Patient Scheduling Representative

Responsibilities and Essential Job Functions

• Position responds to a high volume of incoming telephone calls. Responsible for accurate scheduling/rescheduling / cancellations of patient visits; including clinic appointments (in person and telehealth), treatments such as (chemotherapy, radiation therapy, surgeries, procedures and or ancillary services) using extensive knowledge of appointment types, locations, providers and specialties.
• Responsible for registration of patient (prior to visit and/or upon arrival); including entering/updating demographics, insurance verification, document scanning, and processing of referrals. Educates patients on providing medical records and other medical documentation needed for TUKHS appointments. Schedules referral appointments for external offices, faxes/sends necessary referral and medical records to referred physician office utilizing specialty software modules such as Beacon. . .Delivers expert knowledge regarding clinic-specific processes & communicates using medical terminology and grammer accurately.
• Completes daily reminder calls to patients prior to the day of service.  Assists with daily charge audits as directed.  Assists with maintaining and organizing various logs, records, and miscellaneous data as directed.
• Prepares patient charts prior to the day of service to include reports, office notes, etc.  Contacts manufacturer representatives to notify them of scheduled procedures when applicable.  Maintains calendar within the scheduling system to reflect accurately. Prepares and distributes schedules as required and in a timely manner.
• Scheduling at this level is often for multiple/cyclical events (e.g. laboratory tests, radiologic imaging, and procedures, etc) at correct intervals to clinic and treatment appointments. Scheduling must be verified with referring physician orders for accuracy. Familiar with and demonstrates ability to effectively use the automated scheduling program and keep current with changes, updates, revisions, etc.
• Diligently and efficiently manages scheduling workload from assigned Appointment Request Workqueue (WQ), filters and prioritizes appointment requests per specialty standards keeping close communication with the providers and clinical team members and support staff on various patient issues and to verify any change requests and ensure continuity of care.
• Demonstrates ability to schedule procedures in a manner to maximize utilization of available time and meet needs of the physician / patient.  Is responsible for communicating and clarifying information or schedule changes to appropriate persons to facilitate minimal scheduling errors.
• Learns and builds knowledge and understanding of scheduling guidelines, patient registration, pre-certification requirements and basic levels of health insurance and billing procedures. Maintains knowledge of order entry and scanning capabilities as needed.
• Identifies urgent customer needs or operational issues, and escalate appropriately. Accurately documents and routes calls to the proper department.
• Communicate with Financial Advisor when the patient has concerns/questions about financial responsibility for appointments /treatments/procedures scheduled. Direct patients to call insurance provider for copay or benefits information or