General Summary: Plans, organizes and directs the daily activities of the Appointment Center's scheduling staff. Provides education, coaching and support to staff as they perform multidisciplinary outpatient diagnostic scheduling, registration, insurance verification, medical necessity checking and create orders for patients. Responsible for administrative tasks of staffing, quality control, employee satisfaction, personnel management and departmental policies/procedures. Assists with developing, implementing and monitoring new business and revenue cycle initiatives. Investigate and resolve customer concerns, clinical department concerns, and physician concerns related to departmental operations. Provide growth opportunities to promote employee skill set and engagement.
Essential Duties:
Coordinates all call center and web activity for the Appointment Center, including staff management (interview/hire/coach) and engagement, quality assurance, consumer/physician/clinical dept satisfaction and service recovery, data tracking and analysis, call monitoring.
Develops strategies to improve operational and financial outcomes of the Appointment Center, analyzing processes and functions, proposing structural/technology changes, and designing systems to incorporate new scheduling programs into current workflows to optimize staffing and resources.
Represents the department in new ventures, on committees and work teams involving employed and private physicians, clinical departments, Information Technology, revenue cycle consultants and external vendors.
Supports communication among and between numerous audiences using various resources such as the departmental web site, email, texting, training materials, huddles, etc. Fosters relationships to enhance satisfaction, improve efficiency and increase revenues.
Standard Qualifications:
High School Diploma required, Bachelor's degree preferred
Position requires three years of registration and scheduling experience in the Epic Suite of products as well as demonstrated knowledge of medical terminology.
Requires excellent written, verbal and interpersonal communication skills as well as computer skills in Microsoft Office Suite.
Other Qualifications:
Experience working in a customer service call center environment preferred; working knowledge of database development and maintenance; demonstrated leadership skills.
The individual must have proven ability to work with people from various backgrounds and in various positions, including patients and families, physicians, clinicians, frontline employees, administrators, community leaders, vendors and consultants.
Must be creative, poised, self-motivated, organized, diplomatic and possess excellent decision-making and problem-solving skills.
This person must have the ability to design and implement new ways to streamline processes and improve efficiency.