Patient Service Representative/Procedure Scheduler

Primary Duties & Responsibilities:

Answers incoming calls, schedules and reschedules appointments, provides general non-medical information, creates new patient accounts, checkout in-person and tele visit patients. Covers check-in as needed.

Handles all scheduling for patient procedures including post-procedure appointments. Responsible for ensuring all medical and specialty clearances are obtained in a timely manner prior to procedure date. Schedules all procedures with the appropriate facility based on procedure, patient’s medical conditions, insurance requirements and participation while maintaining efficient use of available block times and provider availability.

Serves as a primary point of contact for the patient, and will act as a liaison with the physician, patient and other departments. Serves as a resource and supports the patients before, during, and after procedure for all non-medical issues.

• Coordinates with patient and schedules procedure on appropriate provider’s schedule.
• Communicates preoperative instructions clearly to patients, addressing questions and concerns with professionalism and empathy. Provide patients with printed individualized preoperative instructions.
• Obtains signature for procedure informed consent
• Ensures that all arrangements have been made for each procedure including obtaining necessary special equipment requested by physician for specific procedures.
• Works with billing to complete requests for authorizations online, by fax and telephone.
• Post procedure with appropriate facility providing all necessary information, documentation and authorizations in a timely manner.
• Manages procedure cancellations and reschedules with the appropriate facility and adjusts schedule to maximize provider’s time.

Qualifications:

• Minimum 2 years procedure scheduling experience within a medical office setting required
• Prior clinical medical assistant (MA) experience helpful
• Familiarity with insurance verification and authorizations
• Strong attention to detail and organizational skills to manage multiple cases and schedules simultaneously required.
• Excellent customer service skills with the ability to communicate effectively and compassionately with patients, families, and team members.
• Problem solving skills with the ability to adapt to patient needs
• Must be a supportive team member
• Experience with eCW preferred
• Bilingual (Spanish) required