Provides seamless appointment scheduling services to patients and referring physician offices by matching physician-specific scheduling guidelines with patient appointment preferences across the Geisinger Health System (GHS) using technology. Collects and maintains accurate, basic patient information relating to registration and insurance in compliance with HIPAA guidelines. Facilitates positive multi-channel communications among patients, physicians, clinical staff, outreach sites, and internal departments to serve patient and referring physician needs using advanced writing, telephone, e-mail, and internet skills. Possesses solid knowledge regarding specialty, primary care, and/or community practice department specific scheduling guidelines, procedures, appointment scheduling and clinic work flows. Provides flexible coverage for co-workers in assigned work groups as needed.
Directly accountable to Supervisor, Scheduling Services.
COMPETENCIES AND SKILLS:
Demonstrates a positive, supportive, respectful and helpful attitude in interactions with all department customers (patients, physicians, visitors and other healthcare team members).
Demonstrates respect for the rights and dignity of all patients. Provides and maintains patient privacy at all times. Is compliant with HIPAA guidelines and privacy practices, patient confidentiality and patient rights.
Demonstrates the ability to effectively handle the departments minimum appointment-related contacts to resolve questions or concerns from patients and/or referring physicians on a weekly basis.
Demonstrates the ability to promote and work in a team atmosphere to manage and process all multi-channel contacts and attain common goals.
Demonstrates a positive work attitude.
Demonstrates a calm, professional manner. Offers and acts on constructive feedback.
Demonstrates time management skills effectively to perform scheduling while meeting department productivity and service standards.
Demonstrates high level of customer service while meeting department quality performance standards
Demonstrates flexibility in response to unexpected changes in workload, staffing and scheduling.
Demonstrates detailed knowledge of Microsoft Office applications, GroupWise and all other department software systems and their integration.
EDUCATION AND EXPERIENCE:
High school diploma required. Minimum of one-year experience in a medical office/clinical setting, call center or customer service experience required.
Associate's/Bachelor's degree in business or related degree required.
Familiarity with medical terminology preferred.
Previous call center experience preferred.
NAHAM or CRCR certification preferred.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Work is typically performed in an office environment.
May be required to work weekends and/or evening rotation according to the business needs of the department.
The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
One of the nation’s most innovative health services organizations, Geisinger serves more than 1.5 million patients in Pennsylvania and New Jersey. The system includes 13 hospital campuses, a nearly 600,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. A physician-led organization, with approximately 32,000 employees and more than 1,800 employed physicians, Geisinger leverages an estimated $12.7 billion positive annual impact on the Pennsylvania and New Jersey economies. Repeatedly recognized nationally for integration, quality and service, Geisinger has a long-standing commitment to patient care, medical education, research and community service. For more information, visit geisinger.org or connect with us onFacebook, Instagram, LinkedInand Twitter.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
*Domestic partner benefits not applicable at Geisinger Holy Spirit.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh Food
Farmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencing
programs, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.
Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.