Job Description

Now Hiring: Patient Scheduler II

Location: 3630 Las Estancias Dr SW Albuquerque, NM 87121

Compensation Pay Range: Minimum Offer $15.64 Maximum Offer $22.56

Summary:

Provides exceptional patient experience for each patient case. Accuracy in scheduling is paramount in performance. Uses advanced visit types in a multi-disciplinary specialty. 100% validation prior authorizations/certifications/referrals are in place PRIOR to procedure. Perform non-clinical pre-surgery patient and family education. Coordinate admission paperwork when applicable. Other duties as assigned.

Type of Opportunity: Part time

Job Exempt: No

Job is based: PMG - Las Estancias

Work Shift: Varied Days and Hours (United States of America)

Responsibilities:

Customer Service and Caring Practices: Achieve exceptional patient experience for patients and patient families by using CARES, AIDET and EPE tools. Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times. Ability to manage conflict and appropriately request the help of a supervisor when needed. Round with patients waiting to insure their comfort and to inform of delays when applicable

Encounter Components: Performs the patient scheduling process and validates accurate patient demographics. Guide informed dialogue with patients and patients representatives regarding in-network coverages (respecting CDS and RDS guidelines). Set patient expectations regarding Prior Authorization, Referrals and out of pocket expenses. Meet 1 on 1 with patient to schedule invasive procedures in or out patient. Advised patient and patient families of non-clinical instruction. Develop and maintain a positive relationship with OR personnel. Follow OR protocols for scheduling such as utilizing assigned block time. Schedule all pre-admit appointments and radiology. Track patient compliance by communication with patient on an on-going basis

Financial Accountabilities: Refers as appropriate to on site Financial Advocate, or for uninsured to the Financial Advocacy Center. Validate prior authorization/certification/referral are secured PRIOR to a scheduled procedure or test, alerting stake holders (patient, patient representative, OR, etc) if a breakdown occurs

Message Management: Formulates complete and accurate telephone encounter messages and routes to the appropriate Epic in-basket pool to support operational aspects of patient care. Medical Record Components: Instructs patients on the Release of Information process and insure a fully completed ROI Form is submitted to Health Information Management for incoming or outgoing records

Patient Relations: Comprehend quality service connection to patient satisfaction and reimbursement. Participate in metric goals for telephones performance metrics, TSF and abandonment rate when applicable. Perform confirmation calls when applicable to include directions and instructions as required by the visit type

Patient Safety: Respond quickly to patients showing distress. Follow guidelines set forth by the Clinic Manager to alert the clinical team. Assist in any manner the clinic team directs. Ensure scheduling area/office, waiting area and walkways are clear of any unnecessary items and are clean and neat. Report any concern that may create a safety issue. Annual competency completion of Clerical Staff during a Code Blue

Quality Improvement: Appointment reminder calls. Rescheduling. Evaluate provider schedules and take appropriate action to ensure accuracy and efficiency per guidelines. Works with assigned physicians to maximize schedule effectiveness. Willingness to work in a positive manner to assist in development of new surgical programs

C.A.R.E.S Behaviors: Demonstrates CARES behaviors of Collaborate, be Accountable, Respect, Engage and Serve to all whom you encounter.

Qualifications:

Academic Preparation: High school or equivalent. Short-term training in Medical Terminology.

Experience: A minimum 12 months experience in a clinical setting. Proficiency in prior authorization/certification/referral process. Must pass EPIC competency for Registration at completion of Epic Clerical Training class

Abilities: Performs appointment scheduling for patient via the telephone or in person to include testing, procedures and clinician appointments. Coordinates advanced scheduling guidelines to include surgeons, resources, proctors, etc. Requires strong organizational skills. Must be able to function under pressure while maintaining professionalism. Working knowledge of CPT and ICD-10 coding. Pass annual competency exam for all areas of responsibility. Attend Quarterly MSO meetings. Attend Staff meetings. Attend Employee Forums

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