The Scheduling Coordinator I (Patient Coordinator I) greets and establishes first contact with patients, or performs in a call center capacity. Confirms and updates patient demographics and verifies insurance as necessary to ensure that patients have appropriate insurance for physician they are seeing.
Roles & Responsibilities:
- Answer 70-100 patient calls per day in a fast paced call center.
- Demonstrate exemplary customer service and soft skills
- Maintain impeccable attendance
- Greet patients via telephone and schedule appointments while simultaneously updating their insurance/demographics in the patient medical record
- Communicate with appropriate front end staff an report any escalations to ensure the patient has a positive experience during the scheduling process
- Collect or retrieve referrals or insurance authorizations as required
- May schedule patient for follow-up appointment as needed
- Provide patient with guidelines for requesting medical records if necessary
- Ensure that patients are appropriately scheduled for the physician they are seeing and that they have a clear understanding of location
- Follow all HIPAA and any other governmental or state agency requirements regarding the appropriate handling of PHI documents
- May initiate reminder phones calls for appointments
- May perform additional tasks within the call center
Requirements:
- High School graduate/GED
- Minimum one year call center related experience (high call volume environment)
- Experience with patient scheduling preferred
- Must have a minimum of one week training on-site, which will be provided by practice
- Hospital scheduling and registration systems including, but not limited to, Epic, IDX, Cerner, RIS, Eagle, ECW
- Computer: Microsoft Office, Outlook
- Patient-based customer service and soft skills
- Multi-tasking
- Excellent written and oral communication skills