Job Description

The Scheduler II role is involved in patient care handling a large volume of inquiries and requests from patients, providers for access/assistance in scheduling diagnostic outpatient imaging services, physician referral/appointment s and general department information across all Atlantic Health Locations.

• Accurately performs the scheduling, insurance eligibility verification, pre-authorization, financial assistance screening, estimate creation/collections and ensures accurate collection of patient registration data.

• Ensures accurate transcription and scanning of exam referral/orders transcription into patient’s EMR.

• Follows-up with payer to receive a determination on insurance verification, escalating as necessary to ensure pre-service approval.

• Accomplishes flexible work assignments based on daily priority, following established metrics and guidelines.

• Supports peer leadership to meet department metrics including but not limited to training, assignment support, escalation and troubleshooting of scheduling issues.

Job Duties:

• Accurately handles incoming phone calls, SMS requests, electronic web requests, performs patient registration, placing outbound phone calls and scheduling appointments for all Atlantic Health System locations within a high call/fast paced call volume environment.

• Ensures accurate and timely completion of inbound scheduling requests via fax or electronic work queues.

• Indicates special patient needs (ex: special accommodation, exam protocols, interpreter, etc).

• Promotes patient portal usage and connects to registration resources when applicable.

• Ensures patients are aware of their upcoming appointment at the time of scheduling; assists with cancelling and rescheduling services.

• Completes the patient’s Face sheet at the time of scheduling with all necessary demographic/insurance information and forms/documents in efforts to expedite the check-in process.

• Maintains and updates patient’s accounts for medical and financial eligibility. Required to operate within Epic Work queues to stay up to date with all upcoming visits requiring this review (i.e., obtaining all necessary billing, insurance and other demographic information from patient or insurance representative, obtaining necessary authorizations, etc.).

• Coordinates with patient and physician practice as required to obtain any missing information or to inform the patient of the status of their appointment / amount due for service.

• Performs real-time insurance verification and interprets responses. Communicates insurance participation, financial responsibility (if applicable) and time of service policy to patient population. Collects Pre-service financial responsibility for upcoming services.

• Proactively solicits customer feedback.

• Provides proactive and timely responses to internal and external customer needs and requests.

• Supports revenue cycle department policies, practices and goals related to the patient experience and quality outcomes.

• Identify and present opportunities for change and improvement.

• Meets individual productivity and quality expectations in all job functions.

• Escalate cases as appropriate. Reports errors and mistakes found in system to direct supervisor to promote education, coaching and training opportunities of others.

• Maintains knowledge of insurance requirements. Completes all required trainings, participates in staff meetings and in-services.

• Assists with review of scheduling related reports and issues. Tracks and trends data for root cause analysis and process improvement initiatives.

• Assists team members and leadership with workflow questions and concerns.

• Assist with training and quality Audit call review for Scheduler I team members.

• Completes special projects and workflow testing to meet expectations of scope and deliverables.

• Assist with Creating tip sheets to assists with workflow implementations.

Required:

• 3-5 years of prior relevant experience, or 1 year of high performance in the Central Scheduling Scheduler I role.

• HS Diploma or equivalent

• All legally/reasonably expected certifications needed for function and level

Preferred:

• Associate or Bachelors’ Degree preferred.

• Call Center experience, preferably in a Radiology imaging location.

• Applicable experience as Scheduler, Practice Office Assistance, or 2+ years Patient Access Representative.

• Electronic Medical Record (EMR) experience, preferably EPIC.