Phone Operator/Scheduler-OSNC - Tri City Healthcare District

Tri-City Medical Center has served San Diego County’s coastal communities of Carlsbad, Oceanside and Vista, as well as the surrounding region for more than 60 years and is one of the largest employers in North San Diego County. Tri-City is administered by the Tri-City Healthcare District, a California Hospital District. As a full-service acute care public hospital with over 500 physicians practicing in over 60 specialties, Tri-City is vital to the well-being of our community and serves as a healthcare safety net for many of our citizens. The hospital has received a Gold Seal of Approval® from the Joint Commission showcasing a commitment to safe and effective patient care for the residents of the community. 

Tri-City Medical Center prides itself on being the home to leading orthopedic, spine and cardiovascular health services while also specializing in world-class robotic surgery, cancer and emergency care. Tri-City’s Emergency Department is there for your loved ones in their time of need and is highly regarded for our heart attack and stroke treatment programs. When minutes matter Tri-City is your source for quality compassionate care close to home. Tri-City partners with over 90 local non-profit and community organizations as part of our COASTAL Commitment initiative. Together we are helping tackle some of our communities’ pressing health and social needs.

Position Summary:

An Orthopedic Specialist of North County Phone Operator/Scheduler is a motivated, professional and friendly individual who can effectively triage incoming phone calls and messages and directs all calls and messages appropriately.  Phone Operator/Scheduler is responsible for providing all customers with a positive first impression of Orthopedic Specialists of North County.  An OSNC Phone Operator/Scheduler will be responsible for triaging and scheduling new and existing patient appointments, registration of any new patient wishing to schedule an appointment, mailing of New Patient Paperwork as needed, monitor assigned provider schedules for accuracy, and act as a patient liaison.  OSNC Phone Operator/Scheduler is to report directly to the Scheduling Supervisor.  This position will work with patients, all internal departments to include, operations department, clinical department, business office, MRI department, physical therapy to accurately prepare patients for their office visit. The Phone Operator/Scheduler will ensure that patient satisfaction goals are met or exceeded.

Major Position Responsibilities:

The position characteristics reflect the most important duties, responsibilities and competencies considered necessary to perform the essential functions of the job in a fully competent manner. They should not be considered as a detailed description of all the work requirements of the position. The characteristics of the position and standards of performance may be changed by TCMC with or without prior notice based on the needs of the organization.

• Maintains a safe, clean working environment, including unit based safety and infection control requirements.
• Triaging phone calls
  • Successfully determine if patient phone call requires immediate attention by another department or supervisor
  • Appropriately screen calls to ensure that they are routed to correct department
• Registration/Scheduling
  • Accurately registers patient and/or verifies patient demographic information into practice management system
  • Registers patient into patient portal and sends forms via portal or snail mails paperwork for those without internet access
  • Schedules patient appointments for appropriate physician in correct time allocation and correct office (Carlsbad vs Oceanside)
  • Responsible for monitoring assigned providers’ schedules to ensure scheduling is accurate and/or provider has full schedule, to be monitored at least 3 days out.
  • Pulls new referrals from ‘Referral Pool’ in EHR system during down time on the phone
  • Contacts patients who No-Show and offer to reschedule missed appointment
  • Works dashboard at the beginning of every morning shift to ensure those patients who have cancelled their appointment via the service are cancelled from the schedule
  • Works wait list from the dashboard
• Customer Service
  • Provides the highest quality service, meeting customer needs, with utmost kindness, care, compassion, courtesy, empathy and friendliness.
  • Uses friendly voice, speaks clearly and is empathetic to patients’ needs
  • Provides information needed for patient visit to include directions to appointment location
  • Encourages patient portal
  • Strives for maximum patient satisfaction
  • Uses effective communication techniques to engage the patient and peers
• Cross function
  • Works in collaboration with the Patient Coordinator Department, Front Desk personnel and clinical personnel
  • May work at front desk checking in patients as needed per office volume
  • May be required to assist Patient Coordinator Department
  • May assist with patient form completion in office
• Practice Requirements
  • Ensures patient confidentiality is always protected, both audible and visual
  • HIPPA Notice of Privacy Practice is on display and given to all new patients and then every three years
  • Ensures compliance with all medical practice regulations, such as, but not limited to HIPAA and OSHA
• May assist where any OSNC supervisor feels appropriate to best suit needs of OSNC
  • Demonstrates flexibility in schedules and assignments in order to meet the needs of the clinic.
  • Additional duties as assigned by Management.

Qualifications:

• Minimum 1 year experience in healthcare, orthopedic specialty preferred
• Strong background in customer service
• Competencies in the areas of leadership, teamwork and cooperation
• Strong ethics and high level of personal and professional integrity
• An effective communicator at all levels in the organization with strong oral, written and persuasive skills
• Attendance will be exceptional and punctual as to not affect your immediate team members

Education: 

• High school diploma or GED, required.

Each new hire candidate who is offered employment must pass a physical evaluation, urine drug screen and pre-employment background checks before starting work. 

*Salary/Hourly wage range for this position is posted.  Actual pay will be determined based on verified experience as well as internal equity.

TCHD is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, sexual orientation, or gender identity/expression), age, marital status, status as a protected veteran, among other things, or status as a qualified individual with a disability.