Lead Ambulatory Patient Scheduler

At Children's, the region's only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team-and join us in providing brighter, healthier tomorrows for the children we serve. Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.
A Brief Overview
Provides orientation and ongoing training to new and existing members of the Central Scheduling Department. Instructs and serves as a team resource/coach regarding best practices, policies and procedures, customer service, and established workflows within Children's SPC related to scheduling. Facilitates the scheduling process for hospital and Ambulatory Patients. Partners with leadership to enhance workflows to ensure quality scheduling procedures. Serves as point person for handling complaints, initiates service recovery activities, and trouble shoots to provide an optimum patient experience during scheduling activities.
Essential Functions

• Facilitates new employee orientation and ongoing training for new and existing schedulers. Responsible for mastering Electronic Health Record (EHR) and other computer system applications along with the specific workflows of assigned application(s). Develops and maintains training schedule, coordinating course offerings within operational needs in partnership with leadership. Effectively communicates to diverse groups and individuals through strong written, speaking and listening skills. Maintains a supportive learning environment that encourages interactivity and promotes a positive culture at Children's. Discerns learning styles of schedulers and adjusts training delivery to accommodate learners as appropriate Assesses learners' comprehension through end user proficiency and workflow performance. Participates in educational and leadership opportunities to enhance professional growth and gain technical and operational expertise. Conducts post-training evaluation to assess the effectiveness of training, making necessary changes when identified.
• Assists with the daily operations of the central scheduling department. Provides coverage for other schedulers as needed. Actively participates in quality assurance and performance improvement activities. Identifies, implements, and monitors operational changes to improve scheduling in conjunction with leadership. Provides recommendations to policies and procedures. Assists leadership in defining operational protocols. Notifies appropriate leader, clinic or provider if/as Service Recovery is needed to resolve customer complaint/concern.
• Schedules appointments accurately and efficiently Makes appointments from inbound and outbound calls and complete applicable call scheduling tasks. Reschedules and cancels appointments. Coordinates multiple and/or complex appointments. Schedules interpretation services as needed for appointments. Demonstrates positive customer service when greeting patients, care providers and others. Sets the standard for customer service, accuracy, and efficiency with scheduling. Provides patient/family service instructions prior to appointment as directed by service department. Provides directions/maps, and parking instructions as needed. Obtains demographics, guardian and emergency contacts, and guarantor. Updates demographics when patients information changes. Requests referral and or records from PCP at the time of scheduling the appointment.
• Assures Physician orders are linked to appointments in system Links system orders to appointment Reviews daily work queues (WQ's) to assure accuracy of appointment information and completion of needed appointments Corrects errors as identified in WQ's or by peers, leadership, or department. Meets productivity requirements.
• Regular attendance at work is an essential function of the job.
• Perform physical requirements as described in the Physical Requirements section

Education Qualifications

• High School Diploma or GED Required

Experience Qualifications

• Minimum of two years' experience in Patient Scheduling or Healthcare Registration Preferred

Skills and Abilities

• Knowledge of medical terminology preferred.
• Skill in typing and usage of Microsoft Outlook and Word
• Ability to pay close attention to detail.
• Ability to work with minimal supervision.

Licenses and Certifications

• Previous EPIC experience Preferred

Children's is the very best for kids and the very best for your career! At Children's, we put YOU first so together, we can improve the life of every child!

Make a meaningful difference improving the lives of children!

At Children's, the region's only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team-and join us in providing brighter, healthier tomorrows for the children we serve.