Call Center Scheduler -- Call Center -- Northgate-400 Association Dr.

Job Summary

Responsible for scheduling, cancelling, rescheduling and registering of outpatient visits for multiple participating ambulatory clinics, by collecting all necessary information for schedule and registration preparation.

Responsibilities

• Staff Call Center Scheduling telephone lines. • Responsible for handling telephone calls to multiple ambulatory locations physician specialties, physicians, making/verifying/rescheduling appointments, maintaining accuracy of schedule, answering questions, providing info and forwarding calls as necessary. • Field telephone calls, answer questions and obtain information concerning the scheduling of office appointments and schedule appointments in a professional, efficient manner. • Identify areas, within the scope of Call Center Scheduling participating departments, where potential inefficiencies in utilization may occur. • Data entry of scheduling related information using Call Center Scheduling specific software. • Initiate follow-up (i.e. schedules) to customers including physicians, physician office staff, patients and participating departments. Provide instructions concerning patient preparation. • Utilize multiple computerized databases and systems for scheduling of patients. • Maintain contact with all CAMC departments and affiliates participating in the centralized scheduling initiative. • Maintain accurate, legible, up-to-date records. • Answer marketing calls and schedule new patient appointments for CAMC Ambulatory physicians with our Patient Direct Connect Program. • Keep work area and supply area organized. • May be required to conduct inventory of supplies and equipment to ensure that necessary items are available or have been ordered and received. • Utilize cost effective measures. • Maintain medical terminology skill levels needed to discuss and understand clinical information with physician offices, customers, and hospital clinical staff. • Provide customers with verbal detailed instructions and preparations during the process of scheduling. • Responsible for fulfillment process to ensure timely and accurate dissemination of access related information to physicians, patients, and customers. • Generate, review and sort daily reports for the hospitalist patients work distribution.

Knowledge, Skills & Abilities

Patient Group Knowledge (Only applies to positions with direct patient contact) The employee must possess/obtain (by the end of the orientation period) and demonstrate the knowledge and skills necessary to provide developmentally appropriate assessment, treatment or care as defined by the department's identified patient ages. Specifically the employee must be able to demonstrate competency in: 1) ability to obtain and interpret information in terms of patient needs; 2) knowledge of growth and development; and 3) understanding of the range of treatment needed by the patients.

Competency Statement Must demonstrate competency through an initial orientation and ongoing competency validation to independently perform tasks and additional duties as specified in the job description and the unit/department specific competency checklist. Common Duties and Responsibilities (Essential duties common to all positions) 1. Maintain and document all applicable required education. 2.

Demonstrate positive customer service and co-worker relations. 3. Comply with the company's attendance policy. 4. Participate in the continuous, quality improvement activities of the department and institution. 5.

Perform work in a cost effective manner. 6. Perform work in accordance with all departmental pay practices and scheduling policies, including but not limited to, overtime, various shift work, and on-call situations. 7. Perform work in alignment with the overall mission and strategic plan of the organization. 8.

Follow organizational and departmental policies and procedures, as applicable. 9. Perform related duties as assigned.

Education

• Associate's Degree (Required)

Experience: 1 year related experience required. Experience in healthcare is preferred

Substitution: High School Diploma and 3 years experience in a Healthcare setting (Hospital, Clinic or Physician office) or LPN with 1 year experience may substitute for an Associate's Degree

Credentials

• No Certification, Competency or License Required

Work Schedule: Days

Status: Full Time Regular 1.0

Location: Northgate-400 Association Dr.

Location of Job: US:WV:Charleston

Talent Acquisition Specialist: Tamara B. Young tammy.young@vandaliahealth.org