GENERAL SUMMARY:

Responsible for scheduling appointments and procedures for patients with various cardiac and vascular related health conditions in a professional, confidential, efficient, and caring manner. As assigned, supports one or more providers as a primary scheduler, coordinating and facilitating an accurate schedule, handling needed changes, and assisting the provider by monitoring the provider’s calendar for assignments, meetings, changes, and providing scheduling support when issues arise. Collaborates with other staff to contribute to timely, quality patient care to achieve customer service goals.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Serves as primary scheduler to provider(s) and maintains provider Outlook calendar and Epic schedule, as assigned.

3. *Greets, registers and schedules patients in a prompt, pleasant and helpful manner.

4. *Interviews patients in person and by phone about patient demographic and financial information and enters in Bryan Heart computer systems ensuring data accuracy, completeness, and confidentiality, as assigned.

5. *Manages communications directly with providers, internal and external clinic staff, patients, and families via phone, email, Electronic Health Record (EHR) in-basket messaging, fax, and in-person communication daily.

6. *Determines priority of information to relay to staff and providers; uses EHR task or direct call as appropriate based on urgency.

7. *Receives and verifies patient information from various sources and registers in the EHR database.

8. *Schedules and coordinates patients’ appointments with providers, outpatient departments and hospital admissions, including post-op and follow-up appointments.

9. *Receives internal/external referrals and schedules appointments based on information provided in the referral and considers patient preference, as possible.

10. *Compiles and relays information to Prior Authorization team and Central Scheduling Department for timely authorization and procedure scheduling.

11. *Answers telephone, screens calls, takes messages, and/or sends EHR in-basket messages to Bryan Heart staff, hospital staff and providers.

12. *Monitors patient progression during visit and communicates with primary nurse assigned to provider to prevent undue waiting for patients and ensures that follow-up appointments are scheduled.

13. Prepares and provides patients with an estimate, if one is warranted, for their expected services. Collects and/or counsels on expected payment due.

14. *Complies with HIPAA and maintains confidentiality in matters related to patient, family, staff, and providers.

15. *Cross trains to provide coverage to other areas of service, as directed by manager.

16. Answers questions regarding provider’s location and schedules, as well as, patient appointments and testing.

17. Follows Bryan Heart protocols in communicating and releasing patient information.

18. Supports Out-state Clinic Coordinator in adding appointments for out-state clinics, as necessary.

19. Works directly with the Manager to operationalize new/revised policies and procedures.

20. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

21. Participates in meetings, committees and department projects as assigned.

22. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk “*”. Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of medical and business office procedures and processes.

2. Knowledge of medical terminology and coding practices.

3. Knowledge of correct grammar, spelling and punctuation to facilitate typing patient information.

4. Knowledge of customer service principles and techniques.

5. Knowledge of computer hardware equipment and software applications relevant to work functions.

6. Skill in operating a computer, photocopier, multi-line telephone system and fax machine.

7. Ability to communicate effectively both verbally and in writing.

8. Ability to work as a team member and maintain effective working relationships with staff and providers, as well as, external constituencies.

9. Ability to integrate new work processes and adapt to change.

10. Ability to exercise courtesy, tact and professionalism consistently in face-to-face and phone interactions.

11. Ability to comprehend and follow written and oral instructions.

12. Ability to sort and file materials by alphabetic or numeric systems with accuracy.

13. Ability to prioritize competing work demands, tolerate frequent interruptions, remain calm, and work with minimal supervision.

14. Ability to maintain confidentiality relevant to sensitive information.

15. Ability to prioritize work demands and work with minimal supervision.

16. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

High School diploma or equivalency required. Certified Medical Assistant or Licensed Practical Nurse preferred. Minimum of one (1) year work experience in a medical office setting preferred. Previous experience in customer service preferred.