The Registration Scheduling Representative, under the supervision of the Clinical Manager, provides exceptional customer service by serving as the frontline ambassador of service between the patient and the Medical Center. The Registration/Scheduling Representative ensures a positive patient experience from the time a patient accesses the system. This includes but is not limited to: Closing each encounter in a friendly, helpful manner
Customer Service Responsibilities:
1. Immediately, welcome patients and their family members on the phone and in person with a warm greeting. Use the patient's name throughout the encounter, make eye contact and close every encounter warmly.
2. Answer the telephone within 20 seconds (4 rings) and use the appropriate greeting to include: the clinic/department, your name and an offer to assist.
3. Use professional and courteous language, and maintain a positive tone in every encounter with both external and internal customers. Actively listen to patients to best meet their needs, while showing empathy.
4. Keep patients informed of any delays in the process.
5. Take responsibility for the encounter and received calls, including transfers to internal departments.
Overall Registration/Scheduling Responsibilities:
1. Strive to understand and meet the needs of the patient when multi-tasking, switch gears quickly when checking in, collecting payments, scheduling, rescheduling, coordinating multiple appointments and canceling appointments.
2. Schedule appointments for patients by following individual provider protocols and workflows to ensure accuracy in scheduling.
3. Ensure that each patient is scheduled with the appropriate provider based on the reason for their visit.
4. Maintain daily and future provider resource schedules, including schedule maintenance requests (i.e. opening, closing or changing a schedule) to ensure the provider is scheduled for the correct location and time.
5. Maintain the wait list for each provider and contact patient when there are cancellations.
6. Understand and follow the proper steps to search for a patient record and set up of new accounts. Validate, verify or add insurance, including third party insurance.
7. Stay current on In-Basket messages and patient work queues.
8. Ensure that necessary questionnaires are completed for patient visits.
9. Follow appropriate guidelines and update appropriate clinical team for situations when a patient cannot be seen (i.e. late patient, terminated patient, insurance coverage not accepted, red flag issues)
10. Complete end of day reconciliation of provider schedules.
11. Perform cashiering functions including the collection of co-payments and self-pay balance payments as well as balancing the cash drawer daily, voiding payments as needed and researching issues prior to closing.
12. Maintain confidentiality of patient information.
13. Maintain a neat, clean and professional work area. Keep patient waiting areas cleaned, organized, and with current resource materials.
14. Adhere to departmental expectations (i.e. attend required meetings; participate in quality and process improvement projects, service recovery).
15. Flexible to rotate to other departments and locations and adjust hours when needed.
16. Other duties as assigned.
1. High school diploma or equivalent.
2. 2 -3 years of customer service, reception or business experience.
3. Previous PC experience with the ability to type 30 wpm.
4. Must complete and pass the Proficiency Assessment delivered at the conclusion of the onboarding program.
5. Good decision-making, communication and organizational skills.
6. Ability to perform multiple tasks in a busy, ever-changing environment.
7. Previous phone experience.
1. Background in healthcare, dental or medical insurance.
2. Previous cash handling experience.
Essential Physical Functions.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Ability to sit for extended periods.
2. Ability to see fine print and to use the computer for extended periods.
3. Ability to continuously perform fine motor tasks, such as computer, writing or phone tasks.
4. Ability to hear and converse on the phone and in person.
5. Ability to safely lift lightweight boxes or equipment weighing up to 20 pounds and the ability to push items such as a wheelchair.
6. Depending on specific location or position, the ability to work 1st or 2nd shift hours.
About SSM Health Dean Clinic-
Based in Madison, Wis., Dean Clinic consists of a network of more than 60 clinics in south-central Wisconsin. Our more than 500 physicians provide primary, specialty and tertiary care in the clinics as well as eye care through our Davis Duehr Dean locations. Dean Clinic also offers urgent care services and operates outpatient surgery centers. Dean Clinic joined SSM Health in 2013.