Responsibilities:

• Provides customer service to patients by coordinating services, directing callers to appropriate scheduling area and providing special instructions.
• Determines appointment type and urgency then schedules appointments.
• Communicates scheduling information, instructions and directions.
• Captures and verifies referrals and cancellation reasons, insurance coverage and physician data.
• Processes intranet appointment scheduling requests.
• Acts as a liaison for outside referring physicians and facilities to resolve scheduling issue between patients and providers then review and confirm appointments.
• Maintains acceptable performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork, and medical terminology.
• Monitors combined registration reports, AHIQA. Identifies patients in need of financial counseling to facilitate payment then aligns correct insurance coverage with type of service provided and processes insurance registration.
• Utilizes customer service skills to resolve patient's concerns and issues.
• Answers physician hot-lines and contacts appropriate staff for outside physicians and facilities.
• Accesses multiple department/physician schedules to provide after-hours assistance with physician schedule cancellations and patient surgical cancellations.
• Schedules sign language interpreters for all main campus and FHC sites to ensure compliance with Title III of Americans with Disabilities Act then, record interpreter data on department log.
• Other duties as assigned.

Education:

• High School Diploma/GED required.•
• Bachelor's degree can substitute three years of experience.

Certifications:

• None required.

Complexity of Work/Competencies:

• Requires critical thinking skills, analytical skills, and the ability to work with minimal supervision in a Call Center.•
• Requires effective communication, customer service, interpersonal, PC navigation skills.•
• Must be able to take appropriate action in a stressful environment.
• Excellent analytical skills, verbal and written communication skills, strong customer service and human relations skills.

Work Experience:

• Three years of Cleveland Clinic Epic experience or completed Cleveland Clinic Epic scheduling and Registration and Appointment Center Scheduling Training required.•
• Three years of relevant technical call center experience can substitute work experience.
• Must be able to type 25 WPM.

Physical Requirements:

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to communicate and exchange accurate information
• Ability to travel throughout the hospital system
• In some locations, ability to move up to 25 pounds

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.