Healthcare Scheduler

Healthcare Scheduler - Patient Contact Ctr Imaging

Banner Health is leading the change in healthcare to make the experience the best it can be. We are seeking motivated and enthusiastic candidates to join our dynamic team of Health Schedulers. This position involves answering inbound calls, scheduling, rescheduling, and canceling patient appointments, as well as answering patient questions regarding basic medical questions and procedures. You will provide instructions to patients to ensure they are prepared for examinations and procedures, and confirm appointments. Excellent communication and extraordinary customer service skills are essential. This role offers room for growth and great stability.

Remote Work Requirements

Successful candidates must have a designated distraction-free work area, attend all training sessions, and have an established, hardwired internet connection. Comfort working with multiple, complex scheduling systems simultaneously and navigating them effortlessly is required, often viewing 8 or more windows at a time. This is a high-volume call center role requiring back-to-back calls (50+ inbound calls daily). Cross-training in other scheduling departments may be required.

Department and Shift Information

This role supports various departments including Hospital Imaging Centralized Scheduling, Banner Imaging, Primary Care, MD Anderson Cancer Center, and Specialties like Orthopedics, Sports Medicine, Urology, Neurology, and Pediatrics. Full-time shifts vary between 6:00 am - 7:00 pm, Monday through Friday, with potential Saturday shifts (8:00 am - 1:00 pm). Training is conducted remotely, Monday-Friday, 8:00 am - 4:30 pm, with equipment provided. Cameras are required during training and meetings. Shifts are not flexible for personal appointments.

Position Summary

This position is responsible for system-wide scheduling for physicians, medical facilities, and practices. It involves coordinating facility resources, physicians, authorizations, insurance verification, benefits, and setting payment expectations to ensure an exceptional customer experience. Utilizing a broad understanding of customer engagement strategies, clinical procedures, and company facilities, this role provides accurate and timely information for an easy, empathetic, and differentiated patient experience.

Core Functions

• Schedules medical appointments by coordinating patients, providers, facility resources, ancillary staff, records, referrals, authorizations, and payers.
• Receives and initiates calls to/from patients, providers, provider offices, and facilities, following established scheduling procedures and protocols.
• Effectively schedules appointments, tests, and/or procedures using various electronic medical record/scheduling software systems according to protocols and standards.
• Identifies alternative schedule solutions when a patient's preference is unavailable, adhering to procedures and ensuring patient safety.
• Obtains patient demographics, insurance information, and necessary documents for authorizations, referrals, or other data as determined by facilities and insurance carriers.
• Accurately obtains and documents pertinent patient medical information in accordance with procedural guidelines.
• Provides patients with information, pre and post-test instructions, appointment locations, and directions. Answers questions within guidelines and refers complex queries to appropriate medical offices.
• Sets payment expectations and provides estimated payment details to ensure patients have no billing surprises.
• Effectively communicates with patients, facilities, providers, and clinical colleagues through various channels (phone, chat, email, EMR messaging) to ensure an easy, empathetic, and solution-oriented patient experience. Anticipates patient and provider needs.
• Manages scanned documents and orders in the document imaging software system, ensuring compliance with facility policies.
• Collects pre-payments and verifies insurance coverage where applicable.
• Handles inbound and outbound customer and staff communications for all facilities.
• Works with various departments to provide accurate managed care information.

Minimum Qualifications

• High school diploma/GED or equivalent working knowledge.
• 1+ year of customer service or related experience in a healthcare setting (medical office/clinic, hospital scheduling, lab, medical transcription, medical assistant, or medical receptionist).
• Demonstrated ability to provide essential customer service and knowledge in a fast-paced inbound contact center environment.
• Ability to utilize technology tools to research and obtain accurate information via calls, emails, and/or chat, maintaining a professional and service-oriented demeanor.
• Effective ability to build customer loyalty through positive interactions and provide an easy experience.
• Demonstrated computer and typing skills.
• Excellent interpersonal and communication skills with a positive and helpful attitude.
• Ability to follow oral and written directions.
• Ability to acquire and utilize sound knowledge of company customer information systems.
• Excellent organizational and time management skills.
• Accurate and efficient keyboarding skills and proficiency with common office software.
• Effective teamwork skills and ability to meet deadlines and productivity standards.

Preferred Qualifications

• Experience in an inbound call center or as a scheduler in a practice management environment.
• Knowledge of payor contract terms and processes.
• Familiarity with medical terminology.

Key skills/competency

• Healthcare Scheduling
• Customer Service
• Call Center Operations
• Patient Communication
• Medical Terminology
• Electronic Health Records (EHR)
• Appointment Management
• Insurance Verification
• Problem-Solving
• Interpersonal Skills