Patient Scheduling Specialist - Fox Valley Orthopaedic Associates

Patient Scheduling Specialist

Location: Geneva, IL (on-site)

Status: Full-Time (40 Hours/Week)

Days/hours: Monday - Friday

Summary

This position is responsible for providing the highest level of customer service to all callers by addressing callers’ questions, triaging calls, and scheduling appointments. This position will also act as a liaison between Fox Valley Orthopedic and current and future patients.

Essential Duties and Responsibilities

The essential duties and responsibilities include the following. Other duties may be assigned.

• Obtain patient information by answering telephone calls, interviewing patients
• Input patient information into computer system ensuring accuracy and clarity
• Triage calls and direct to appropriate department
• Informs patient by explaining procedures, answering questions, providing information
• Determine insurance eligibility requirements
  • Inform patients of available appointments
  • Schedule patient appointments
• Communicate with patients and families regarding processes and procedures
• Monitor/complete web requests, secure messages
• Address overnight voice messages
• Monitor/complete Ortho First voice messages
• Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative goals
• Managing large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics.
• Accept ownership for effectively communicating customer issues, complaints and inquires keeping customer satisfaction at the core of every decision and behavior.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

Required:

• A High school diploma or equivalent.
• A minimum of two (2) years of call center experience in a healthcare setting

Preferred:

• Previous work experience in an Orthopedic practice.
• Bilingual is a plus