Job Objective:
Under the supervision of the Director of Admitting Services or designee, the procedure scheduler is responsible for all scheduling of surgeries/procedures performed in multiple departments at Antelope Valley Hospital (AVH), including surgical procedures, cardiac cath lab procedures, interventional radiology procedures, bronchoscopy procedures, gastroenterology procedures, and other scheduling duties as assigned. The procedure scheduler’s primary functions are derived on the premise of providing excellent customer service consisting of: greeting patients with a high level of energy in a warm, friendly manner and with the utmost care and respect, and with the ability to provide solid interpersonal and communication skills while understanding large surgical unit patient flow.
Success in this role requires a candidate who is a meticulous, detail-oriented individual with a positive attitude, excellent patient satisfaction skills and product/service knowledge. Individual must also be an enthusiastic, devoted team player that is able to thrive in a fast paced, demanding environment. This role requires reliability, ownership, professional appearance, an exceptional personality, accountability for creating, maintaining, and updating a surgery schedule. The scheduler is also responsible for developing and maintaining open and positive communications with the medical staff offices.
Duties and Responsibilities:
Key Attributes
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Must possess a spontaneous desire to assist others and provide excellent customer service while being passionate within your role.
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Ability to manage and maximize multiple surgery schedules with optimum efficiency.
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Dependable, organized, have outstanding interpersonal skills with an impeccably clean, polished professional image.
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Computer proficient (MS Office suite of products): Word, Excel, Outlook, and other scheduling software, Electronic Health Record Schedule management.
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Ability to provide excellent patient customer service, while being efficient and productive in a fast-paced environment.
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Requires attention to detail and the ability to multi-task.
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Have the ability to learn quickly, retain training, problem solve and think independently.
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Enjoy working with people and possess a friendly and outgoing personality.
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Excellent communication skills, calm and patient, and be team-oriented.
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Ability to recognize opportunities for process improvement and work with others to implement change and establish standard practices.
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Coordinates surgery scheduling to utilize surgery department and customer’s time efficiently.
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Follows-up on surgery no-show and cancellations with physician offices.
Scheduling Duties
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Manages surgical procedure schedule requests within electronic medical record and office program applications.
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Responsible for maintaining complete, accurate, and up-to-date scheduling records.
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Privileges:
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Maintains current list of medical staff physician’s suspension, ensures that cases are not scheduled when the physician is on suspension. Escalates as necessary.
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Validates appropriate physician privileging prior to scheduling a procedure/surgery. Escalates for resolution as necessary.
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Accurately schedules surgical procedures as requested by physicians' offices
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Ensures that each physician pick ticket/case card is sent to Sterile Processing for each scheduled case
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Effectively communicates physician special needs/requests to surgical staff.
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Ensures that all procedures are assigned physicians preference cards at the time of scheduling.
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Ensures that scheduling conflicts are resolved in a timely manner and escalated as appropriate
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Provides confirmation to physician’s offices of scheduled procedure.
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Provides initial and ongoing scheduling information
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confirms scheduled cases with physician’s offices day prior to surgery. Documents confirmation in surgical procedures.
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Assists with supporting schedule communication to other departments via fax, email, or electronic applications as needed, requested, and directed.
Non-Essential Duties:
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Other duties as assigned, within skill sets and abilities
Knowledge, Skills and Abilities:
Knowledge
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Microsoft Office applications
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Medical terminology and procedure codes
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HIPAA compliance: maintains strict confidentiality of patient and client information
Skills
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Knowledge of basic personal computer
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Proficient in the operation of scanners, copiers, and fax machines
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Office communication methods: email, fax, electronic file transfers, etc.
