The Central Scheduling Representative is responsible for coordinating and accurately scheduling diagnostic procedures for all ordering providers and schedules procedures for multiple hospital departments. This role has the expectation of learning and using processes and information to meet our customers’ and patient's expectations in scheduling for ordered diagnostic procedures; to include providing appropriate patient education and information for their ordered procedure, providing comprehensive helpful information on what to expect and plan for. This role is responsible for ensuring effective and collaborative communication to the ordering provider/nurse to ensure patient care as ordered is facilitated. This role provides education both verbally and via mail to manage the patient and/or family member's expectations as a patient of our facility. The Representative learns and demonstrates ability to provide the highest level of customer service, while gathering information/data to schedule and pre-register patients and in all interactions while representing Benefis Health System.

NON-EXEMPT

Works to achieve QA results 90-95% for six months or more

Able to schedule/pending schedule progressively to at least 25-30 patient calls day

Performs diagnostic scheduling functions for scheduled department procedures in the hospital setting.

Maintains the flow of communication in the department by answering incoming calls in a timely manner, routing calls to the appropriate areas and making outbound calls to patients and other departments as needed.

Gather complete and accurate demographic, financial and clinical information from patients over the phone.

Provides excellent customer service, actively listening to patients, and communicating over the phone in a clear and engaging manner.

Informs patients of any pre-appointment instructions or preparations and information that will be required at the time of check-in.

Schedules procedure via the hospital information system following HIPAA requirements and established protocols

Develops working relationships with clinicians and their office staff to facilitate optimal communication.

Solves practical problems dealing with a variety of issues and interpreting a variety of instructions furnished in written or verbal form.

Demonstrates the ability to deal with pressure to meet deadlines, to be accurate, and to handle constantly changing situations.

Demonstrates the ability to deal with a variety of people, deal with stressful situations, and handle conflict.

Professional Requirements:

Adheres to dress code.

Completes annual educational requirements.

Maintains regulatory requirements.

Wears identification while on duty.

Maintains confidentiality at all times.

Attends department staff meetings as required within the department.

Reports to work on time and as scheduled; completes work in designated time.

Represents the organization in a positive and professional manner.

Actively participates in performance improvement and continuous quality improvement (CQI) activities.

Coordinates efforts in meeting regulatory compliance, federal, state and local regulations and standards

Communicates and complies with the Benefis Health System Mission, Vision and Values as well as the focus statement of the department.

Complies with Benefis Health System Organization Policies and Procedures.