Location: Pittsfield,MA, USA
Job Summary
The Day Scheduling Specialist receives requests to schedule and place orders for BMC/BFS, North Adams Satellite Office and Fairview from all major customer constituencies. The Specialist performs responsibilities within and often beyond the Central Wide Scheduling customer service standards and quality benchmarks. Analyzes customer requests and coordinates accurate, thorough information exchange. Provides accurate triage requests using approved protocols and forwards appropriate requests to clinical departments. Performs multi facility and multi resource scheduling activities for many clinical services including but not limited to: diagnostic X-ray, Ultrasound, CT, MRI and CT with Anesthesia, Nuclear Medicine, Cardiovascular services, Wound Care, Nutrition, Infusion Services, Pulmonary Laboratory, Bone Density, Mammograms, Fluoroscopy, Advocacy for Access, Financial Representatives, BMC Interpreters, NHC, HFH and Cardiology. The Specialist must possess the skills to determine if the office has scheduled the correct exam and works with them, when necessary, based on the Clinical department's recommendations and guidelines. The Specialist must verify all patient demographics and verify correct insurance following strict patient privacy guidelines. The Specialist is also responsible for obtaining insurance authorization, Workmen's Compensation, legal information, and client billing info when applicable. The Specialist will work with clinical areas to accommodate emergent exams and set up translators as needed. The Specialist will access EMR and ITS reports and retrieve prior results as needed. This person is responsible for entering in ICD-10 information and validating that the correct code has been used as appropriate following strict medical necessity standards. Will also handle all patient and MD communication, ensuring that HIPAA standards are followed in doing the mailings. The Specialist is held responsible for obtaining/verifying appropriate insurance authorizations from the various physician practices when required. Must be able to positively accept constructive feedback and mentoring on their productivity and job performance as accuracy, volume of calls, length of calls, length of time away from the phone is being monitored on a regular basis. Must understand that the department supports the clinical areas of the hospital and that they are often expected to go beyond their role to provide top notch customer service. Continually monitors phone que to ensure call center standards are met. Review orders from POI work list and paper when needed, using best judgment to make sure orders match compliance and protocol standards. Communicates status of order with office, and requests new order as required. Connects TW numbers from the POI to order side of bookings. Makes sure the diagnosis fits the exam being ordered. Helps department with call backs for patients needing to return for additional scanning per radiologist request. The Specialist is expected to maintain AIDET standards at all times.
Experience
* Experience in hospital environment preferred.
* Previous experience in hospital Meditech Scheduling and Admitting functions preferred.
* Medical experience preferred.
* Previous experience with Allscripts preferred.
* Previous and/or current medical experience preferred.
Education and Training
* Two years of college or equivalent work experience preferred.
* High School Graduate or equivalent required.
* Medical Terminology required.
License, Certification & Registration
* N/A
Other Requirements
* Demonstrated strong skills in telephone and written communication required.
* Demonstrated customer service focus required.
* Basic computer skills required.
* Proven typing ability.
* Knowledge of outpatient tests, procedures, and appointment types preferred.
* Ability to handle multiple tasks at the same time and maintain composure despite often stressful conditions is required.
* The ideal specialist collaborates effectively with people at all levels, shares new information from the clinical areas with the CWS team, places team and organizational goals above personal goals, is open to new ways of thinking, and adapts quickly to new techniques and work methods.
* The specialist must be able to prioritize successfully, recognize and communicate problems to the appropriate person/system, offer constructive ideas/suggestions for problem solving, speak concisely and to the point, understands the organization implications of errors with situations and events, and is aware of the importance of accuracy in scheduling, filling orders, and advising offices.
* Ability and willingness to train and/or assist in training new hires.
* Ability to fluently understand and speak Spanish is desired.
* Professional presentation with exceptional customer service skills including but not limited to oral, written, and telephone communication.
* Must possess and demonstrate strong organizational skills and flexibility.
* Ability to speak in a clear manner.
* Ability to troubleshoot and maintain proper operation of business equipment.
* Ability to handle stressful situations calmly and rationally.
* Meet pre-established productivity expectations despite multiple interruptions.
* Maintain professional and courteous demeanor in spite of very difficult interactions with patients and provider offices.
* Ability to become liaison to departments we service.
* Individual must possess in-depth knowledge of Central Wide Scheduling and maintain communication to best serve the department (ie: Training, protocols, troubleshooting, patient communication, and continually improving service to their location).
* Ability to reschedule patients and/or block a schedule when a department is down a technician, or machine needs to be worked on.
* Scanning faxed orders into front office scanning.
* Collecting orders off fax machine and making sure requested exams have been rescheduled.
* Coordinating certain exams so required radiologist or technicians are available.