Scheduling Coordinator I

Openings in Radiology and Central Scheduling Departments

Position Location: Customer Service Center 20800 Harvard Rd., Highland Hills, OH

The Scheduling Coordinator Level I works in a call center environment, where most of the work is done by phone and computer with internal and external customers. The purpose of the Scheduling Coordinator Level I is to serve as a compassionate, trusted, and able partner/advocate for anyone seeking care or services by intently understanding each unique need/preference in order to efficiently and effectively match available resources and services across the UH Health System. Scheduling Coordinator Level I is primarily responsible for inbound and outbound calls to schedule appointments.

The Scheduling Coordinator Level I is responsible for scheduling for multiple departments throughout their shift. They must remain current with knowledge and skill to support the health system, providers, and department protocols and have the ability to use a myriad of systems that are essential to accurate scheduling. Scheduling Coordinator Level Is must be intuitive to the caller’s needs regarding appointment requests as well as other needs such as directions, site navigation, preparatory instructions and other key information.

The Scheduling Coordinator Level I will be compassionate and human centered, capable and skilled in our service, all in order to become trusted to provide real time service support and seamless delivery of the world's best appointment booking experience as the main focus of each call handled. Using required knowledge and leveraging exceptional listening, communication, anticipatory, process and solution skills the Scheduling Coordinator Level I will actively seek out and learn the preferences of those we serve. Scheduling Coordinator Level I will manage complex appointment scheduling events linking primary care, consults and ancillary services. The Scheduling Coordinator Level I will match each unique patient need and preference with the vast resource and services available across the UH Health System.

Scheduling Coordinator Level I influence the patient’s impression and experience through every step of the patient’s encounter, beginning with the scheduling services, verifying patient demographic and registration information.

The Scheduling Coordinator Level I is responsible for accurately confirming and verifying the patients insurance and as applicable collecting any copay that is due. The Scheduling Coordinator Level I is responsible for collecting timely, complete and accurate data to ensure patient safety, appropriateness of the service and provider as well as to ensure that expected reimbursement is collected for services rendered. They will maintain acceptable performance in quality, patient experience, first call resolution, adherence and customer satisfaction.

The role of Scheduling Coordinator Level I is complex and requires critical thinking, problem solving, active listening, and heightened professionalism to appropriately resolve each call and while creating a relationship to support the UH Brand.

Essential Duties:

• Ensure that every patient/family who calls for an appointment, obtains an appointment in a timely and accurate manner with the highest form of customer and personalized service by engaging with all callers in a professional and personable manner, as a representative of University Hospitals Health System
• Leverages internal and external solutions to effectively manage patient requests including identification of the right provider, service and logistics
• Demonstrates knowledge about University Hospitals Health System services by region, in order to offer patients services in locations most convenient to them
• Offers every caller the opportunity to schedule additional appointments, or to obtain additional service, every time
• Schedules patients for services and obtains physician orders, pre-registration, secure insurance benefits by allocating the correct insurance as well as collection of any co-insurance and authorization
• Develops and maintains professional relationship with UH internal providers and partners.
• Creates a sense of care for the patient through active listening and excellent communication and closure skills and demonstrate the highest level of customer service through courtesy and concern.
• Enters and validates medical, demographic, insurance, financial, and business data in a timely and courteous manner in appropriate systems to ensure master patient index integrity and creation of an accurate appointment/encounter and claim.
• Validates and captures primary, secondary and tertiary insurance coverage to ensure accurate billing.
• Identifies patients in need of financial counseling to ensure appropriate payment of services.
• Identifies services out of insurance plan or requiring referrals; may inform patient of courses of action.
• Ability to navigate in multiple systems and applications to accomplish accurate and timely appointment schedule. Systems include but are not limited telephony systems, Logis, AEMR, AMA, Scheduling database and provider directory.
• Explains pre-appointment clinical preparation requirements such as fasting and fluid consumption.
• Provides patient education about third party coverage and liabilities; communicate possible payment options. Collect, post, and balance co-pays, deductibles and other patient payments.
• Handles and manage a wide variety of patient inquiries regarding physicians, services and logistics to ensure access to care with maximum throughput and minimal delay
• Maintains expertise in PAS legal and compliance requirements; incorporates principles into workflows.
• Maintains up-to-date knowledge of computer systems, insurance/government regulations and UH/PAS policies/procedures used within the department
• Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency.
• Recruits and advises patients to access My UH Care Personal Health Record
• Meets or exceeds positive performance trending with productivity and quality standards within first 90 days of employment and ongoing.
• Works to maximize inbound and outbound call performance ensuring departmental performance exceeds targets defining excellence in service.
• Understand caller needs and quickly helps to complete and/or transition the call seamlessly as appropriate
• Understands and appropriately escalates to supervisors for support when needed quickly and seamlessly to meet and recover any service delivery.

• 1 year of customer service or patient billing, insurance processing or other related office experience
• CHAA will be accepted in lieu of 1 year of work experience (CHAA is a National Association of Healthcare Access certification for Healthcare Access Associates).
• Associate or Bachelor degree will be accepted in lieu of 1 year work experience.
• Knowledge of Microsoft Word and Excel applications.
• Must be able to adhere to structured call center metrics in a closely monitored, fast paced environment.
• The Scheduling Coordinator Level I must have the ability to function independently and as a team player.
• A professional demeanor is required.