Patient Scheduling Coordinator

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

JOB INFORMATION

Effective Date:

6/1/2019

Entity:

Wisconsin

Job Code:

300057

Job Title:

Patient Scheduling Coordinator

Exemption Status:

Non-Exempt

Management Level:

Individual Contributor

JOB SUMMARY

The Patient Scheduling Coordinator is responsible for advanced level scheduling of patients for surgical procedures and non-surgical procedures requiring sedation or general anesthesia; scheduling patients into multiple modalities of Radiology; and/or scheduling complex chemotherapy treatment plans.  This position is responsible for devising, implementing, analyzing and managing a system for the scheduling of applicable appointments and procedures in a manner which most efficiently utilizes available human and material resources while accommodating the needs of patients, families, physicians, radiologists, surgeons and proceduralists, and the anesthesiology service.  Responsibilities include implementing and improving the system for scheduling of surgeries, procedures, appointments and treatment plans, publishing and distributing the daily schedule, processing post-appointment data, reconciling records, analyzing data integrity, producing reports and implementing scheduling system changes. 

This position must coordinate the needs of multiple parties in order to continually improve scheduling and report efficiency in their department.

MAJOR RESPONSIBILITIES

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Performs all levels of scheduling from basic to complex. Lead duties may include but are not limited to:

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Scheduling of complex appointments that require coordination of multiple resources to complete the scheduling of surgical procedures and non-surgical procedures requiring sedation or general anesthesia; scheduling patients into multiple modalities of Radiology; and/or scheduling complex chemotherapy treatment plans.

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Completes or receives schedule requests and schedules appropriate resources. Revises schedules as cancellations and/or additions occur and communicates with the appropriate personnel.

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Edits, proofreads, and verifies information, collaborating with the physician, radiologist, surgeon, nursing staff, technologists and anesthesiology as appropriate.

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Follows complex scheduling guidelines and interprets orders and treatment plans into appropriately scheduled appointments.

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Communicate effectively regarding actual and potential schedule changes to same day or next day's schedule.

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Independently schedule General Anesthesia and sedation procedures, using Cadence or Optime if applicable.

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Use multiple systems/applications to schedule surgeries, procedures or appointments such as Cadence, Optime, Beacon, Healthlink, etc.

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Enters appropriate orders in Health Link based on clinical request.

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Uses knowledge and experience in scheduling to assist supervisors, anesthesiology and other managers in problem resolution.

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Ensures proper patient flow through multiple appointments, prep and recovery allowing for patient transportation.

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Cross reference resources with available staff.

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Schedule procedures, appointments, labs and radiology prior to, immediately following or during surgical procedures.

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Distribute appropriate forms to patients and provide scheduling and preparation details.

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Using criteria, guidelines and patient specific information, schedule patients at appropriate location on the correct equipment.

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Maintain knowledge of preparations for all appointments and procedures. Refer to physicians, radiologists, surgeons, nursing, technologists or management as needed.

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Evaluation of scheduling policies and procedures.

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Evaluates options for scheduling system changes with the help of hospital information systems specialists. This Includes expanding the computer program to increase the number of functions (i.e. ordering case carts, coordinating the procedure and admission schedules, and additional ambulatory surgery modules).

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Analyzes computer generated reports to identify variances and initiates corrective actions, when necessary.

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Develops and produces ad hoc reports as needed, including budget/volume, personnel/procedures and procedure/charge analysis.

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Develops and implements methods to assure that all appointments are accurately recorded.

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Recommends changes in scheduling policies and procedures and implements approved changes.

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Implementation and improvement of the system for scheduling to coordinate resources with other Departments including staff and/or equipment.

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Acts as liaison with leadership to determine scheduling resource needs.

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Advises management of personnel and equipment resource availability and utilization and recommends reallocation to meet changing demands.

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Recommends and implements resource allocation according to the decisions of management.

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Assures ongoing consistent scheduling and reporting.

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Teaches administrative staff the process of scheduling procedures, publishing the schedule, and entering data.

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Informs physicians, radiologists, surgeons, anesthesiologists, residents and other involved personnel of appropriate scheduling procedures and communicates variances to them.

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Reviews accuracy of data entries, informs inputters of errors and corrects inadequacies.

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Post future tentative schedules to allow input from specialty team members.

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

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Meet patient needs through a variety of methods including but not limited to:

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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 HealthLink.

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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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Procedure Scheduling - Perform duties to facilitate and coordinate scheduling of non-surgical procedures such as:

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Complete procedure request including equipment, rooms and time commitments needed

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Coordinate physicians schedules and reserve time on Physicians calendars

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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:

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Scheduling treatment plans

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Conducting pre-referral work

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Coordinating multiple appointments across multiple locations and/or specialties

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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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Assist with the orientation and training of other employees.

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Maintains 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.

ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS.

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

1 year

or more electronic medical scheduling

Preferred

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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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Experience with answering phones, greeting clients and customers in person.

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Ability to handle multiple priorities simultaneously.

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Excellent strong 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 personnel in a positive manner.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

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Sedentary: Ability to lift up to 10 pounds maximum and occasionally lifting and/or carrying such articles as dockets, 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 only occasionally and other sedentary criteria are met.

Up to 10#

Negligible

Negligible

☐

Light: Ability to lift up to 20 pounds maximum with frequent lifting and/or carrying of objects weighing up to 10 pounds. Even though the weight lifted may only be negligible amount, a job is in this category when it requires walking or standing to a significant degree.

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: Ability to lift up to 50 pounds maximum with frequent lifting and/or carrying objects weighing up to 25 pounds.

20-50#

10-25#

Negligible-10#

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Heavy: Ability to lift up to 100 pounds maximum with frequent lifting and/or carrying objects weighing up to 50 pounds.

50-100#

25-50#

10-20#

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Very Heavy: Ability to lift over 100 pounds with frequent lifting and/or carrying objects weighing over 50 pounds.

Over 100#

Over 50#

Over 20#

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

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.