Surgery Scheduling Coordinator - Oral Maxillo Medical Center

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental Scope of Service and Provision of Care plans as applicable for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional ethical physical and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth dignity and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET Managing Up Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees experiential journeys to ensure strong communication ease of access to information and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organizations vision fulfills the mission and abides by the I CARE values

• Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.

• Serves as a liaison between patient facility and physicians to ensure surgical procedures are scheduled timely accurately and appropriately. Coordinates special requests and addons with appropriate department team as needed. Communicates with departments throughout the facility when barriers to the current schedule present.

• Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients physicians/office personnel and various hospital personnel while maintaining patient confidentiality.

• Schedules and registers multiple services with multiple departments utilizing computerized scheduling and registration systems; works with physicians to utilize requirements and addresses physician/patient requests or needs. Obtains required data in order to support hospital clinical/financial needs.

• Reconciles surgical responsibilities by preparing preliminary and final schedules for each physician as assigned. Uses established department auditing procedures to process orders and registrations under department policies and procedures.

• Obtains valid and compliant orders and schedules patients based on the physician order and according to department criteria.

• Confirms patients appointments instructs on location and directions to facility/department relays preappointment preparations and arranges for patients to have interpreter mobility or other assistance as needed for the visit.

• Establishes/updates the hospital account record to include detailed patient demographic and insurance information in electronic health record system selecting insurance plans and payers and medical necessity determination.

• Responds promptly to requests by staff patients and physicians; reschedules and/or cancels surgical procedures as needed. Generates reports and assists with department correspondence as directed.

• Communicates to resolve patient access and quality service matters. Keeps open channels of communication with physician patient and service areas regarding action taken and outcome. Resolves complex problems and issues.

• Verifies patient demographics eligibility and diagnostics as guided by scheduling protocol for each physician and involves physician as needed to coordinate care.

• Schedules patient appointments utilizing standard operating procedures and enters data into applicable systems with a high level of thoroughness accuracy and timeliness.

• Works directly with the insurance team and business office to ensure financial controls are met and verified prior to rendering and/or scheduling services. Coordinates with revenue cycle team to ensure proper documentation is received for billing and ensures policies and procedures are maintained to meet internal controls for auditing.

• Organizes time effectively minimizing incidental overtime and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Generates and communicates new ideas and suggestions that will improve quality or service.

• High School diploma or equivalent education (examples include: GED verification of homeschool equivalency partial or full completion of postsecondary education etc.

• Five years of direct surgery scheduling experience

• N/A

• Demonstrates the skills and competencies necessary to safely perform the assigned job determined through ongoing skills competency assessments and performance evaluations

• Sufficient proficiency in speaking reading and writing the English language necessary to perform the essential functions of this job especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients physicians family members and coworkers in a manner consistent with a customer service focus and application of positive language principles

• Excellent communication and interpersonal skills via telephone and in person

• Ability to multitask and flexibility to meet the needs of patients physicians and department

• Knowledge of midlevel registration/access functions and insurance procedures including familiarity with insurance network parameters

• Ability to problem solve

• Midlevel understanding of medical terminology and diagnosis/procedural codes

• Ability to remain calm in stressful situations with patience and understanding

• Excellent customer service and professional communication skills

• Proficient computer skills and ability to learn and navigate multiple software programs

• Ability to handle detail work accurately and rapidly

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform Yes
• Scrubs Yes
• Business professional Yes
• Other (department approved) Yes

ONCALL*
*Note that employees may be required to be oncall during emergencies (ie. DIsaster Severe Weather Events etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

Houston Methodist Specialty Physician Group As one of the nations leading hospitals and academic medical centers Houston Methodist has brought together some of the nations leading experts in multiple specialties to serve our patients. As part of Houston Methodist Specialty Physician Group (HMSPG) these specialists not only provide excellent clinical care but are on the forefront of research developing leadingedge technologies and treatments and teaching the medical pioneers of tomorrow. This combination of clinical service research and academics ensures patients have access to the latest in treatments and technologies while providing the best in comprehensive patient care. Established as a nonprofit corporation and certified by the Texas State Board of Medical Examiners HMSPG enables physicians to maintain autonomy with respect to their clinical practice while growing their practice within an academic environment.