Abilities
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Ability to maintain positive, customer-centered focus at all times
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Excellent interpersonal communications
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Ability to handle stress and maintain positive responses to others
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Ability to work effectively within role independently and with other team members for optimal outcomes
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Ability to manage a heavy caseload in an organized and efficient/timely manner
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Ability to recognize potential scheduling issues and offer solutions to management
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Ability to maintain a working relationship with other departments within the organization
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Ability to read handwritten and transcribed documents in the medical record, interpret information
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Ability to enter complete and accurate data into a computer system
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Ability to read, write and effectively communicate in English
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Ability to understand medical/surgical terminology
AVH Values: All AVH employees will effectively demonstrate these values:
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Patients Come First – We listen actively and communicate with our patients and families, placing safety as a top priority.
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Accountability & Ownership – We fully complete tasks, are transparent, effectively communicate, and recognize that what we do reflects on us.
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Teamwork – We build trusting relationships, promote a sense of community, and are respectful of everyone. Success is about the whole team.
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Integrity & Honesty – We tell the truth at all times, speak up when something is wrong, and do the right thing when no one is looking.
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Excellence – We take pride in our work, are goal-oriented, and on a never-ending quest for top tier quality.
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Initiative & Innovation – Our can-do attitudes, creativity, and resourcefulness empower us to improve the patient’s experience, solve our own problems, make timely decisions, and look for opportunities to add value.
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Tenderness & Compassion – We have genuine empathy, show kindness, and encourage and advocate for each other.
Education and Experience:
Education
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High School graduate or equivalent
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Medical Assistant (MA) certificate preferred.
Experience
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Customer Service: minimum 1 year required
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Medical Office or Acute Care: 1 year required
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Previous experience in an acute care surgery scheduling setting preferred
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Previous experience in an insurance verification/admitting/patient registration setting preferred.
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Experience in Cerner Schedule Book Application highly preferred
Required Licensure and/or Certifications:
AVH Conduct/Compliance Expectations:
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Ability to adhere with AVH Absenteeism and Tardiness Policy
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Ability to adhere with AVH Leaves of Absence Policy
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Ability to adhere with AVH Paid Time Off (PTO) Policy
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Ability to adhere with AVH Recording of Hours Worked Policy
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Ability to adhere to the department dress code
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Ability to organize work and establish priorities
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Ability to expand on own initiative in performance of duties
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Skill and ability to follow the telephone etiquette/standards
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Conforms to AVH Standards of Excellence
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Ability to function effectively under pressure and meet time parameters
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Ability to communicate effectively while maintaining good working relationships with co-workers, managers and other hospital staff
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Ability to adhere to the normal standards of courtesy and conduct as defined under the rules of hospitality at AVH
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Ability to maintain the confidentiality of patient, hospital and department information
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Ability to adhere to safety rules and regulations
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Safely and effectively uses all equipment necessary to carry out duties
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Ability to interpret and function under hospital and department policies and procedures
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Conforms with required and appropriate Joint Commission requirements
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Conforms with and supports hospital quality assurance and improvement guidelines
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Ability to participate effectively in department and hospital staff education
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Display a willingness to work as a team player
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Ability to give and support the highest level of patient/customer satisfaction at all times
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Supports and adheres to the values and mission statement established by the AVH Board of Directors
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Ability to demonstrate knowledge and understanding of the Compliance & Integrity Program and its established policies.
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Ability to follow the Code of Conduct
Physical Requirements and Working Conditions:
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Primarily works in a climate-controlled area
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Sitting 80% of time on duty
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Tolerate repetitive arm and hand movements
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Limited lifting up to 10 Ibs, with frequent bending and twisting.
A detailed description of the physical requirements of this job is maintained in the Employee Health Department.
Education and Experience:
Education
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High School graduate or equivalent
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Medical Assistant (MA) certificate preferred.
Experience
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Customer Service: minimum 1 year required
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Medical Office or Acute Care: 1 year required
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Previous experience in an acute care surgery scheduling setting preferred
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Previous experience in an insurance verification/admitting/patient registration setting preferred.
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Experience in Cerner Schedule Book Application highly preferred
Required Licensure and/or Certifications:
