Job Description

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.

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

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