Summary:

The Support Center Specialist/Scheduler is primarily responsible for managing patient access to the clinic by identifying and responding to patient needs. Primary responsibilities include managing the telephone traffic into Grace Health by delivering service to the patient or transferring to the appropriate department/location with preparatory information for expedited service. Managing patient demographic and contact information is high priority during all patient contacts. The Support Center Specialist/Scheduler influences patient flow and the general pace of the business day through scheduling decisions and work pace.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage telephone traffic into the support center by answering incoming calls within two rings
• Answer telephone calls courteously using proper greeting and name
• Schedule patient appointments, monitoring the schedule to ensure appropriate appointment placement, allotting sufficient time for special procedures or lengthy exams
• Screen incoming calls and transfer calls to other staff as necessary
• Place outbound follow-up calls or transfer calls to front offices and/or Patient Care Coordinators
• Task Nurse/Medical Assistant or Patient Care Coordinator with patient information or questions
• Answer questions about appointments, Sliding Fee Scale, or other issues as needed
• Reschedule appointments
• Update patient’s demographic information in NextGen
• Communicate and interact effectively with patients and families, physicians, and peers to maximize successful patient outcomes
• Collect payment information for payment on accounts
• Check NextGen task and handle requests and job assigned therein efficiently
• Perform all other duties as assigned

OTHER ESSENTIAL DUTIES and RESPONSIBILITIES:

• Grace Health recognizes that managing patient care is a team effort that involves clinical and non-clinical staff. All employees must embrace a team-based approach to patient care and understand that each role is important to our success.
• Team members must demonstrate excellent team communication and coordination to provide quality patient care.
• Care coordination includes communicating with community organizations, health plans, facilities, and specialists.
• Care team members understand and embrace the concept of population management and proactively address the needs of patients and families served by this practice.
• Team members must demonstrate skill and knowledge related to effective communication with vulnerable patient populations.
• Team members must participate in Continuous Quality Improvement activities within the organization to ensure patients receive high quality care.
• All team members will be involved in the process of improving quality incomes.
• Team members will participate in the review and evaluation processes of practice performance and help to identify opportunities for improvement.
• Team members will participate in Grace Health's advocacy program.

GENERAL DUTIES:

• Follows policies and procedures of the office, including administrative, quality assurance, and personnel
• Maintain good attendance (daily, meetings, and other assignment tasks)
• Maintain timely documentation of all work assignments
• Maintain patient confidentiality
• Routinely keep supervisor informed about attendance and job assignments
• Flexible in being able to multitask
• Work effectively and at an efficient pace
• Work cooperatively with physicians, administration, and peers

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to assist in advancing Grace Health’s mission and to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS:

• Listening skills
• Problem solving skills
• Pleasant personality
• Cooperative attitude
• Written and oral communication skills
• Organized work habits
• Computer skills

EDUCATION and/or EXPERIENCE:

High School Diploma or equivalency required

At least one (1) year medical office experience strongly preferred

BENEFITS:

• Safe harbor 401(k) with match potential
• Paid time off
• Family friendly work environment
• Health insurance
  • Wellness program
  • Health savings account
  • Pharmacy benefit
  • Employee visits for medical services
• Dental insurance
• Vision insurance
• Life Insurance
• STD/LTD
• EAP & Work life services
• Voluntary benefits
• Hospital indemnity