Patient Scheduling Specialist

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Effective Date:

11/1/2019

Entity:

Wisconsin

Job Code:

300055

Job Title:

Patient Scheduling Specialist

FLSA Exemption Status:

Non-Exempt

Management Level:

Individual Contributor

JOB SUMMARY

The Patient Scheduling Specialist is often the first contact of patients when they visit one of our sites or facilities. This position is responsible for greeting patients and working with them in person, on the phone, or through electronic correspondence to meet their needs regarding scheduling, updating patient information, checking patients in and out, and acting as a liaison in reporting any patient suggestions to management.

In addition, the Patient Scheduling Specialist is responsible for advanced level scheduling of patients. This includes the coordination of multiple, complex appointments and resolution of patient related issues. This position is responsible for assisting in training of other employees in patient scheduling positions. Individuals in this position perform the complex scheduling duties greater than 50% of work time.  

ESSENTIAL DUTIES

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Performs all levels of scheduling from basic to complex. Complex scheduling must be greater than 50% of time worked and may include, but is not limited to:

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Procedure Scheduling - Perform duties to facilitate and coordinate scheduling of non-surgical procedures such as completing procedure request including equipment, rooms, and time commitments needed; coordinate physician schedules and reserve time on physician calendars; link other resources as needed

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Highly variable scheduling work typically due to scheduling in a specialty care environment. Examples of highly variable scheduling work include scheduling treatment plans; conducting pre-referral work; coordinating multiple appointments across multiple locations and/or specialties; scheduling in two or more systems

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Multi-Disciplinary Scheduling – Comprehensive clinics with more than one billing provider in which multiple providers across multiple disciplines require scheduling for the same date of service for a patient.

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In addition to performing complex scheduling duties more than 50% of the time, employees in this title perform basic scheduling duties including but not limited to:

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Meet patient needs through a variety of methods.

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Answer incoming phone calls and make outbound phone calls, gathering information to route appropriately

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Check in patients

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Make walk-in appointments

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Check out patients and print after visit summaries

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Schedule appointments via phone, in person, or via electronic correspondence

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Schedule follow up appointments

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Coordinate appointments for patients in other clinics

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Coordinate Lab and Radiology appointments

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Cancel and reschedule appointments

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Manage electronic worklists

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Manage templates for day to day edits and reschedules

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Promote and assist patients in kiosk use

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Create and maintain patient records.

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Verify and update patient demographics

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Verify visit account and insurance information and transfer to Registration if updates are needed

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Create hospital account records

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Complete Medicare as a Secondary Payor Questionnaire as needed

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Collect patient photographs, document signatures, and insurance card scans

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Collect copays, pre-payments and outstanding balances

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Generate MyChart activation codes

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Update and verify primary care and referring providers

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Manage visit prior authorization and referral requirements.

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Counsel patients on prior authorization, referral requirements, and insurance networks as prompted by the electronic medical record

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Evaluate referrals and link to appropriate upcoming appointments

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Submit online requests for prior authorization to be completed by UWH Prior Authorization department. Track and manage the request through to appointment resolution.

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Counsel patients on financial responsibility form if referral is not obtained by time of service and collect signature

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Provide excellent customer service to patients and family members.

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Communicate in a manner consistent with positive patient relations

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Demonstrate a welcome environment by smiling and making eye contact when greeting all patients and family members

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Provide helpful assistance in anticipating and responding to the needs of all patients and family members

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Collaborate with customers in planning and decision making to result in optimal solutions

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Remain calm under pressure and effectively deal with difficult people

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Independently recognize, interpret, and evaluate situations and their level of urgency

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Assist with the orientation and training of other employees

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Maintain or initiates faxes

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Maintain desk and/or clinic supplies

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Sort and distribute mail

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Contribute to the smooth operation of practice

As needed, additional responsibilities reasonably within the scope of duties and physical requirements may be assigned.  ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS AND RESPECT FOR PEOPLE COMMITTMENTS.

X

Non-Clinical

JOB REQUIREMENTS

High School Diploma

or equivalent

Required

Associate's Degree

or Bachelor’s degree in Business Administration, Healthcare, or other related field

Preferred

1 year

of previous experience working in an office or customer service environment

Required

Previous experience working in healthcare

Preferred

Previous experience scheduling patients

Preferred

Previous experience coordinating multiple activities in an office setting

Preferred

LICENSE, CERTIFICATIONS, AND REGISTRATIONS MUST BE MAINTAINED PER UW HEALTH POLICY. 

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Excellent customer service skills

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Excellent verbal, listening, and written communication skills

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Ability to operate a computer

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Knowledge of Medical Terminology preferred

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Ability to handle multiple priorities simultaneously

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Excellent organizational skills

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Ability to think independently and demonstrate good problem-solving skills

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Ability to work in a team environment and to collaborate with a variety of individuals in a positive manner

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

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Sedentary: Sedentary work involves lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally and other sedentary criteria are met.

Up to 10#

Negligible

Negligible

☐

Light: Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. Even though the weight lifted may be very little, a job is in this category when it requires a good deal of walking or standing, or when it involves sitting most of the time with some pushing and pulling of arm or leg controls. To be considered capable of performing a full or wide range of light work, you must have the ability to do substantially all of these activities. If someone can do light work, we determine that they can also do sedentary work, unless there are additional limiting factors such as loss of fine dexterity or inability to sit for long periods of time.

up to 20#

Up to 10# or requires significant walking or standing or requires pushing/pulling of arm/leg controls.

Negligible or constant push/pull of items of negligible weight

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Medium: Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds. If someone can do medium work, we determine that they can also do sedentary and light work.

20-50#

10-25#

Negligible-10#

☐

Heavy: Heavy work involves lifting no more than 100 pounds at a time with frequent lifting or carrying of objects weighing up to 50 pounds. If someone can do heavy work, we determine that they can also do medium, light, and sedentary work.

50-100#

25-50#

10-20#

☐

Very Heavy: Very heavy work involves lifting objects weighing more than 100 pounds at a time with frequent lifting or carrying of objects weighing 50 pounds or more. If someone can do very heavy work, we determine that they can also do heavy, medium, light, and sedentary work.

Over 100#

Over 50#

Over 20#

Other - list any other physical requirements or bona fide occupational qualifications not indicated above:

Over 50 lbs.

UW Health does not require, nor does it expect that its employees lift more than 50 lbs unassisted. Objects in excess of 50 lbs should be lifted or moved with mechanical means or through a team lift. Employees in patient care areas are expected to utilize mechanical lifts and adhere to the "Use of Mechanical Lifts (Liko)" policy in the Patient Services Policy and Procedure Manual.

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.

THE EMPLOYEE MUST BE ABLE TO COMPLETE ALL PHYSICAL REQUIREMENTS OF THE JOB WITH OR WITHOUT AN APPROVED ACCOMODATION. Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.