Patient Appointment Scheduler
Job Location:
Roanoke, VA - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
The Call Center Scheduling Specialist is one of the first points of contact for patients requesting appointments with our providers or information about our practices. Working in a call center environment the Call Center Scheduling Specialist is responsible for managing incoming referrals and scheduling appointments for a clinical department. Clinical departments are complex multi-specialty multi-location medical practices serving a broad geographic addition the Call Center Specialist must also have achieved mastery in scheduling and is a subject matter expert in complex appointment scheduling functions.
- Navigates multiple systems simultaneously in order to effectively schedule appointments tests and/or procedures according to protocols established by clinical staff and scheduling standards. Ensures patients are aware of their scheduling options and are consistently offered the first available appointment.
- Proficient in all aspects of scheduling including making canceling and rescheduling appointments based on the scheduling guidelines. Demonstrates the ability to leverage waitlists works recalls and processes clinic-initiated reschedules.
- Engages patients in the scheduling process collecting and entering relevant demographic and medical information into the electronic health record. Supports the pre-registration process by validating guarantor accounts and verifying existing insurance coverage.
- Creates new referrals and manages existing referrals in the referral work queue. Accurately updates the referral shell within the prescribed timeframes in accordance with the organizations referral guidelines.
- Demonstrates proficiency and skill in responding to multi-channel communications. Maintains acceptable call metrics including average speed of answer average handle time AUX ratio and average scheduling attempts per worked hour
- Coordinates with the clinic care team. Routes referrals/calls requiring triage or an order to the physician Advice Line Nurse or care team as appropriate.
- Effectively communicates through written digital and verbal channels with patients facilities providers and other colleagues to ensure an easy empathetic solution-orientated patient experience. Builds impactful relationships through a variety of communication mediums including phone chat email MyChart and EPIC in-basket messaging. Anticipates patient and provider needs and responds accordingly.
Education: High school diploma or equivalent required. Bachelors degree preferred. Bachelors degree accepted in lieu of minimum experience.
Experience: Five years customer service experience in an environment that requiring multi-tasking such as a call center physicians office hospitality or retail/service industry or a bachelors degree. Call center experience preferred.
Other Minimum Qualifications: A demonstrated ability to work effectively in a fast-paced team environment manage difficult and emotional situations remain calm under stress display empathy and maintain positive communication is required. Must have strong keyboarding and computer skills.
Recruiter:
EVA LIPSCOMBRecruiter Email:
For more information contact the HR Service Center at 1-.
Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race color religion sex national origin age (40 or older) disability genetic information or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 8:00 a.m. to 4:30 p.m. Monday through Friday.
About Company
Carilion Clinic is a not–for–profit health care organization based in Roanoke, Va. Through our comprehensive network of hospitals, primary and specialty physician practices and other complementary services, we work together to provide quality care
