities to accommodate preferences and urgency. Schedules clients serving multiple medical offices, taking into consideration client location, facility capabilities, insurance requirements, and type of exam.
Assist with patient reminder calls as requested and make, and reschedule appointments when necessary. Educate patients on office policy related to appointments Schedule the proper appointment type (location, time, provider, office location). Obtains proper approval for schedule changes or cancellations as appropriate. Respond to patient portal appointment requests. Manage individual scheduling buckets, including patient cases, portal requests, return-to-office orders, and follow-up on missed/canceled appointments.
Obtains and confirms pertinent billing and demographic information and accurately enters the patient and insurance information into the EHR system.
Works closely with Staff and Physicians and outside Physician offices and Pharmacies to ensure accuracy.
Provide assistance with mailings and other projects as call volume permits.
Clinical Care: Ensure that quality patient care is delivered to all patients on a 24-hour basis, and that the unit is maintained in accordance with professional and regulatory standards and the philosophy and goals of Hoag.
Perform other duties as assigned.
Education, Training, and Experience
Required:
High school diploma or equivalent required 1+ years of previous patient scheduling, call center, or reception experience Basic knowledge of health care terminology Knowledge of Microsoft Office and personal computers
Skills or Other Qualifications
Required:
Excellent customer service skills
Skill in working with Microsoft Outlook and EMR Systems
Good problem-solving, interpersonal, communication, and organizational skills
Ability to work in a "call center" environment: work quickly and multi-task.
Ability to handle confidential and sensitive information
Ability to work in high volume/fast-paced environment
Ability to learn basic computer programs and processes
Hoag is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Hoag is committed to the principle of equal employment opportunity for all employees and providing employees with a work environment free of discrimination and harassment. Hoag hires a diverse group of people in a manner that allows them to reach their full potential in the pursuit of organizational objectives.
