General Summary
We are seeking a Surgery Center Procedure Scheduler to join the CFG team! The Scheduler is responsible for making appointments and coordinating procedure schedules for CFG physicians at various surgery centers. This position requires the successful candidate to be reliable, organized, efficient, and able to work well under pressure. This is a new role that requires the incumbent to be adaptable and have an affinity for workflow change, process improvement, and role reorganization.
Essential Job Functions
- Schedules GI procedures performed by CFG physicians and surgical and endoscopy centers.
- Navigates electronic medical records (EPIC) and uses appropriate EPIC tools including “Book it” for scheduling.
- Document pertinent information in the patient’s chart while adhering to proper policy and procedures.
- Communicates directly with patients to update procedure status.
- Sends appropriate orders to surgical centers.
- Utilizes many platforms to send and obtain scheduling or patient information (i.e., ShareFile, Cisco secure messaging, Proofpoint).
- Sends appropriate preparation packets to patients.
- Demonstrates understanding of scheduling requirements for each procedure scheduled at the surgery center and can answer general patient questions.
- Protects patient privacy during direct patient contact and abides by HIPAA stands upholding the privacy and security of PHI and ePHI.
- Requires regular, predictable attendance.
Technical Abilities
- Advanced knowledge of computer basics, phone utilization headset usage, etc.
- Possesses the ability to work with all members of the healthcare team.
- Demonstrates high ability to interact with customers in a friendly, efficient, and professional manner.
- Possesses knowledge and is skillful in effective verbal and written communication.
- Strong ability to remain efficient in checking emails, schedules,
- Demonstrates ability to request payment is due at the time of scheduling, holding patient account for terms of payment communicated prior to the date of service.
- Demonstrates a high level of organizational skills, keeping patient intake efficient while providing excellent patient care.
Other Duties
- Acts as communication liaison between surgical centers and the clinical staff, i.e. forwarding emails from the surgical center in a triage note and sending them to proper clinical staff employees so they can follow up with patients.
- Keeps up to date on all COVID-19 protocols and testing.
- Remains knowledgeable of the procedures done by CFG physicians.
- Patient contact center cross-training.
- Other duties as assigned.
Required Competencies
- Effective Communication: Ability to correspond clearly and respectfully with diverse patients and co-worker groups; respond to questions appropriately and in a timely manner.
- Customer Service: Demonstrate friendly and caring service; be respectful of patients, physicians, and co-workers. Listen attentively.
- Documentation and Information Recording: Possess excellent attention to detail as well as data entry skills. Ability to retain detailed information that may be used infrequently.
- Professionalism: Ability to build solid working relationships; process corrective feedback and apply appropriately. Offer recommendations or improvements for increasing workplace efficiency.
- Time Management: Must be able to work under pressure and complete projects according to established timeframes. Demonstrates resourcefulness and ability to multi-task in a changing environment.
- Flexibility for a WFH/Hybrid schedule: This position has the potential to be WFH after the training period and accuracy goals have been met.
Equipment Used
Computer, printer, scanner, multi-line telephone, headset, fax machine, postage machine.
Performance Measures
- Customer Satisfaction Survey rate of 95% in procedure scheduling influenced areas.
- PSR data entry accuracy rate of 98%.
- Knowledge of and compliance with general and department-specific policies and procedures.
Working Conditions and Physical Requirements
- Ability to walk, stand, stoop, bend, or sit for extended periods of time.
- Physical demands: percentage of time spent in each activity (estimate)
- Walking 25% – assisting patients, delivering information personally to other departments, collaborating with other department employees.
- Sitting 75% – answering the telephone, scheduling procedures and appointments in the call center, and working on the computer.
- Number of pounds that must be lifted, carried, pushed, or pulled: up to 30 lbs.
- Climbing on step ladders to reach top shelves, stooping, kneeling, crouching, reaching, fingering (like keyboarding, controls on a scanner, fax, etc.).
- Acuity near and far. Able to read computer screens and printers clearly and legibly. Ability to see within normal parameters.
- Ability to speak clearly to be understood by our patients and employees.
- Ability to hear within normal range. Able to hear patients on the phone in a noisy call center environment.
- Ability to work for extensive periods at computer keyboarding.
- Works in a well-lit heated/air-conditioned environment. Temperatures between 68 and 74 degrees.
- Work may involve exposure to communicable diseases, medicinal preparations, and other conditions common to a clinic environment.
- Must be able/willing to drive between facilities.
Preferred Education and Experience
- High School diploma or equivalent.
- Prior scheduling experience.
- Two to five years of related experience in a medical office.
- Demonstrated comfort with Windows-based computer systems, previous knowledge of EPIC system a plus.
Benefits Statement
CFG is proud to offer medical, dental, vision, life insurance, identity theft protection, a monthly HSA contribution, a 401(k) option with employer matching, 8 paid holidays, a generous PTO package, a quarterly bonus program, an Employee Assistance Program, professional development opportunities, and of course, an awesome work environment!
Equal Employment Opportunity
The Centers for Gastroenterology is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, military or veteran status.
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