Central Scheduling Representative, Elite Orthopaedics - Hollidaysburg, United States - UPMC

Description

Serve as a front-line resource for PSD Departments to coordinate access of the external public to our care providers and ensure the goal of 72 hours of patient access is met.

• Take responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounters for messaging.
• Obtain chief complaints to schedule appropriately.
• Coordinate access to care for patients within their department or location.
• Schedule appointments according to the physician templates for similar types of physicians, generally at one office or multiple session timeshares (single specialty phone room or front desk environment).
• Review and verify the patient's insurance information.
• Routinely attend department meetings and ongoing in-service and training programs, to present and exchange pertinent information.
• Answer multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent.
• Appropriately distribute/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.). Work the overflow call list and Audiocare report.
• Treat all patients with respect and demonstrate the behaviors learned in the Patient Ambassador Program.
• Review, verify, and enter the patient's demographic information to ensure data integrity.
• Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
• Schedule appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.
• Give basic information to patients (directions, parking information, and required preparation for appointment). Function at multiple sites as requested by supervisor.
• Compile and send new patient packets or flag patients it needs to be completed upon arrival.
• Monitor patient wait list report.
• Understand UPMC 72-hour appointment requirements and work to ensure guidelines are met.
• Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.
• Completion of High School Diploma/equivalent and 1 year of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting will be considered.
• Associate's degree and 6 months of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting preferred.
• Must have experience with personal computer-based applications, including email, and experience with other various office equipment.
• Must be able to multitask at a high level.
• Able to interact with a variety of external and internal constituents, including patients, patients' families, internal physicians, referring physicians or their clinical/office staff, insurance companies, and nurses.
• Experience with/knowledge of medical terminology and multi-line telephone systems is preferred.
• Electronic scheduling system experience is preferred.
• Must be able to learn and apply third-party payer guidelines and reimbursement practices.
• Basic knowledge of health insurance preferred.
• Must be able to maintain confidential information.
• Must have strong interpersonal, organizational, and communication skills and be able to remain professional and courteous when dealing with sensitive issues and stressful circumstances

• Act 34