POSITION SUMMARY:
The Scheduler is responsible for scheduling and interacting with patients via telephone in a “call center” environment; effectively multi-tasking, accurately handling all calls and effectively managing time. The scheduler is responsible for providing excellent customer service, assisting patients and other callers. Accuracy and customer service are priorities for this position.

ESSENTIAL DUTIES:

Schedule appointments for patients in accordance with the scheduling rules, reviewing appointment date, time, location and provider name with caller.
Answer telephone promptly and in a polite and professional manner, following call center scripts.
Handles all incoming telephone calls from patients, makes appointments, and answers general questions and inquires.
Uses computer system (EMR System) to refer to existing patient’s information or set up new patients in the scheduling tool.
Receives, directs, and relays telephone and fax information.
Provides the patient with available timeslots.
Communicates all add- ons, delays, cancellations, and “no-shows” to Clinic Coordinator. Reminds caller of cancellations/no-show policy.
Responsible for inputting very detailed information on the patients using a variety of computer screens.
Explains all current fees and patient’s financial responsibility and informs patient of payment required for existing balances due at or before next appointment.
Provides information to callers on proactive policies and procedures such as what is required following physician template, in preparation for appoint (insurance, id, etc.).
Schedule to ensure efficient patient flow based on predetermined appointment availability.
Secures patient information and maintains patient confidence by completing and safeguarding medical records, completing diagnostic and procedure coding and keeping patients information confidential.
Follows up with patients.

POSITION REQUIREMENTS:
A.KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of EMR systems preferably Athena
Knowledge of front and back-office procedures
Knowledge of HIPPA
Knowledge of basic medical terminology
General understanding of EOB’s (Explanation of Benefits), ability to interpret EOB’s
Ability to operate basic office equipment
Proper telephone etiquette
Ability to read, understand and follow oral and written instructions
Must be well organized and detail-oriented
Have the ability to respond well under pressure
Promotes a professional, productive and positive work environment
Skilled in multitasking effectively and answering multiple phone calls.
Skilled in managing providers schedules.
Skill in conducting cooperative interactions with patients and staff.
Skills in prioritizing tasks and time management.
Strong organizational skills.
Ability to provide excellent customer service.
Ability to interpret and respond appropriately to instructions.
Ability to build rapport with patients and co-workers.
Ability to recognize the need to escalate calls to manager, nurse or provider as necessary.
Ability to exercise sound judgment in handling calls, especially with dissatisfied patients.

QUALIFICATIONS:
B. EDUCATION, EXPERIENCE AND SKILLS REQUIRED:

High School Diploma or equivalent
Minimum of 1 year of relevant experience and /or training, or equivalent combination of education and experience in a medical call center role.

The Diabetes & Glandular Disease Clinic, P.A. (DGD) offers the best in treatment for hormonal and metabolic disorders such as type 1 and 2 diabetes, gestational diabetes, thyroid disease, osteoporosis, lipid disorders (high cholesterol), pituitary/adrenal gland problems, menstrual disorders and hirsutism (excessive facial hair on women). All our doctors are board-certified in Endocrinology & Metabolism, a sub-specialty of Internal Medicine. The clinic was founded in June of 1979. Four years later, in June of 1983, the clinic was instrumental in establishing the Diabetes Centers of Excellence at what is now Methodist Specialty and Transplant Hospital. Under our physicians' guidance and direction, the Centers of Excellence received recognition from the American Diabetes Association (ADA) and was the only in-patient facility recognized in South Texas. At this same time, the Diabetes & Glandular Disease Research Center was born and the clinic conducted its first clinical trial of an investigational new drug. Since then, we have conducted more than 500 such research trials. In April of 1993, the Diabetes Self-Management Training Center, commonly called the Education Center, was created. At present, the Education Center is recognized by the ADA and is the first of its kind so recognized in the state of Texas. We provide education for type 1, type 2, and gestational diabetics along with insulin adjustment and out-patient insulin pump training. DGD continues to be a leader in progressive use of the most current, state-of-the-art technologies and cutting-edge treatments. Because of this, the clinic has become internationally renowned for its care of patients with diabetes mellitus, as well as other endocrine disorders, and has remained one of the largest endocrinology clinics in South Texas.

Scheduler

Scheduler

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