Scheduler at Central Neighborhood Hlth Fdn – San Bernardino, California

INTRODUCTION:

Central Neighborhood Health Foundation is a Federally Qualified Healthcare Center (FQHC) committed to the Triple Aim as described by the Institute for Healthcare Improvement. Improving the US health care system requires simultaneous pursuit of three aims: 1) improving the experience of care, 2) improving the health of populations, and 3) reducing per capita costs of health care. Preconditions for this include the enrollment of an identified population, a commitment to universality for its members, and the existence of an organization (an "integrator") that accepts responsibility for all three aims for that population.

SUMMARY:

The Scheduler is responsible for managing and coordinating patient referrals within the clinical setting. This role ensures the timely scheduling of referred services, facilitates communication between patients, providers, and external specialists, and maintains accurate documentation in the electronic health record (EHR) system. The Scheduler plays a key role in supporting continuity of care and enhancing patient experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following functions:

• Receive, review, and process incoming referral requests from providers.

• Contact patients to schedule appointments with internal departments or external specialists.

• Verify patient demographics, insurance coverage, and referral requirements prior to scheduling.

• Obtain necessary authorization and ensure compliance with payer guidelines.

• Communicate appointment details, preparation instructions, and required documentation to patients.

• Coordinate with clinical staff, providers, and external offices to ensure timely access to care.

• Track referral status and follow up on pending or incomplete referrals.

• Document all scheduling activities, communications, and updates accurately in the EHR system.

• Address patient inquiries related to referrals, appointments, and scheduling issues.

• Maintain confidentiality and comply with HIPAA and organizational policies.

• Identify and escalate scheduling barriers or delays to appropriate staff.

• Perform other related duties as assigned or requested.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• High school diploma or equivalent required

• Medical administrative training or certification preferred

• Ability to handle confidential and sensitive information.

• Ability to communicate effectively on the telephone.

• Ability to relate to people with diverse educational, socioeconomic, and ethnic backgrounds.

• Ability to handle a “call center” environment; work quickly and multitask.

• Ability to exercise good judgment to handle calls appropriately.

• Ability to demonstrate good customer service.
  
  

NECESSARY SKILLS:

• Bilingual English and Spanish preferred.

• Excellent written and oral communication skills.

• Ability to work collaboratively with multiple health professionals in a busy and complex environment using tact, diplomacy, and discipline.

• Is a team player who demonstrates a caring and compassionate commitment to the patient and their unique circumstances.

• Computer literate, including word processing, medical office management applications, and the clinic EHR.

TRAVEL REQUIREMENTS: As Needed

WORK ENVIRONMENT

Described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Variations in conditions may occur under certain circumstances.

CONFIDENTIALITY

Maintains patient, employee, and Foundation confidentiality at all times, discussing patient or employee business only with appropriate parties who have a bona fide need to know; and communicating only the minimum amount of information necessary with respect to protected health information (PHI) as defined by the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

1. AGREEMENT AND ACCEPTANCE

2. I HAVE READ THE ABOVE JOB DESCRIPTION AND FULLY UNDERSTAND THE REQUIREMENTS SET FORTH AND WILL PERFORM ALL DUTIES AND RESPONSIBILITIES TO THE BEST OF MY ABILITY.