Position Summary: The Guthrie Clinic works with the communities we serve to help each person attain optimal, life‐long health and well‐being. The Centralized Scheduler will provide the highest quality patient care consistent with Guthrie’s Vision of Improving Health through Clinical Excellence and Compassion; Every Patient. Every time. As a first point of contact for most patients, the Centralized Scheduler provides direct, daily operational support in a manner consistent with The Guthrie Clinic’s Service Excellence Standards. The Centralized Scheduler will continually demonstrate Patient Centeredness, Teamwork, and Excellence in the daily performance of their duties. This position requires the ability to be self‐motivated, flexible, punctual, detail oriented, have good time management skills and have excellent communication skills. Performing all centralized scheduling services and procedures (as assigned), including scheduling, pre‐registration, cancellation and insurance and benefits verification. Maintaining and applying detailed knowledge of Patient Access workflows and the centralized scheduling and registration system in order to address patient inquiries about scheduling, pre‐registration, cancellation, insurance and benefits verification/billing/payments, and any self‐pay/personal financial liabilities.Education, License & Cert: High school graduate or GED required.Experience: Prior healthcare customer service, scheduling, insurance billing and payment knowledge. Two years previous healthcare experience. Previous experience using or implementing Epic. Ability to use Windows programs such as MS Word and other software packages with knowledge of medical terminology. Excellent written, verbal communication and interpersonal skills. Strong typing skills and proper phone etiquette. Ability to make independent judgment decisions about the data being gatheredEssential Functions:
Perform scheduling, pre‐registration, cancellation, and insurance and benefits verification and patient payment collection and all other centralized scheduling duties in compliance with customer service standards.
Strong customer service skills to ensure quality phone calls with the patients.
Execute front‐end centralized collection of all patient insurance benefits information to ensure accurate payment of services as well as educate patients on copays and previous balances. Schedule patients with financial counselors for assistance when appropriate or get patient to a customer representative to learn more about their balance.
Develop strong working relationships with physician offices, non‐centralized scheduling and registration areas, ancillary coding, and other areas as needed to ensure appropriate and effective communication and coordination of service delivery.
Assist patients with enrollment of my chart or any issues related to my chart and educate on the capabilities.
Adhere to all relevant policies and procedure as outlined by direct report.
Meet productivity, quality requirements and service goals as outlined in the performance expectations.
Function as a team member to assist other centralized schedulers with tasks as needed including assisting in training of all employees as assigned.
Communicate to direct report all centralized scheduling obstacles, concerns and system deficiencies impacting the team and provide support in dealing with complex issues.
Complete special projects, make outbound calls to schedule from referrals/orders, enter in orders and referrals, assist with conversational messaging with patient or work queues as assigned.
Operate and utilize the Epic System while staying current and learning new skills as needed to perform all aspects of the position.
Other Duties:
Assist and participate in departmental meetings when needed.
Support the Guthrie Clinic’s system‐wide vision and goals of central scheduling.
It is understood that this description is not intended to be all‐inclusive and that other duties may be assigned as necessary in the performance of this position.
Rev. 2-2-2024The pay range for this position is $16.00 - $22.37/hour