JOB TITLE: Call Center Strategic Scheduler - Osteoporosis
PAY: $23/hr
LOCATION: Rockville, MD
HOURS: 4 DAY WORK WEEK - Monday - Thursday (Full-Time)
FREE PARKING AT ALL 7 OFFICE LOCATIONS!
BENEFITS:
Health/Dental/Vision Insurance
FSA
HSA
Life Insurance
401K Contributions
Disability Insurance
Paid Time Off
Every Friday off
Tuition Assistance
Free Parking
Paid Maternity and Paternity Leave
STD/LTD/ADD Insurance (short-term disability, long-term disability and accidental death and dismemberment insurance)
GENERAL STATEMENT OF DUTIES:
Makes and receives incoming and outgoing calls for Wheaton, Chevy Chase, DC, Shady Grove, Olney, Frederick, Fairfax, OAC, and MSK. Monitor and maintain physicians’ daily schedules. Will monitor same-day, next day openings on schedules. Will work closely with office managers and assist with rescheduling of patients when physicians close their schedules.
SUPERVISION RECEIVED: Reports directly to Call Center Manager and Director of Clinical Practices.
SUPERVISION EXERCISED: None
TYPICAL PHYSICAL DEMANDS:
Requires prolonged sitting. Requires eye-hand coordination and manual dexterity to operate a computer keyboard, telephone, copier, fax machine and postage meter. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone work. Must be able to perform multiple tasks at one time as well as handle interruptions. Computer work comprises most of the day. Work can be stressful and fast-paced.
TYPICAL WORKING CONDITIONS
Work is performed both in office in the call center or from home (will follow rotation schedule). Work may be stressful at times. Call volume may be heavy at times. Interaction with patients, with people who are ill, their families, and other medical groups and vendors.
EXAMPLES OF DUTIES: (This list may not include all duties assigned.)
- Manage physicians daily schedule making sure that open slots, same day next day openings are filled.
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Manage the physicians waitlist to get patient moved to sooner appointments when there are openings.
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Adjust schedules to accommodate patients (ie shift other patients up or down).
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Manage Electronic and paper referral process.
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Monitor and removes unused holds if not filled within 24 hours
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Remove and reschedule patients following Luma closures
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Work through physician waitlists.
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Monitor schedules when NP slots have not been filled within 24 hours.
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Work closely with Triage to get emergency patients scheduled.
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Answers telephone for Wheaton, Chevy Chase, DC, Shady Grove, Olney[SAL1] [SAL2] , Frederick, Fairfax, OAC and MSK, screens call, takes messages and provides information in a timely manner.
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Weekly Rotation of voicemails
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Coverage of workflow when out of office
EXAMPLE OF DUTIES cont.:
Key responsibilities include:
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Serving as the primary point of contact for all new osteoporosis patient scheduling across all locations.
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Scheduling appointments for osteoporosis providers and the nutritionist while maintaining optimized provider templates and full clinic schedules.
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Answering incoming calls for the osteoporosis program and providing timely patient assistance.
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Reviewing referrals and ensuring all required documentation is received prior to scheduling, including bone density (DEXA) reports completed within the previous two years and other pertinent medical records.
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Contacting outside physician offices and healthcare facilities to obtain required medical records and diagnostic reports.
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Verifying insurance benefits and confirming eligibility requirements when appropriate.
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Educating patients regarding osteoporosis diagnoses, treatment expectations, required documentation, and the scheduling process.
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Understanding and implementing departmental protocols, including the policy regarding Prolia medication transfer requests.
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Triaging referrals and prioritizing patients based on physician-established criteria, including T-scores and clinical urgency.
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Coordinating closely with providers, Administrative Medical Assistants, office managers, and the call center to ensure continuity of patient care.
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Monitoring and clearing voicemail messages daily to ensure prompt patient follow-up and maximize schedule utilization.
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Performing quality assurance reviews of scheduled osteoporosis and nutrition appointments to ensure accuracy and compliance with departmental standards.
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Working directly with the Physician Director and departmental leadership to maintain knowledge of osteoporosis diagnosis, treatment, and care management processes.
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Reschedules patients that need to be moved due to closure of physicians’ schedules.
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Verify new patients benefits and eligibility.
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Directs patients to ARA website to access registration forms.
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Completes and mails new patient packets if needed for patients requesting paper forms.
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Tasks patient clinical inquiries to triage department.
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Calls the reception desk with cancellations/add-ons and delays on arrivals.
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Handle outside physicians calls per protocol.
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Handles phone messages from email / voicemail.
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Assist with EHR task pertaining to Virtual Visits follow ups.
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Handle outside referrals that come in through Phreesia, Rosetta, or E-mail platform.
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Other Duties as Assigned: The assignment of duties to employees is not limited to the content of this job description. Other tasks and assignments may be related to the work usually assigned to the employee, but in some circumstances may be completely unrelated.
PERFORMANCE REQUIREMENTS:
Knowledge, Skills, and Abilities
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Skill in greeting patients by answering the telephone in a pleasant professional and helpful manner.
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Ability to speak clearly and concisely.
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Ability to read, understand, communicate, and follow oral and written instructions.
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Knowledge of grammar, spelling, and punctuation.
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Skill in operating a computer, typewriter, photocopier, fax machine and postage meter.
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Excellent interpersonal skills.
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Ability to establish and maintain effective working relationships with patients, employees, physicians, and the public.
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Ability to work in a fast paced, stressful environment.
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Ability to perform more than one task at a time at a fast pace and accurately.
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Detail oriented.
COMPLIANCE
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Obtains proper signatures before releasing records.
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Follows HIPAA regulations for maintaining patient confidentiality and the handling
of medical information.
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Demonstrates a strong commitment to honest and responsible corporate conduct.
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Identifies, reports and /or prevents any fraudulent or unethical behavior is
observed within the organization.
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Initiates notification to management if inappropriate behavior is observed within
the organization.
HIPPA- Minimum Necessary Access to PHI
The responsibilities associated with this position allow access to the computer “role” of ARA Check In/Out only. We are committed to enforcing minimum necessary access to our patient’s PHI by limiting the uses and disclosures of this information within our practice. In order for this employee to carry out his/her (carry out TPO) in a manner that best serves our patients, the employee needs access to the afore mentioned computer “role”. Role descriptions are the explicitly defined in our HIPPA manual. Access to computer information is password protected. Upon termination of an employee, his/her password will be deleted from the system.
Education:
High School Diploma or GED
Experience:
- Customer Service Experience in Health Care or Physician’s office
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One-year medical office experience as a medical receptionist.
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Computer experience required.
Disclaimer:
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.
