The Scheduling Specialist expectation is responsible for accurate data collection, scheduling and pre-registration of all patients presenting for services. Follows established procedures for scheduling the patient to the appropriate department/facility, pre-registration of scheduled patients, verifying coverage through third party payers and investigation of benefits payable efficiently and timely. All duties and responsibilities are to be performed with outstanding customer service. Professional in communication. The Scheduling Specialist is expected to work collaboratively with all external and internal customers to maintain a positive outcome for all La Porte and Starke Hospital.Education:
- High school diploma or equivalent required.
- Medical Terminology course preferred
- Associates or Bachelor's degree in related field preferred Associates or CHAA preferred
Experience:
- Computer knowledge and experience. Office experience. 1-2 years of insurance experience helpful. 1-2 years of previous customer service experience
- No licensure required.
- Minimum of [one] years' experience in Scheduling functions role, in office environment preferred.
- Strong Customer Service Skills
- Typing skill at 40 wpm
- Demonstrates extensive knowledge of interviewing customers and insurance knowledge.
- Has a successful record of adding value to organizations through the proactive analysis and resolution of potential barriers that may negatively affect the organization.
- Demonstrates a record of significantly improving patient experience.
- Possesses superior communication skills, demonstrate the ability to work in a team environment, and be able to effectively direct front and back-end work processes and personnel toward a common goal.
General Responsibilities:
- Schedule patients to the standard of encounters of 40-45 patients, daily. Monitors the call light to assure no abandoned calls occur. Abandoned Call Rate Standard of 10 or less. Follow up with voice mail messages timely. Surveillance/observation of phone calls may be monitored for quality purposes.
- Explains and knowledgeable of payment procedures and assists in collection of co-payment and deduction. Utilizing Revspring, MDsave and Financial Assistance, prior to patient's arrival date.
- Pre-register the patient with accurate data collection, insurance verification and inform patient of co-pay and deductibles. Pre-registration to be 96% of scheduled patients, is the expectation.
- Receives orders from physician for patient prior to testing. Verifies accuracy of orders before sending to the ancillary departments.
- Confidentiality - Maintains at all times the confidentiality of any member or employee private, financial, or personal health information, records and data to which there is access. Views, uses, discloses or provides access to such information only for reasons minimally necessary to perform duties.
- Responsible for gathering accurate and complete information for the billing and collection process. Meet or exceed the registration accuracy of 96% or greater monthly and consistently.
- Communicates detailed prep of test to physician, physician office staff, nursing staff, or patient by verbal or utilizing the Test Facts when appropriate. Must be sure to read the scheduling guidelines to assure accurate scheduling, each time.
- Follows the Cash Policy/Procedure and the requirements of compliance/guidelines. Monitors devices daily per protocol.
- Listen carefully to patients needs and works with appropriate department to meet or exceed customer's expectations. Willing to cover all shifts if needed.
- Answers the telephone within two rings, in a professional manner. Maintains a clean professional office environment.
- Performs all duties and responsibilities with outstanding customer service always with a smile. Participates in mandatory staff meetings and educational offerings, timely.
- Register/pre-register 25-30 patients, daily.
- Flexible and will to adjust hours on demands of the organization/customer during special occasions, Mass Casualty, Downtime, etc.
- Flexible and will to adjust hours on demands of the organization/customer during special occasions, Mass Casualty, Downtime, etc.
- Acquires appropriate pre-certification determination information for all required services. Contact third party payers by telephone or computer system to determine benefit eligibility. Monitors and verifies insurance coverage for all accounts listed on the Outpatient Exceptions Report for timely billing.
- Commitment in completing the ACL's class offerings timely.