Description

This position performs a variety of clerical tasks including greeting and directing patients, scheduling appointments for physician visits, diagnostic tests and answering telephones. In addition, the Outpatient Scheduling REP II schedules hospital procedures. Under general supervision, the Outpatient Scheduling REP works cooperatively with all team members to provide front office support for the department. These tasks are performed according to department and Medical Center policy.

Core Competencies

Greets and assists patients. Answers telephone calls courteously within 4 rings, identifies self and department, ascertains needs and routes/communicates to the appropriate person. Records and routes messages as indicated accurately. Receives phone calls and messages from patients, providers, and co-workers. Utilizes computerized message center to page doctors or call doctors when requested by other staff providers and or hospitals. Screens prospective new patient and correctly identify patient’s insurance. Verifies insurance eligibility and authorization as needed. Schedules appointments for physician visits, diagnostic tests and answers scheduling Contacts appropriate hospital personnel and schedules hospital procedures. Updates and corrects demographics, insurance and financial changes necessary to maintain accurate account information. Maintains accurate schedules by monitoring physician and technician vacation schedules. Notifies patients and reschedules appointments as needed. Prints schedules, fee tickets, encounter forms, or other reports required for daily operation. Calls patient to confirm next day’s appointments when necessary. Notifies Answering Service with physician on-call information. Updates physician call schedules and communicates changes to supervisors, operators, answering service and office staff. Retrieves, sorts and distributes mail daily. Performs all aspects of Medical Records functions when needed: including but not limited to requesting and receiving pertinent medical information eg previous records, hospital records, especially consults, tests and reports for the patient’s medical chart. Assists patients with completing Release of Information and Request for Information forms. Participates in organizing, filing and or scanning all information in the patient’s medical chart. Maintains scheduling portion of the computerized system by creating and updating provider and diagnostic test schedules. Schedules patient appointments according to department guidelines and demonstrates an understanding of the procedures being scheduled, the preparation and a basic knowledge of what the procedure will entail and authorization requirements. Determines if pre-authorization or referral is required for future follow-up visits and/or tests requested by the physician. Receives and review fee tickets from outgoing patients for completeness. Forwards information to Hospital Managed Care Coordinator and contacts patients to schedule and/or confirm appointment, when necessary. Receives approved authorization and referrals from Hospital Managed Care Coordinator and contacts patients to schedule and or confirm appointments. Maintains safe/clean work environment according to hospital safety and security guidelines. Participates in daily performance improvement huddles and hospital performance improvement activities using lean tools and techniques. Assists with orientation and training of new employees and volunteers as assigned. Utilizes effective communication in all interpersonal interactions including follow-up. Understands basic computer programs.