NI-Specialist, Referral Scheduling

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

JOB INFORMATION

Effective Date:

3/1/2021

Entity:

Illinois

Job Code:

NI-4412CL

Job Title:

NI-Specialist, Referral Scheduling

Exemption Status:

Non-Exempt

JOB SUMMARY

This position supports the SwedishAmerican Medical Group (SAMG) with the following processes:

• Patient demographics verification

• Scheduling and coordinating provider appointments, outpatient diagnostic testing, and procedures

• Referral Reconciliation

• Meet or exceed Key Performance Indicator expectations

This individual will work with internal and external customers including providers, clinical staff, and patients to accomplish their objectives. This position participates in continuous quality improvement activities and educational experiences in support of departmental philosophy and objectives, as well as Health System Incentives.

Imperative to this role is the dedication and enthusiasm the employee must have each and every day, following all SwedishAmerican guidelines and protocols, from integrity, compassion and accountability, to respect and continued striving for excellence.

MAJOR RESPONSIBILITIES

•

Navigate patients through the referral lifecycle processes to ensure positive patient experience and successful transition of care.

•

Contact patients to schedule appointments timely and accurately, per appropriate protocols and guidelines. Detect and resolve scheduling conflicts using analysis, interpretation, and judgement. Cancel and reschedule appointments as necessary identifying situations requiring department notification.

•

Perform a variety of reporting & scheduling system maintenance requirements. Maintain accurate & complete supporting documentation of scheduling activity. Edit schedules as requested. Manage and complete assigned work queues according to daily work requirements.

•

Call/research for clarification for incoming referrals when needed.

•

Screen patients during calls to detect potential medical conflicts and need for medical orders. Inform patients of appointment date, time, prep instructions, registration, valet parking, and other short or long-term safety and arrival information and requirements such as communicable disease precautions.

•

Ensure orders are complete. Work directly with departments to ensure compliance with scheduling requirements and provides ongoing education regarding the scheduling process.

•

Assist with gathering/providing documentation in EMR that is needed for the referring provider, after the appointment is complete, to close the loop.

•

Assist in the process of training new employees and provide assistance / training to other SAH departments as required.

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

X

Non-Clinical

JOB REQUIREMENTS

Associate's Degree

with an emphasis on healthcare.

Preferred

and

2 years

of Customer Service experience in a healthcare setting or with medical claims insurance.

Preferred

2 years

of Customer Service experience.

Required

Previous computer experience.

Required

•

Must be detail oriented and well organized.

•

Requires ability to multitask in a high volume, very technical and diverse environment.

•

Position requires strong analytical and critical thinking skills.

•

Effective communication & listening skills.

•

Excellent interpersonal and customer service skills with ability to interact with all levels of staff, patients, and diverse population.

•

Knowledge of medical terminology preferred.

•

Ability to type 35 wpm preferred.

•

Above average written communication skills.

•

Successful completion of annual job specific competencies and skill verification tools required.

•

Knowledge of medical terminology and anatomy/physiology preferred.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

Standing

X

Walking

X

Climbing

X

Bending

X

Crouching

X

Pushing / Pulling

X

Carry

X

Fine Hand / Eye Coordination

X

Color Discrimination

X

Hearing Ability

X

Lifting / Lowering 1 -15 lbs.

X

15 - 30 lbs.

X

30 - 50 lbs.

X

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.

Concentration on Detail

X

Attention Span of 1 + Hours on a Task

X

Ability to Remember Multiple Tasks

X

Oral Communication

X

Written Communication

X

Exposure to Blood and Body Fluids

X

Exposure to Toxins, Cytotoxins, Poisons

X

Exposure to Extreme Heat, Cold, Temp Fluctuations

X

Exposure to Hazardous Chemicals

X

Exposure to Radiation

X

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.