PATIENT ACCESS SCHEDULING COORD SR PCC at H. Lee Moffitt Cancer Center – Tampa, Florida

With the aim to provide first call resolution, the Patient Access Scheduling Coordinator Sr., Contact Center (PASC Sr) is responsible for handling a high volume of inbound and outbound phone calls in a centralized Patient Access call center. The PASC Sr is primarily accountable for critical review of provider orders, and accurate scheduling of appointments as requested by care teams. As a result of provider template cancellation and/or changes, the incumbent must timely manage displaced patient queues and written notifications at various intervals. PASC Sr obtains and/or verifies demographic and insurance information, performs eligibility verification, explain forms and policies, and answer questions from patients, caregivers, and various other customers.

Incumbents must document customer inquiries, issues, transactions, and other relevant information into department computer systems, and assume responsibility for triage of specific and complex inquires to appropriate resources, to include urgent care or medical advice calls. PASC Sr communicates with patients, care givers, and clinical teams using EMR

message system. Incumbents must stay well-informed to marketing campaigns, processes, and workflow specificities of departments throughout the organization. The PASC Sr in the contact center must cross cover all functions of Patient Access scheduling to develop a high level of understanding of the position and act as a mentor/ resource and provide training to colleagues within the department. Incumbents must adhere to expected productivity and accuracy targets established by management.

Position Highlights:

• The Patient Access Scheduling Coordinator Float (PASC Sr) Is responsible for managing high volume phone queues and electronic systems to perform duties of scheduling, registration, and manage various applications to triage communications.
• Performs review of patients' demographic and insurance information, to include verification and allocation of insurance policies.
• Communicates with ordering, referring, or attending providers and the patient (and refers to scheduling guidelines) to correctly schedule appointments.
• Reviews documented instructions with patients to ensure they are properly prepared for scheduled procedures / tests / appointments. Schedules various appointments throughout the organization. Consults with clinical, administrative, or various other resources to expedite correction if potential problems arise. Provides mentorship and training to colleagues within the department.

Responsibilities:

• Appropriately triage calls to perform essential duties or route calls accordingly
• Uses critical thinking to form good judgment in execution of scheduling and issue resolution
• Accurately capture information / document in the registration system.
• Initiate the process to obtain medical records from referring providers offices.
• Communicates with ordering providers, patients, and other parties to obtain and share regular status updates. Includes verbal and written (email, phone, online or fax) communication. Uses AIDET as appropriate. Work collaboratively with team members as needed.
• Other job-specific duties as assigned, consistent with level on career ladder.

The Ideal Candidate will have:

• An upbeat, approachable, and compassionate approach when working individually with each patient.
• Accuracy in data entry of patient information in the computer systems.
• Critical thinking skills and a solution focus approach.
• Strong computer skills.
• Knowledge of medical terminology.
• Experience successfully working in an environment with competing priorities and demands and performance metrics.
• Sensitivity and compassion for our patients, who may experience difficulties and challenges as they seek cancer care.
• One or more years of diagnostic scheduling experience preferred.

Credentials and Qualifications:

- High School Diploma or GED

- 2 years’ experience in a call center, patient registration and/ or patient scheduling plus 1 year related customer service experience.

-OR- a Minimum 1 year of relevant patient access and/ or scheduling experience at Moffitt Cancer Center plus 1 years related customer service experience.