Appointment Services Rep II

The Medical College of Wisconsin’s community engagement mission focuses on building productive partnerships with communities across Wisconsin and beyond to make a greater impact on addressing critical health needs.

Requisition ID #: 32603

• Job Category: Administrative Support/Office
• Employment Type: Full Time
• Experience Level: Entry Level
• City, State: Milwaukee, WI
• Work Location: Hub for Collaborative Medicine
• Department: Surgery
• Education: High School Diploma

Position Description:

Every great life-changing discovery begins the same way—with new knowledge. It can change everything, from a single life to the future of entire communities. That’s why academic medicine, and the continuous pursuit of knowledge, is at the center of everything we do at the Medical College of Wisconsin. In the role of Appointment Services Rep II working in our surgery department in Milwaukee, Wisconsin.

Our Appointment Services Rep II services 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 several specialties and a large group of physicians (typically 60 or more) across the many locations of our clinical enterprise following detailed protocols and enterprise scheduling tools. Help 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. Specialties scheduled for are more complex in their requirements, may require chart review and potential interaction with clinical providers to determine how best to schedule and coordinate visit needs.

Responsibilities:

Schedules, cancels, and reschedules appointments via phone for multiple specialties and locations including providing directions, instructions and other information regarding appointments.

Reviews patient chart or medical records as needed to determine the appropriate physician and any requirements for their visit. May also require interaction with clinical providers to determine how best to schedule and coordinate visit/patient needs.

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 team.

Checks e-mails and Epic InBasket regularly throughout the day to keep up to date with any changes and receives information on patients who need to be scheduled.

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.

Preferred Schedule:
8:00-4:30

Position Requirements:

• Minimum Required Education: High school diploma
• Minimum Required Experience: 2 years customer service experience.
• Preferred Education: Associate degree or 1-years college course work
• Preferred Experience: One to two years health care experience and/or education preferred. Knowledge of EPIC

In order to be considered for this position please apply directly to our career website at:

https://careers.peopleclick.com/careerscp/client_medcollegewi/external_staff/gateway.do?functionName=viewFromLink&jobPostId=28600&localeCode=en-us

Why MCW?

• Outstanding Healthcare Coverage, including but not limited to Health, Vison, and Dental. Along with Flexible Spending options
• 403B Retirement Package
• Competitive Vacation and Paid Holidays offered
• Tuition Reimbursement
• On campus Fitness Facility, offering onsite classes.
• Additional discounted rates on things as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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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Job Type: Full-time

Pay: $12.25 - $24.19 per hour

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Hybrid remote
• Office

Ability to commute/relocate:

• Milwaukee, WI 53226: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Milwaukee, WI 53226