A Brief Overview

The Scheduler works in a call center environment, where most of the work is done by phone and computer with Patient Access. The expectations of the is to assist Patient Access in an accurate and timely manner with all of their scheduling and call needs, as well as to identify additional services that the Patient Access may need above and beyond what they may have requested. The Scheduler typically receive (inbound) and/or make (outbound) 75 - 100 calls per day, and are expected to appropriately book 90% or more of the calls they handle for services. The Scheduler is responsible for scheduling for the multiple sleep lab locations which constitute their Pod, throughout their shift. They must remain current with knowledge and skill to support the health system, providers, and department protocols and have the ability to use a myriad of systems that are essential to accurate scheduling. The Scheduler must be intuitive to the caller's needs regarding appointments requests as well as other needs such as directions, site navigation, preparatory instructions and other key information. The role of Scheduler is complex and requires critical thinking, problem solving, active listening, and heightened professionalism to appropriately resolve each call and while creating a relationship to support return calls for future services and needs.
What You Will Do

• Integral member of the UH Sleep Center Patient Access Services Team serving as an ambassador (diplomat) for the UH enterprise, promoting services and expediting appointment, support and other needs on behalf of the patient /family and provider.
• Acts in coordination with the patient care team, by providing real time service support and seamless delivery of the world's best appointment booking experience as the main focus of each call handled!
• Using required knowledge and leveraging exceptional listening, communication, anticipatory, process and solution skills the Schedulers are dedicated to providing an unsurpassed first impression for our patients, Patient Access and physicians.
• Manage complex appointment scheduling events linking primary care, consults and ancillary services. The outcomes of their expertise and ability to deliver single call solution for each interaction will demonstrate seamless access and communication, resulting in satisfied Patient Access
• Influence the patient's impression and experience through every step of the patient's encounter, beginning with the scheduling services, verifying patient, insurance, demographic and registration information.
• The greatest value that the Scheduler brings to the patient is to provide efficient, effective service in warm and friendly manner.
• Responsible for collecting timely, complete and accurate data to ensure patient safety, appropriateness of the service and provider as well as to ensure that expected reimbursement is collected for services rendered.
• Ensure that every patient/family who calls for an appointment, obtains an appointment in a timely and accurate manner with the highest form of Patient Access and personalized service and support ethic by engaging with all callers in a professional and personable manner, as a representative of University Hospitals Health System
  
  • Leverages internal and external solutions to effectively manage patient requests including identification of the right provider, service and logistics
  
  • Demonstrates Knowledge about University Hospitals Health System services by region, in order to offer patients services in locations most convenient to them
  
  • Offers every caller the opportunity to schedule additional appointments, or to obtain additional service, every time
  
  • Schedules patients for services and obtains physician orders, pre-registration, secure benefits and authorization
  
  
• Reviews electronic medical records and calls patients who needs sleep study appointments
• Creates a sense of care for the patient through active listening and excellent communication and closure skills and demonstrate the highest level of Patient Access service through courtesy and concern.
• Reviews medical necessity for services, determine financial responsibility, clearly communicates the outcomes to the patient and helps to provide additional help as needed
• Enters and validates medical, demographic, insurance, financial, and business data in a timely and courteous manner in appropriate systems to ensure master patient index integrity and creation of an accurate appointment/encounter and claim
• Explains pre-appointment clinical preparation requirements such as Bed and wake time, caffeine consumption limitation,
• Provides patient education about third party coverage and liabilities; communicate possible payment options. Collect, post, and balance co-pays, deductibles and other patient payments.
• Handles and manage a wide variety of patient inquiries regarding physicians, services and logistics to ensure access to care with maximum throughput and minimal delay
• Maintains expertise in PAS legal and compliance requirements; incorporates principles into workflows.
  
  • Maintains up-to-date knowledge of computer systems, insurance/government regulations and UH/PAS policies/procedures used within the department
  
  
• Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency.
• Recruits and advises patients to access My UH Care Personal Health Record
• Meets or exceeds productivity and quality standards within first 90 days of employment and ongoing
• Works to maximize inbound and outbound call performance ensuring departmental performance exceeds targets defining excellence in service.
• Understand caller needs and quickly helps to complete and/or transition the call seamlessly as appropriate
• Understands and appropriately escalates to supervisors for support when needed quickly and seamlessly to meet and recover any service delivery.

Additional Responsibilities

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Qualifications:
Education

• High School Equivalent / GED (Required) and
• Associate's Degree or progress towards degree (Preferred) and
• Completion of medical terminology coursework, or may be required to complete within six months of hire. (Preferred)

Work Experience

• 1+ years experience in scheduling, patient access (Preferred) and
• Experience using clinical computer systems (Preferred)

Knowledge, Skills, & Abilities

• Demonstrated ability to use PCs, Microsoft Office suite, and general office equipment (i.e. printers, copy machine, multi-line phone, etc.). (Required proficiency)
• Detail-oriented and organized, with good analytical and problem solving ability. (Required proficiency)
• Notable client service, communication and relationship building skills. (Required proficiency)
• Ability to function independently and as a team player in a fast-paced environment. (Required proficiency)
• Must have strong written and verbal communication skills. (Required proficiency)
• Professional demeanor. (Required proficiency)

Physical Demands

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely 20 lbs
• Carrying Rarely 20 lbs
• Pushing Rarely 20 lbs
• Pulling Rarely 20 lbs
• Climbing Rarely 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements

• 10%