The Centralized Appointment Scheduler provides patient and provider access to outpatient clinical services by scheduling appointments for VMG Clinics. Requires excellence in customer service, telephone etiquette, scheduling appointments, assuring accurate demographic, insurance updates, messaging and optimizes access to clinical services.
Key Functions and Expected Performances:
- Customer Service and Communication
- PHONE MANAGEMENT:
Respond to each call with the standard greeting: Clinic name or identifier, your name, answers call within acceptable standard. Places caller on hold with permission from caller and for appropriate time frame. Provides complete transfer assistance to all incoming calls when needed.
Demonstrates phone service etiquette.
Utilizes technology appropriately to assure timely call answering. Coordinates efficiencies with co-workers.
Maintains call stats according to unit standards and works to help team achieve statistical goals.
- ON- AND OFF-STAGE BEHAVIOR: Demonstrates on-stage behavior in all settings viewed by patients or visitors. Demonstrates off-stage behavior expected in all settings when representing VU.
- NEEDS ANTICIPATION: Demonstrate ability to identify and proactively assist a patient or visitor. Provide accurate and complete directional assistance independently or through the use of appropriate resources.
- Optimize scheduling access to clinical services
- Assesses and reports problems with template availability, barriers to access; works templates to assure optimum use of resources, rooms, providers.
- Actively works wait-lists in EPIC for providers and departments.
- Works SmartTalk report daily.
- Decision Making and Triage
- Information gathering: Gathers appropriate information from caller, triages according to individual clinic scheduling criteria, and decides level of acuity and appropriate routing.
- Handles emergent and urgent calls appropriately according to protocols. Assures patient, parent, provider gets the information they need.
- When protocol is not available, uses available resources to problem solve.
- Shares gained knowledge with co-workers and supervisor.
Understands medical terminology well enough to discern needs of caller, and which dept/provider needs information.
- Schedules appointments
- Incoming Patient & Referring MD Appointment Requests are scheduled according to clinic criteria
Screen call to assure insurance in-network, and/or request referral.
Select account; Search/assign correct MR number; Enter referring physician, if patient is referred; Enter Primary care physician (PCP), if patient has one; Enter Self-Referred when appropriate;
Schedule patients into the correct visit type for the correct physician;
Complete patient demographic screen; guarantor; emergency contacts.
After scheduling with MD office, connect to Central Registration for input of patients insurance information. If MD office refuses, put insurance information in display notes. If scheduling with patient, transfer to Central Registration for insurance registration.
- Tests and procedures scheduled according to clinic and medical group standards.
- Verify demographic and insurance information via open-ended questions: name, accuracy and spelling, SSN, address, phone ' work and home, employer, insurance information, emergency contact information, guarantor.
If insurance has changed, contact Central Registration to update the registration.
Complete the MSP if Central Registration was unable to complete.
- Utilizes scheduling criteria as appropriate, and exhibits initiative problem-solve is no specific criteria exist or if caller requires exception to the standard.
- MESSAGING: Initiates message by correctly including the following information: Name; At least 2 of the correct identifiers (MR#, DOB, SS#); Reason for call or inquiry.
Forwards messages to the appropriate recipient in a timely manner following clinical protocol.
Responds to all messages using correct spelling, grammar and commentary appropriate for medical record documentation.
- Confirms required referral is in place when caller inquires. Route caller to appropriate person to coordinate referral is necessary.
- Respond to patient or other requests for medical record copies by forwarding such inquiries to the Medical Records department for processing.
- Prescription refills:
Helps coordinate requests for prescription refills according to protocol, via voice mails, message baskets, or fax distribution.
- Manage Clinic Waiting Areas: Maintain orderly appearance of clinic area; Proactively communicate with patients about delays; facilitate needs as families wait.
- Respond accurately to Frequently Asked Questions