Centralized Scheduler – Infusion Center Revenue Cycle – Kissimmee

AdventHealth - Kissimmee, FL3.6

AdventHealth Kissimmee seeks to hire a Centralized Scheduler who will embrace our mission to extend the healing ministry of Christ.

Facility Profile:
AdventHealth Kissimmee is a 163 bed community-focused hospital, conveniently located near Walt Disney World. The team here is dedicated to bringing mission-focused, faith-based care to residents and visitors of Osceola and Orange Counties. At the heart of our latest expansion is a new, three-story tower featuring 80 expansive, private patient rooms and a host of modern amenities and technologies. Because we believe family support is an essential part of health and healing, we’ve included large, beautifully decorated family waiting areas with the comforts of home. Plus, each patient room includes ample space for visiting loved ones to relax, work and sleep.

Department Profile:
The IV Infusion Department works in a team orientated and faith based environment that promotes a very high level of quality of care. It provides evidence-based vascular access care for patients that include Intravenous (IV) Access, Peripherally Inserted Central Catheter (PICC) line placement & insertion, and dressing changes. The IV Infusion Department supports the nursing units, collaborates with the RNs, medical staff, and educates patients and their family members on the procedure in a compassionate patient and family centered care environment. It also supports and upholds quality standards of a Magnet designated hospital and Patient Bill of Rights and practices under the supervision of the Director of Pharmacy.

Work Hours/Shifts:
8:00am – 5:00pm /Monday – Friday

Job Summary:
Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all. Proficiently schedules and pre-registers patients for various exams and procedures within AdventHealth’s various departments and entities, using a computerized scheduling system. Able to work with numerous departments while multi-tasking performance and accuracy within a fast-paced environment. Provides specialized instructions for all exams and procedures while facilitating directions to patients, facilities and departments.

Knowledge, Skills, Education, & Experience Required:
Effective oral and written communication skills
Basic computer skills
Detail oriented
Accuracy and data entry within established time constraints
Knowledge of medical terminology (Preferred)
Knowledge of insurance health plans (Preferred)
College education or coursework in business or healthcare, or related field (Preferred)
Customer service experience (Preferred)
Call center experience (Preferred)

Licensure, Certification, or Registration Required:

Job Responsibilities:
Demonstrates through behavior AdventHealth’s Core Values of Keep Me Safe, Love Me, Make it Easy, and Own it as outlined in the organization’s Performance Excellence Program.

Call Performance: Maintains established performance levels. Utilizes scheduling phone system and maintains service level and abandonment rate goal that is consistent with department goals.
Scheduling Performance: Creates patient accounts, schedules/reschedules appointments and pre-registers patients on inbound and outbound calls.
Accuracy: Enters accurate information in scheduling and registration systems maintaining an error rate of 1% or less. Updates and/or corrects errors or mistakes found in system to expedite patient care. Carefully and courteously handles customer interaction in a way that preserves patient satisfaction for AdventHealth. Reports errors and mistakes found in system to direct supervisor to promote education, coaching and training opportunities of others.
Efficiency: Schedules patients efficiently and strives to fill customer requests on first call. Obtains necessary scheduling, demographic, insurance and clinical information to schedule, cancel or reschedule events by calling the physician office, department or a scheduling supervisor with a minimum of call transfers or callbacks. Uses judgment in ending call before completion and calls customer back at agreed upon time if a second call is required to complete the customer's request. Uses time wisely and avoids unnecessary or repetitive tasks that may impact department goals.
Customer Service: Delivers excellent customer service through utilizing a pleasant tone of voice, friendly and helpful attitude, while keeping conversation focused on customer. Handles calls promptly and efficiently. May call physician office or department to obtain information necessary to schedule events. Attempts to resolve customer issues before escalating calls to direct supervisor, or as directed.
Scheduling Skills: Maintains skill level and knowledge by reading scheduling updates, attending training sessions and completing study materials provided by department. Completes department competencies with a score of 90% or higher.
Teamwork: Is respectful of co-workers and offers assistance as needed to help others complete assigned tasks. Participates in activities that promote camaraderie and a friendly workplace. Willingly and enthusiastically participates in team/department initiatives, activities and events. Required to attend regularly scheduled department meetings and Town Halls. Readily voices concerns and problems to direct supervisor and/or department management/leadership.
If you want to be a part of a team that is dedicated to delivering the highest quality in patient care, we invite you to explore the Centralized Scheduler opportunity with AdventHealth Kissimmee and apply online today.