Sleep Health MD
Front Office Scheduler/Operator – Job Description
Classification
– Non-exempt
Reports to
– Lead Scheduling Team and Director of Administrative Operations
Position summary
– The Front Office Scheduler/Operator is a full time, 40 hour per week position responsible for greeting patients in a welcoming manner; scheduling appointments; providing education on services we provide; maintaining accurate records and accounts; answering incoming calls and returning missed calls. Also serves as the liaison between patient and medical staff.
Essential functions—
Follows front office protocols to maintain the integrity of company workflows.
Opens and closes office, tidies workspace.
Checks in/Checks out patients for appointments and services.
Collects co-pays, estimated costs for services, and past due balances.
Maintains patient records: Verifies, and updates demographic, insurance, and other necessary information in the health record.
Answers the telephone, makes reminder calls, sends and responds to texts.
When scheduling appointments in person or by telephone, considers options to optimize patient satisfaction, provider time, and treatment room utilization.
Sends documents/forms that need to be completed prior to patient visit.
Anticipates patients’ anxieties answering patients’ questions and provides education and explanation of recommended procedures and referrals.
Ensures efficient coordination of care by electronically filing, retrieving and sending patient records according to HIPAA and company guidelines.
Completes assigned tasks, Case Dashboard cases and Tasks in the Clinical Inbox in a timely manner.
Maintains satisfactory, regular and predictable attendance by reporting to work as scheduled and keeping unscheduled absences to a minimum.
Maintains patient confidentiality of personal/financial information and strictly follows HIPAA Guidelines.
Helps patients in distress by responding to emergencies in a calm and professional manner.
Maintains operations by following policies and procedures; reporting needed changes.
Provides feedback and communicates regularly with Scheduling Manager and Lead Scheduler to optimize workflows and identify areas of improvement.
Other tasks and projects as assigned.
Competency—knowledge, skills, and abilities.
1-2 years of direct customer service experience required
Must be computer and internet savvy. Familiar with Outlook, MS Word, Excel and possess intermediate level web navigation, keyboard and typing skills.
Professional communication
Organized and efficient
Exceptional time management
Problem-solving skills with quality focus
Self-starter with good judgment
EMR (Athena), Encore, & Airview experience is ideal
Bilingual in Spanish is preferred
Work environment
— Indoor, climate-controlled office space near front entrance to clinic. Workspace is shared with co-workers and in close proximity to patients. Front office area can get noisy when waiting room is fully occupied.
Physical demands
— Keyboarding/mouse up to 8 hours per day. Lifting up to 50 pounds. Sitting up to 8 hours per day. Standing/moving up to 8 hours per day.
Position type and expected hours of work
— This is a full time, 40 hour per week position. Typical work hours range from 7:15 am- 4:15 pm, 8:00 am- 5:00 pm, 9:00 am- 6:00pm, depending upon the hours of clinic. Mostly Monday- Friday, but some Saturdays required. Occasional overtime is to be expected.
Travel
— Travel between office locations is required. 60-80% within same county, up to 20-40% outside of primary county depending upon the needs of the practice.
Required education and experience
– High school diploma or GED required, some college preferred.
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– Non-exempt
Reports to
– Lead Scheduling Team and Director of Administrative Operations
Position summary
– The Front Office Scheduler/Operator is a full time, 40 hour per week position responsible for greeting patients in a welcoming manner; scheduling appointments; providing education on services we provide; maintaining accurate records and accounts; answering incoming calls and returning missed calls. Also serves as the liaison between patient and medical staff.
Essential functions—
Follows front office protocols to maintain the integrity of company workflows.
Opens and closes office, tidies workspace.
Checks in/Checks out patients for appointments and services.
Collects co-pays, estimated costs for services, and past due balances.
Maintains patient records: Verifies, and updates demographic, insurance, and other necessary information in the health record.
Answers the telephone, makes reminder calls, sends and responds to texts.
When scheduling appointments in person or by telephone, considers options to optimize patient satisfaction, provider time, and treatment room utilization.
Sends documents/forms that need to be completed prior to patient visit.
Anticipates patients’ anxieties answering patients’ questions and provides education and explanation of recommended procedures and referrals.
Ensures efficient coordination of care by electronically filing, retrieving and sending patient records according to HIPAA and company guidelines.
Completes assigned tasks, Case Dashboard cases and Tasks in the Clinical Inbox in a timely manner.
Maintains satisfactory, regular and predictable attendance by reporting to work as scheduled and keeping unscheduled absences to a minimum.
Maintains patient confidentiality of personal/financial information and strictly follows HIPAA Guidelines.
Helps patients in distress by responding to emergencies in a calm and professional manner.
Maintains operations by following policies and procedures; reporting needed changes.
Provides feedback and communicates regularly with Scheduling Manager and Lead Scheduler to optimize workflows and identify areas of improvement.
Other tasks and projects as assigned.
Competency—knowledge, skills, and abilities.
1-2 years of direct customer service experience required
Must be computer and internet savvy. Familiar with Outlook, MS Word, Excel and possess intermediate level web navigation, keyboard and typing skills.
Professional communication
Organized and efficient
Exceptional time management
Problem-solving skills with quality focus
Self-starter with good judgment
EMR (Athena), Encore, & Airview experience is ideal
Bilingual in Spanish is preferred
Work environment
— Indoor, climate-controlled office space near front entrance to clinic. Workspace is shared with co-workers and in close proximity to patients. Front office area can get noisy when waiting room is fully occupied.
Physical demands
— Keyboarding/mouse up to 8 hours per day. Lifting up to 50 pounds. Sitting up to 8 hours per day. Standing/moving up to 8 hours per day.
Position type and expected hours of work
— This is a full time, 40 hour per week position. Typical work hours range from 7:15 am- 4:15 pm, 8:00 am- 5:00 pm, 9:00 am- 6:00pm, depending upon the hours of clinic. Mostly Monday- Friday, but some Saturdays required. Occasional overtime is to be expected.
Travel
— Travel between office locations is required. 60-80% within same county, up to 20-40% outside of primary county depending upon the needs of the practice.
Required education and experience
– High school diploma or GED required, some college preferred.
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