Job Description

The Scheduler greets customers entering the department or by telephone to schedule patient appointments for single or multiple deparatments or services. Gives specific patient directions and instructions related to the appointment. May hear and resolve complaints from patients and public. Maintains and updates all scheduling information. May also make reminder phone calls to patients prior to their appointment. Works with insurance carriers, financial counselors, and other ancillary staff as needed to coordinate the appointment. Relies on established guidelines to accomplish tasks and works under close supervision.

1. TECHNICAL TASKS
   1. Monitors departmental equipment and notifies lead scheduler of equipment concerns realizing that any downtime can affect service to customers
   2. Assists fellow members of the scheduling team with operational issues to further knowledge and ensure a productive and service oriented environment
2. CRITICAL THINKING
   1. Completes all duties scheduled during the workday without interference to the quality of work
   2. Responds to changes in the work schedules as necessary; continually uses time to departmental advantage
   3. Regularly accepts additional works during slow periods; asks team leader, Supervisor or Director what needs to be done
   4. Continually strives to make use of time during the day through careful coordination of daily tasks
   5. Demonstrates a consistent level of performance; maintains progress on special projects when other duties are complete
   6. Reports any problems with the normal workflow to the Team Leader, Supervisor or Director.
   7. Assists other department employees as needed; assumes additional responsibilities while other employees are on vacation or not scheduled to work
   8. Consistently demonstrates a willingness to help with work that needs to be done; willing to stay late to complete assigned tasks
   9. Demonstrates an understanding of all policies and procedures concerning the responsibilities of scheduling
   10. Adheres to departmental policies and procedures regarding patient care with special attention to biohazard procedures.
   11. Assists other schedulers by sharing information on new procedures
   12. Consistently demonstrates the ability to assess a situation, consider alternatives and choose the appropriate course action
   13. Always keeps all information regarding patients registration confidential
   14. Continually strives to learn an help develop new programs and systems
   15. Attends in-house educational programs that are relative to the established Departmental duties (departmental meetings)
   16. Knowledgeable in the admissions process to pre register patients as needed
3. INTERPERSONAL RELATIONS
   1. Handles scheduling duties while always remaining open to any other assistance customers may need.
   2. Demonstrates excellent telephone skills when handling phone calls, always remaining professional and courteous
   3. Consistently demonstrates sensitivity to the needs of callers and customers
   4. Demonstrates effective communication skills by conveying necessary information accurately, listening effectively and asking pertinent questions where clarification is needed
   5. Interacts with all co-workers in a way that promotes a harmonious and cooperative working environment, using humanistic attitude of compassion, understanding, respect and dignity
   6. Consistently works well with those in authority positions and with the supervisor to improve departmental operation and customer service
   7. Assists other employees or areas of department when own assigned work is completed to assure efficiency, maintaining the shortest possible turnaround time
   8. Organizes and consistently completes work within acceptable time limits to facilitate customer service and facilitate efficient departmental operation
   9. Adapt to changes or unusual circumstances in a way that promotes cooperation and minimizes disruption to working environment (does not negatively affect the quality of work, productivity, or the attitude of other workers
   10. Establishes a good rapport and cooperative working relationships with members of the Admission Department, nursing, physicians, and physicians office personnel, and other hospital staff
4. Other duties as assigned
   1. Consistently performs 12 organizational Service Standards focused on Values, Service, and Quality.

• Medical and scheduling experience preferred
• High School diploma