Appointment Services Lead - job 2 of 2

Position Description:

Every day, in ways both big and small, the Medical College of Wisconsin (MCW) is impacting lives for the better. MCW … change making for a healthier Wisconsin.

As an Appointment Services Lead, you will assists the Appointment Services Manager and Supervisor to ensure smooth and efficient operation of the Appointment Services Department. Ensures that self and team have the tools and coverage necessary to service Froedtert & Medical College of Wisconsin patients in any way possible, particularly with regards to patient registration and scheduling to ensure a quality experience. Tasks are completed for many specialties and a large group of physicians (typically 100 or more) across the many locations of our clinical enterprise following detailed protocols and scheduling tools. Helps patients schedule with the right physician at a time and location most convenient for them and complete full registration and insurance coverage set up to help ensure proper payment for services rendered. Responsible for team communication, work delegation, quality review, training employees and monitoring of staff performance. Act as a role model for team members.

Responsibilities:

• Trains and monitors performance of assigned team and regularly evaluates their work and provides feedback as part of ongoing training as well as the performance evaluation process.
• Communicates information/updates regularly to ensure team members have the needed knowledge to perform job duties and delegates tasks to meet service standards. Facilitates team building.
• Schedules, cancels and reschedules appointments via phone for multiple specialties and locations including providing directions, instructions and other information regarding appointments.
• Triages calls to determine caller needs and provide excellent customer service, doing whatever possible to meet patient needs. Responds to inquiries and/or routes calls, messages and requests to appropriate individuals or areas.
• Encourages patients to sign up for MyChart and the Froedtert & MCW Ap to help manage their healthcare electronically and steps them through the process to get activated on these online tools.
• Completes full registration including setting up insurance coverage for new patients and verification of registration and coverage information for established patients. Runs electronic eligibility to verify coverage information and ensures the insurance is accepted by our physician groups. Completes MSP questionnaires with Medicare patients.
• Works through referral queues, faxes, email, and other correspondence following detailed guidelines to schedule patient appointments, create referrals, track completion and communicate back to referring physicians if unable to schedule. If patient’s insurance is not in our network, refers patients to community clinics or to physicians within their network as appropriate.
• Manages web appointment requests for assigned specialties and either calls to schedule or routes to the appropriate area to assist the patient.
• Checks e-mails and Epic InBasket regularly throughout the day to keep up to date with any changes and ensures staff is clear on all updates.
• Develops understanding of Froedtert & Medical College of Wisconsin clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings in order to give appropriate directions to patients.
• Follows detailed protocols and enterprise scheduling tools to ensure accuracy of all appointment scheduling, registration and information given to callers.
• Anticipates customer needs and resolves problems to ensure a positive customer experience. Employs sound judgment to ensure the best possible public relations.
• Cross trained on 1 additional Appointment Services scheduling team to help provide coverage as needed.

Preferred Schedule:
Hybrid, 95% work from home.

Position Requirements:

Minimum Qualifications:

Appropriate experience may be substituted for education on an equivalent basis.

Minimum education: High school diploma required with post high school education in healthcare preferred.
Minimum experience: 3-5 years customer service experience required with experience in a moderate to high volume customer service call center preferred.

Preferred Qualifications:

Preferred experience: Healthcare experience or one or more years working as an Appointment Services Representative in the Appointment Services department preferred.

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Why MCW?

• Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
• 403B Retirement Package
• Competitive Vacation and Paid Holidays offered
• Tuition Reimbursement
• Paid Parental Leave

For a full list of positions see: www.mcw.edu/careers

For a brief overview of our benefits see: https://www.mcw.edu/departments/human-resources/benefits

Eastern Wisconsin is a vibrant, diverse metropolitan area. MCW is intent on attracting, developing, and retaining a diverse workforce and faculty body that reflects the community we serve. We value diversity of backgrounds, experience, thought, and perspectives to advance excellence in science and medicine. MCW is a welcoming campus community with a strong culture of collaboration, partnership, and engagement with our surrounding community. For more information, please visit our institutional website at https://www.mcw.edu/departments/office-of-diversity-and-inclusion.

MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination
The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering a diverse community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.

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