Healthcare Scheduler Gastroenterology

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Great careers are built at Banner Health. We understand that talented health care professionals appreciate having options. We are proud to offer our team members many career and lifestyle choices throughout our network of facilities. Apply today this could be the perfect opportunity for you.

The providers at Banner Health Center at Desert Ridge are committed to providing comprehensive care for patients and their family. Our goal is to build lasting relationships with our patients and create personalized care plans with an emphasis on prevention and wellness. Our Desert Ridge location is a diverse product facility and has a diverse product line for patients from birth and beyond in Pediatrics Internal Medicine and Family Practice.

Gastroenterology is the treatment of conditions and diseases of the digestive system. Whether patients have acid reflux or gastrointestinal cancer we are here to help patients get back on the road to wellness. Our specialists work closely with patients to develop an accurate diagnosis and treatment plan. No matter the condition our goal is to lead them back to the daily life and activities they love.

As a Healthcare Scheduler you will be a contact for patients calling for multiple GI clinic locations delivering exceptional and empathetic customer service. Responsibilities include managing incoming calls scheduling appointments and providing appointment reminders. Success requires excellent communication attention to detail multi-tasking abilities and a genuine commitment to making patients feel heard supported and confident throughout their care journey.

Location: Banner Health Center 4375 E Irma Ln. Phoenix AZ 85050

Schedule: Monday - Friday 8:00am- 4:30pm

POSITION SUMMARY
This position is responsible for scheduling across the system for physicians medical facilities and medical practices by coordinating all aspects of scheduling including but not limiting to facility resources physicians authorizations insurance verification benefits and setting payment expectations to ensure an exceptional customer experience at each point of service. Using a broad understanding of customer engagement strategies clinical procedures and company facilities this position provides accurate and timely information to create an experience that is easy empathetic and differentiated in the marketplace.

CORE FUNCTIONS
1. Schedules medical appointments through coordination of patients providers facility resources ancillary staff records referrals authorizations and payers. Receives and initiates calls to/from patients providers provider offices and facilities while following all established scheduling procedures and protocols to ensure patients receive the care they need when and where they need it.

2. Effectively schedules appointments tests and/or procedures leveraging various electronic medical record / scheduling software systems according to protocols established by clinical staff and scheduling standards. Identifies alternative schedule solutions in the event patients preference is not available while adhering to procedures and protocols and ensuring patient safety.

3. Obtains patient demographics insurance information and necessary documents required to secure authorizations referrals or other data as determined by various facilities and insurance carriers. Responsible for obtaining and properly documenting all necessary and accurate data during the intake/registration process. Acquires and documents pertinent patient medical information in accordance with procedural guidelines.

4. Provides patients with information pre and post-test instruction provides location of appointment and directions. This position answers questions as necessary within guidelines and protocols. Refers questions to medical offices as appropriate. Ensures patient has no surprises at point of service by setting payment expectations as well as providing estimated payment detail where applicable.

5. Effectively communicates and builds impactful relationships through written digital and verbal channels with patients facilities providers and other clinical colleagues to ensure an easy empathetic solution-orientated patient experience included but not limited to phone chat email electronic medical record messaging and other digital channels. Anticipates patient and provider needs and responds accordingly.

6. Solicits labels stores and manages scanned documents and orders received from physician offices in the document imaging software system. Ensures that all appropriate documents are received prior to appointments and ensures that orders are compliant with each facilitys policy.

7. Where applicable collects pre-payments and verifies insurance coverage to ensure no surprises and enable patient ease.

8. Services inbound and outbound customer and staff communications for all facilities in the states in which they operate. Works with various departments and staff to provide accurate managed care information.

MINIMUM QUALIFICATIONS

High school diploma/GED or equivalent working knowledge.

Requires skills and abilities typically attained with minimum of 1 or more years of customer service or related experience in a healthcare setting such as medical office/clinic or hospital scheduling. Other acceptable experience includes lab medical transcription medical assistant or receptionist in a medical setting or other equivalent experience. Demonstrated ability to provide essential customer service and knowledge in a high paced inbound contact center environment Ability to use technology tools to research and obtain accurate information to respond to customer inquiries via incoming calls emails and/or instant messaging/chat avenues while maintaining a professional solutions and service-oriented demeanor at all times. Effective ability to build customer loyalty through positive customer interactions and provide an easy experience. Demonstrated ability to utilize computer and typing skills.

Excellent interpersonal and communication skills to maintain a positive and helpful attitude with customers providers and clinic operations. Must have the ability to follow oral and written directions as they relate to the functions listed above. Must have the ability to acquire and utilize a sound knowledge of the companys customer information systems. Must possess excellent organizational and time management skills. Accurate and efficient keyboarding skills the ability to work effectively with common office software are required. Requires effective teamwork skills and the ability to meet deadlines and productivity standards.

PREFERRED QUALIFICATIONS

Experience in an in-bound call center or scheduler in a practice management environment preferred. Knowledge of payor contract terms and processes preferred. Some level of familiarity with medical terminology strongly preferred. Knowledge of payor contract terms and processes is preferred.

Additional related education and/or experience preferred.

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