Medical Scheduler, Milwaukie OR (21355)

Summary

Responsible for coordinating and scheduling patient appointments for office visits. Answer incoming calls and schedules patients for initial evaluations, exams, tests, consultations, or other procedures. Maintain and update patient information in data base. Perform work with a focus on effective communication with the patient, coworkers, and the physician. Demonstrate cooperation with coworkers while striving to ensure the highest level of patient care and "customer service," always representing EHN in a professional manner.

Supervisory Responsibilities

This position does not have supervisory responsibility but will provide guidance to employees and/or assist with orientation and training of new employees of the work group.

Primary Duties and Responsibilities

• Receive incoming calls and schedule, change, cancel and confirm patient appointments for, exams, tests, consultations, or other office visits, taking into consideration the patient's needs and physician's availability.
• Gather patient information from patient and ensure information is thorough, accurate and updated in practice management system; verify patient demographics, and insurance subscriber information, including PCP, referring provider.
• Determine patient status, i.e., new or established and schedule appropriately; register new patient in practice management system.
• Ensure all necessary documentation has been completed; verify type of appointment needed, whether vision or medical; ensure a referral/authorization is obtained as needed.
• Maintain efficient flow of time on calls to ensure minimal wait time for calls in queue.
• Research and follow up on scheduling discrepancies and conflicts; coordinate work with supervisors as needed to resolve scheduling issues.
• Act as resource to patients by responding to inquiries; confirm and verify pre-scheduled appointments; assist patients who are responding to recall notification.
• Monitor and respond to scheduling voice mail messages in a timely manner and in accordance with department procedures.
• Ensure that services and products are appropriate to meeting patient needs and work is performed in an efficient, timely and accurate manner.
• Demonstrate team values through cooperation and consideration of coworkers; foster goodwill among coworkers by aiding when needed and sharing information that helps others do their jobs; interact with tact, courtesy and diplomacy.
• Effectively communicate with coworkers, doctors, and patients; share information appropriately and complete the communication circle with follow-up as needed; communicate in a positive, upbeat manner while refraining from complaining, gossiping, or engaging in conversations of a negative tone.
• Maintain a neat, clean, and orderly work area.
• Protect confidential patient information and use good judgment in sharing patient information in a manner that is consistent with patient care and current laws and regulations, including HIPAA.
• Adhere to all safety standards as established by company policy and OSHA requirements.
• Perform work in compliance with company policy, department procedures and regulatory requirements, including State and Federal laws and regulations.

Level II

• Accurately review/screen incoming referrals to determine urgency, completeness, and appropriate scheduling timelines.
• Determine the most appropriate contact method (e.g., phone, portal, text) and proactively initiate outreach to schedule timely appointments.
• Process urgent referrals, coordinating directly with the clinical team to facilitate prompt care.
• Utilize the online scheduling platform to schedule appointments efficiently and in alignment with scheduling protocols.
• Accurately document referral details, scheduling needs, patient outreach efforts, and any communications with providers in EHR.
• Communicate effectively with referring providers to gather additional information as needed and provide updates on referral status.
• Monitor and track all referral statuses using the scheduling resources to ensure timely scheduling and completion.
• Use reporting resources within the scheduling platforms to determine referral outcomes and ensure scheduling accuracy.

Secondary Functions

• Request, receive and transfer medical records as necessary to ensure accurate and timely medical information is provided to ophthalmologists, optometrists, and technicians.
• Other duties which may be necessary or desirable to serve the patient and support the success of the department or the company overall.
• Complete and fax medical record requests to provider upon receipt of appropriate authorization.