Call Center Scheduler/ Patient Access Care Specialist
February 10, 2018
This position is responsible for scheduling across the organization for physicians, medical facilities and medical practices across the system by coordinating all aspects of scheduling including, but not limiting to, facility resources, physicians, authorizations, insurance verification, benefits and setting payment expectations to avoid surprises at the point of service. Using a broad understanding of customer engagement strategies, clinical procedures and company facilities, this position provides patients with an exceptional access experience that is easy, empathetic and differentiated in the marketplace.
Delivers an easy, empathetic and differentiated patient experience in scheduling medical access through coordination of patients, providers, facility resources, ancillary staff, records, referrals, authorizations and payers. Receives and initiates calls to/from patients, providers, provider offices and facilities for scheduling access to services.
Effectively schedules appointments, tests and/or procedures leveraging various electronic medical record / scheduling software systems according to protocols established by clinical staff and scheduling standards. Utilizes effective thought leadership in identifying alternative schedule solutions in the event patients preference is not available.
Obtains patient demographics, insurance information and necessary documents required to secure authorizations, referrals, or other data as determined by various facilities and insurance carriers. Responsible for obtaining quality and accurate data during the intake/registration process. Acquires and documents pertinent patient medical information in accordance with procedural guidelines.
Provides patients with information, pre and post-test instruction, provides location of appointment and directions. This position answers questions as necessary within guidelines and protocols. Refers questions to medical offices as appropriate. Ensures patient has no surprises at point of service by setting payment expectations, as well as, providing estimated payment detail where applicable.
Effectively communicates and builds impactful relationships through written, digital and verbal channels with patients, facilities, providers and other clinical colleagues to ensure an easy, empathetic, solution-orientated patient experience, included but not limited to phone, chat, email, electronic medical record messaging and other digital channels. Anticipates patient and provider needs and responds accordingly.
Solicits, labels, stores and manages scanned documents and orders received from physician offices in the document imaging software system. Ensures that all appropriate documents are received prior to appointments and ensures that orders are compliant with each facilitys policy.
Where applicable, collects pre-payments and verifies insurance coverage to ensure no surprises and enable patient ease.
High school diploma/GED or equivalent working knowledge.
Demonstrated ability to provide essential customer service and knowledge in a high paced contact center environment as typically demonstrated with 1 year of experience, preferably in a leading customer service brand, healthcare or managed care. Ability to use technology tools to research and obtain accurate information to respond to customer inquiries via incoming calls, emails and/or instant messaging/chat avenues while maintaining a professional solutions / service oriented demeanor at all times. Effective ability in building customer loyalty through a willingness to care for the consumer, as well as, providing an easy experience. Demonstrated ability to utilize computer and typing skills.
Excellent communication skills to maintain a positive and helpful attitude with customers, providers and clinic operations. Must have the ability to follow oral and written directions as they relate to the functions listed above. Must have the ability to acquire and utilize a sound knowledge of the companys customer information systems, as well as, fundamental knowledge of the organizations benefit programs, as described above. Must possess excellent organizational and time management skills to display the ability to provide timely, accurate information on a variety of benefit-oriented subjects.
Experience in an in-bound call center or scheduler in a practice management environment preferred.
Additional related education and/or experience preferred.
Internal Number: 214741
About Banner Health
You want to change the health care industry – one life at a time. You belong here. You’re excited to be part of the dramatic changes happening in the health care field. In fact, you thrive on change. But you also understand that excellent, compassionate patient care is the true measure of the success of these changes. You belong at Banner Health. Our award-winning, comprehensive health system includes 23 hospitals in seven western states, primary care health centers, research centers, labs, a network of physician practices and much more. Throughout our system, skilled, compassionate professionals use the latest technology to change the way care is provided. If you’re looking to be a key contributor to a forward-looking organization, you’ll experience a wide variety of professional advantages: •Our vision for changing the future of health care gives you the opportunity to leverage your abilities to achieve something historic. •Our expansive system offers you an unmatched variety of clinical settings – from large urban trauma center to small rural hospital, ambulatory to home health. Our system also includes hospitals specializing in cancer, heart health and pediatrics. •Our many loc...ations also translate into a broad selection of exciting and rewarding lifestyle options – from the big city to the wide-open spaces. •Our commitment to healthcare innovation means you always have the latest technologies at your fingertips to help you provide the finest care possible. •The size, success and growth of our system provide you with the stability and options to pursue your desired career path. •Our competitive compensation and comprehensive benefits offer you options to complement your unique needs.