Patient Scheduler (inbound call center)

At Affinity Health Group, we specialize in taking care of people: our members, our patients, and our employees.

We offer competitive salaries and great benefits Benefits include: Health, Dental, Life, Accidental Death and Dismemberment, Long Term Disability, Paid Time Off, and 401(k).

Affinity is currently looking for a Patient Scheduler to be available to work 8 hour shifts Monday through Friday ranging from 7:00AM – 7:00PM, and some half day Saturdays.

Job Summary: The Patient Scheduler is responsible for making and scheduling patient appointments by utilizing the approved scheduling criteria for a variety of primary care, pediatric, and specialty clinics.

The Scheduler also providers professional customer service by answering and directing various phone calls for these clinics and other Affinity Health Group departments including but are not limited to medication refill requests, clinical and medical questions for the nurses or providers, billing questions, and medical records request The Scheduler is expected to answer on average 75-100 phone calls per day.

Essential Duties & Responsibilities:
• Delivers quality customer service by answering incoming phone calls for a variety of Affinity Health Group clinics as well as other various departments
• Greet patients/callers in polite and helpful manner
• Answers calls promptly by answering the call presented before the second ring
• Schedules and reschedules patient appointments (routine and non-routine) for various primary care, pediatric, and specialty clinics
• Understands and uses correct appointment criteria and limits, appointment types, and utilizes appointment notes within Centricity when scheduling or rescheduling appointments
• Obtains and enters new patient demographics; updating patient information, as necessary, in Centricity to maintain accuracy for billing
• Receives, screens, and coordinates medication refill phone calls from patients or pharmacies, entering phone notes in Centricity for initial requests and forwarding clinical questions regarding medications to the appropriate clinic
• Receives, screens, and coordinates any medical related phone calls from patients, providers, or other medical facilities by transferring calls to the appropriate clinic
• Enters detailed phone notes within Centricity when unable to transfer non-emergent calls to the appropriate clinic
• Transfers billing questions to an Affinity Account Specialist
• Answers questions regarding location of Affinity Health Group clinics and contact information from patients and outside facilities
• Immediately transfers all medical emergent calls to a medical professional either at the various clinics or to the back up answering services
• Updates and maintains scheduling binder weekly with new or modified materials
• Reviews scheduling binder, criteria, limits, and schedules between calls as time allows
• Maintains strictest confidentiality; adheres to all HIPAA guidelines/regulations Marginal Duties:
• Performs other duties and responsibilities as assigned Job Requirements: Knowledge, Skills, and Abilities:
• Work experience in customer service, especially a call center environment, is preferred
• Computer and Electronic Medical Record experience
• Medical terminology helpful
• Excellent communication and documentation skills
• Must be organized and able to multi-task
• Ability to concentrate in environment with many schedulers on calls at once
• Critical thinking skills
• Must be able to adapt easily to changes
• High School graduate or GED Supervisory Responsibilities:
• None Supervision Received:
• Works under general supervision of Centralized Scheduling Coordinator Working Conditions:
• Overtime may be occasionally required Physical Demands The physical demands 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 individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, handle or feel, reach with hands and arms, and talk or hear.

The employee is frequently using a computer throughout the day as well as a desk phone, though headsets may be used.