The Central Scheduler is responsible for coordinating and scheduling all diagnostic procedures for White River Health / WRMC in a high-volume, fast-paced call center environment. This role requires strong attention to detail, excellent customer service, and effective communication skills to assist patients, physicians, and radiology staff. Duties include verifying active insurance coverage, confirming complete physician orders, collecting applicable copayments, and ensuring accurate and efficient scheduling of services.
Job Summary: Schedules appointments for various hospital departments including Radiology, Surgery, Cath Lab, Respiratory and Sleep Lab following specific policies and protocols. Pre-registers charts provides estimates for services, and processes payments at the time of scheduling when appropriate. Takes care of scheduling related inquiries coming through the phone and email throughout the shift.
Job Duties:
§ Schedules patients for appropriate procedures based on the provider’s order coming through ActiveFax and phone calls.
§ Verifies at least primary insurance coverage when only scheduling and ALL insurance coverages when scheduling and pre-registering using AccuReg, websites, and/or telephone call.
§ Enters all required insurance and billing information and uses the proper financial class and the proper insurance codes.
§ Checks medical necessity requirements either by TruCode or Meditech.
§ Obtain pre-authorization from the provider’s office when applicable and enter it in Meditech.
§ Obtain complete information for motor vehicle accident, school accident, and workman’s compensation claim and notes the information in Meditech.
§ Collects and enters accurate demographic and financial data for patients whose procedures are being scheduled.
§ Accurately estimates the patient financial liability (copayments, deductibles, coinsurances, deposits, etc. via obtaining accurate demographic and financial information).
§ Discusses patient financial responsibility, request co-pay, estimated liability, or deposit per point of service policies as appropriate, receives and processes the payments
§ Performs collections of patients with outstanding accounts receivable.
§ Properly receipting and forwarding all copies of patient payment receipts posting to the patient’s account in appropriate system.
§ Answers department telephone, relays verbal and written messages promptly and accurately.
§ Participates in orientation, training, and cross training for new employees.
§ Performs other duties as assigned by supervision.
Qualifications:
High School Diploma or equivalent
2. Training and Experience:
Previous experience required in one or more of the following roles:
w Customer Service Setting
w Hospital, similar medical facility, or physician’s office
3. Job Knowledge:
w Clear, effective communication skills in verbal and written format
w Basic computer skills to navigate through multiple software and websites
w Knowledge of medical terminology (preferred)
Essentials:
§ Must be able to report to work fit for duty and free of any adverse effects of illegal drugs, medical marijuana, prescription medication, and/or alcohol.
§ Maintains confidentiality of all information related to patients, medical staff, employees, and any other appropriate information.
§ Must complete a series of New Hire Training by the end of 90-day probation according to the training schedule.
§ Must be able to effectively communicate both orally and in writing with other individuals, which includes but not limited to the ability to spell correctly and use good grammar.
§ Must be able to handle multiple tasks.
§ Must flexible if needed to work variable shift, weekends, or overtime.
§ Must be able to solve problems independently or as part of a team.
§ Performs all duties in an independent manner with minimal direct supervision.
§ Accepts new responsibilities with openness and cooperation.
§ Recognizes and performs duties which need to be performed although not directly assigned; regularly helps out co-workers
§ Cleans assigned cubicle and common area on own initiative, continually maintains a neat and organized work area.
§ Attends 75% (9 out of 12) monthly unit meetings to stay informed of department and health system information.
§ Dress in a professional manner in hospital approved dress code, wearing hospital identification badge. Complies with WRH dress code policy No. 20:10.
§ Properly clocks in and out in Kronos. Complies with WRH personnel attendance policy No. 70:01.
Physical Demands: Job responsibilities require a considerable amount of computer work. The individual will be required to work on dual monitors for 8 hours with an interval of 30 minutes lunch break. The individual must be able to utilize a keyboard and mouse. The individual must also be able to communicate on the phone. The individual must be able to move about freely and independently.
