About this role
Hourly Pay Range: $20.29 - $29.42 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.
Job Description Position Highlights:
• Sign on bonus: N/A • Position: Patient Scheduling Representative I • Location: Warrenville, IL • Full Time/Part Time: Full-Time • Shift Schedule: • Monday- Thursday: 9:00 am - 5:30 pm; Fridays: 8:30 am -5:00 pm • Rotating Weekends: Sat: 9:00 am -1:00 pm • Required Travel: No
What you will need:
• Education: • High School Diploma or GED
• Experience: • 1 year of customer service experience or healthcare experience required. • Inbound Call Center experience preferred. • Experience with Epic Prelude (Inpatient and Outpatient Registration), or Cadence (Scheduling) preferred.
• Skills: • Excellent verbal communication skills to convey information clearly and effectively. Active listening skills to understand patient needs and concerns. • Calm tense situations, solve problems to prevent escalation, and maintain a reassuring attitude with all customers, both external and internal. • Keen attention to detail to ensure accuracy in the information provided. • Knowledge of basic medical terminology. • Technical skills and proficiency in the use of basic computer skills, including Microsoft Windows, Excel, Outlook and telephony applications.
What you will do:
• Schedule and register patient appointments from inbound phone queues in a courteous and professional manner. • Promote positive patient experiences by minimizing call wait times and providing exceptional customer service. • Handle patient requests, answering all decision tree questions properly and applying correct workflows and protocols. • Utilize sharp attention to detail to accurately document relevant information and route encounters to the appropriate location to avoid delays in patient care. • Schedule or reschedule patients for appropriate appointments based on available time slots, physician orders/referrals, and length of time required for appointment. • Handle patient requests over the phone for multiple hospital outpatient departments, answering all decision tree questions properly and applying correct workflows and protocols. • Communicate professionally and appropriately with all patients, physicians, and staff members. • Receive, properly respond to, or redirect inquiries from patients, their representatives, payers, providers, internal departments, and other persons or entities. • Collect information from patients and enter data into the electronic health record system (EPIC). • Pre-Register and verify insurance eligibility, informing patients of their financial responsibility. • Meets productivity standards, maintains established QA scores, targets, error ratios and reporting requirements as assigned by department leadership. • Attend mandatory staff meetings, stay updated on policy changes, and incorporate them into routines. • Communicate any issues or questions to the Manager, Supervisor, or Lead. • Utilize tip sheets and knowledge-based articles to problem-solve or troubleshoot scheduling issues. • Adhere to privacy (HIPAA) guidelines when speaking with patients and families. • Verify order/referral information to ensure all orders are complete, containing the patient’s name, procedure, diagnosis, date, and doctor’s signature. • Contact providers offices to clarify or obtain orders/referrals for outpatient appointments. • Search fax solution for patient orders/referrals, as needed, and transcribe accurately matching all patient demographics against the patients EMR. • Utilize available tools to verify and document Medical Necessity of outpatient services for Medicare patients in accordance with Local and National Medical Review policies (LMRP). • May perform other duties as assigned. • This position entails a high level of work performed at a computer terminal throughout the day with consistent use of a telephone or headset equipment. • Prolonged sitting.
What you will need: Benefits:
• Career Pathways to Promote Professional Growth and Development • Various Medical, Dental, and Vision options • Tuition Reimbursement • Free Parking at designated locations • Wellness Program Savings Plan • Health Savings Account Options • Retirement Options with Company Match • Paid Time Off • Community Involvement Opportunities