Job Details

Medical Scheduler, Milwaukie OR

Milwaukie - Milwaukie, OR 97222

Overview

Job Shift Day Education Level None Category Admin - Clerical

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 database. 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.

Qualifications

Education and/or Experience; Certificates, Licenses, and Registrations (Minimum Requirements)

• High school diploma or equivalent.
• Minimum of one year experience preferred.
• An equivalent combination of education, experience and training that would provide the knowledge, skills and abilities required for the successful performance of the essential job duties.

Necessary Knowledge, Skills, and Abilities

• Must be computer literate with proficiency in Windows based programs.
• Ability to complete basic mathematic equations.
• Knowledge and understanding of different types of insurance coverage and eligibility.
• Knowledge and understanding of medical terminology and procedures relating to the eye.
• Must be highly organized with the ability to effectively prioritize duties.
• Ability to establish and maintain cooperative working relationships with all persons contacted in the course of performing duties.
• Strong interpersonal skills with a genuine desire to help people.
• Ability to address patient complaints and effectively resolve problems.
• Skill in handling difficult patients successfully and respectfully.
• Ability to communicate clearly and concisely, both orally and in writing.
• Must be detail oriented.
• Ability to work a flexible work schedule, including evenings and weekends, and a willingness to rotate to various worksites as needed.

Physical Demands / Work Environment

• Majority of work is performed in a general office environment. Exposure to moderate levels of noise in a well-lit, well-ventilated, and moderately paced environment.
• Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Manual/finger dexterity as necessary to perform daily job duties.
• Occasionally required to stand and/or walk for extended periods of time.
• Occasionally required to sit for extended periods of time.
• Occasionally required to reach with hands and arms; lift, push, pull and/or carry objects up to 20 pounds.

Reasonable Accommodations

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EHN believes that each employee makes a significant contribution to our overall success. That contribution should not be limited by assigned responsibilities. This job description is designed to outline primary functions, qualifications, and job scope, but is not intended to limit the employee or EHN to only those job functions identified. EHN expects each employee to offer his or her services wherever and whenever necessary to ensure superior customer service, quality patient care, and the success of our business.