The Centralized Scheduler plays a pivotal role as the initial point of contact for patients at Healthy Connections, Inc. (HCI). This role is instrumental in creating a positive first impression by offering a warm and professional greeting to patients and callers. Our ideal candidate should be well-versed in the content of our organization’s website, serving as a knowledgeable resource to callers. The Centralized Scheduler assesses calls efficiently, directs callers to the appropriate department or schedules patient appointments following established protocols, and accurately records necessary patient information in our electronic scheduling system. This role collaborates within the medical office team to schedule patient visits, arrange payments, and facilitate reappointments when required.
Specific Duties and Responsibilities:
- Answer phone calls professionally and courteously, following established guidelines.
- Direct urgent calls to the triage nurse for prompt action.
- Take accurate and concise messages in accordance with practice protocols and direct clinical calls to designated nurses and providers.
- Route billing inquiries to the appropriate billing staff member.
- Redirect patient complaints or compliments to the Quality Assurance Leader.
- Guide all other callers to their intended destinations.
- Stay informed about HCI services, providers, and organizational changes by reviewing our website daily to provide accurate answers to patient questions.
- Enter new patient information accurately into the Electronic Medical Records (EMR) system.
- Demonstrate telephone courtesies in all interactions, including placing callers on hold or directing them to voicemail.
- Maintain up-to-date patient information in the EMR.
- Collect all necessary insurance information for patient appointments following practice protocols.
- Determine the accurate reason for patient visits to schedule the appropriate appointment duration.
- Correctly cancel and reschedule appointments as needed, documenting changes in the patient EMR per practice protocols.
- Communicate scheduling concerns or issues to the Centralized Scheduling Lead.
- High school education.
- Two years of experience in a medical office.
- Bilingual (Spanish) skills preferred but not required.
- Proficiency in Microsoft Office products and familiarity with network systems.
- Strong verbal and written communication skills.
- Excellent organizational and customer service skills.
- Ability to travel to all locations and attend meetings outside the service area.
- Effective interpersonal skills for working with patients, staff, and other stakeholders.
- Strong time management skills and the ability to prioritize tasks effectively.
Equal Opportunity Employer and Provider
Healthy Connections is an Equal Opportunity Employer and Provider. If you wish to file a Civil Rights program complaint of discrimination, complete the USDA Program Discrimination Complaint Form, found online at USDA Complaint Form, or at any USDA office, or call (866) 632-9992 to request the form. You may also write a letter containing all of the information requested in the form. Send us your completed complaint form or letter by mail at U.S. Department of Agriculture, Director, Office of Adjudication, 1400 Independence Avenue, S.W., Washington, D.C. 20250-9410, or by fax (202) 690-7442.To apply for this position, please submit your resume and a cover letter detailing your qualifications and relevant experience to [insert application submission details].
Join Healthy Connections in our mission to provide compassionate and excellent healthcare to our communities!