Scheduler

Summary: The Support Center Specialist/Scheduler is primarily responsible for managing patient access to the clinic by identifying and responding to patient needs. Primary responsibilities include managing the telephone traffic into Grace Health by delivering service to the patient or transferring to the appropriate department/location with preparatory information for expedited service. Managing patient demographic and contact information is high priority during all patient contacts. The Support Center Specialist/Scheduler influences patient flow and the general pace of the business day through scheduling decisions and work pace. Essential Duties and Responsibilities: Manage telephone traffic into the support center by answering incoming calls within two rings Answer telephone calls courteously using proper greeting and name Schedule patient appointments, monitoring the schedule to ensure appropriate appointment placement, allotting sufficient time for special procedures or lengthy exams Screen incoming calls and transfer calls to other staff as necessary Place outbound follow-up calls or transfer calls to front offices and/or Patient Care Coordinators Task Nurse/Medical Assistant or Patient Care Coordinator with patient information or questions Answer questions about appointments, Sliding Fee Scale, or other issues as needed Reschedule appointments Update patient’s demographic information in NextGen Communicate and interact effectively with patients and families, physicians, and peers to maximize successful patient outcomes Collect payment information for payment on accounts Check NextGen task and handle requests and job assigned therein efficiently Perform all other duties as assigned Other Essential Duties and Responsibilities: Grace Health recognizes that managing patient care is a team effort involving both clinical and non-clinical staff. All employees must embrace a team-based approach to patient care and understand that each role is important to our success. Team members must demonstrate excellent communication and coordination skills to provide quality patient care. Care coordination includes communication with community organizations, health plans, facilities, and specialists. Care team members must understand and embrace the concept of population health management and proactively address the needs of patients and families served by the practice. Team members must demonstrate the skills and knowledge necessary to communicate effectively with vulnerable patient populations. Team members must participate in Continuous Quality Improvement (CQI) activities within the organization to ensure patients receive high-quality care. All team members will be involved in improving quality outcomes. Team members will participate in the review and evaluation of practice performance and help identify opportunities for improvement. Team members will participate in Grace Health's advocacy program. General Duties: Follows all organizational policies and procedures, including administrative, clinical, quality assurance, and personnel policies. Maintains satisfactory attendance, including attendance at meetings and completion of assigned tasks. Maintains timely documentation of all work assignments. Maintains patient confidentiality. Routinely keeps the supervisor informed regarding attendance and job assignments. Demonstrates flexibility and the ability to multitask. Works effectively and efficiently. Works cooperatively with providers, administration, and peers. Qualification Requirements: To perform this job successfully, an individual must be able to support and advance Grace Health's mission while satisfactorily performing each essential duty. The requirements listed below represent the knowledge, skills, and abilities required for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Skills: Listening skills Problem solving skills Pleasant personality Cooperative attitude Written and oral communication skills Organized work habits Computer skills Education and/or Experience: High School Diploma or equivalency required At least one (1) year of medical office experience is strongly preferred Internal candidates strongly preferred Physical Demands: The physical demands described herein represent those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools, or controls. The employee occasionally is required to reach with hands and arms, stoop, kneel, crouch, or crawl, and taste or smell. The employee must occasionally lift and /or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Work Environment: Grace Health is a faith-based, federally qualified health center (FQHC). We provide primary healthcare services to underserved, underinsured, and uninsured individuals throughout southeastern Kentucky. Our mission is "to show the love and share the truth of Jesus Christ to southeastern Kentucky through access to compassionate, high-quality primary healthcare for the whole person." The work environment characteristics described herein are representative of those employee encounters while performing the essential functions of this position. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform the essential functions of the position. The noise level in the work environment is typically moderate. Grace Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.