Bilingual Call Center Scheduler

Overview:
The primary purpose of this position is to work with a scheduling team consisting of the schedulers, Triage Nurse and Referral Coordinators to schedule patients per TAPM scheduling policy. This position receives incoming calls from patients/parents and determines appropriate scheduling based on guidelines established in a professional and courteous manner.
Job Responsibilities:

• Greets patients in a polite, prompt, helpful manner on the telephone.
• Answers incoming scheduling calls.
• Verifies and updates patient information and insurance when making an appointment.
• Understands and completes the registration process for new and/or established patients
• Performs insurance verification 2 days in advance of the patient's appointment
• Follows approved medical group guidelines and appointment scheduling policies and procedures to schedule patients (new and existing) for each practitioner.
• Documents triage calls by listing patient name, telephone number, date of birth, and complaints/symptoms or illness; directs information to nurse.
• Reviews schedules for providers daily for errors and/or adjustments
• Calls patients for next day appointments to verify or cancel.
• Reschedules patients in the absence of providers.
• Responsible for working with managers and providers on the no show process
• Works to ensure appointment slots are fully utilized by using the recall system and/or patient wait list to contact patients in order to fill unused slots.
• Works closely with the nursing staff, triage nurse and providers to appropriately schedule patients.
• Accesses the local hospitals EHR system to obtain patient record information prior to patient visit.
• Calls referring physician office to request records as indicated.
• Maintains information in a confidential manner, and complies with State, Federal and practice guidelines.
• Communicates with the front desk daily regarding scheduling changes
• Communicates with nursing staff to aid patient processing.
• Maintains patient recall process and assist with working the patient work queue
• Call and Follow Up in no shows to educate them on the no show policy and reschedule them accordingly.
• Actively work the no shows and send letters according to the policy
• Assist front desk assistants as needed and/or when team members maybe out
• Maintains work area in a neat and orderly manner.
• Attends meetings as required.
• Cooperates in departmental cross training.
• Prepares report for supervisor, including details of all patients on recall list.
• Abides by all company policies regarding safety/health rules and regulations.
• Adapts to various situations and adjusts to shifting priorities.
• Performs other duties as assigned.

Preparation & Training:
Job duties require the use of electronic health record. Must have a working knowledge of data processing equipment, computers (Excel, word processing), telephones, and such typical office machines and equipment. Must maintain effective written and oral communication/English skills, as well as excellent customer service abilities. A minimum of 2 years of medical office experience is required. Medical Assistant or Medical Registration is a plus. A combination of education and experience may be considered. Must maintain current NC driver's license for occasional outside travel. Must be proficient in English written and oral skills. Bilingual is a plus with written and oral skills.