Job Description

Position Summary

Make all patient appointments for all locations and all providers to ensure all providers are fully utilized

Essential Functions Statement(s)

Makes appointments for patients, reschedules and cancels through the patient portal, patient call, and outside referral software program

Follows appointment guidelines to ensure proper scheduling

Determines patient's clinical need to ensure proper scheduling

Performs other related duties as assigned

Accepts incoming patient phone calls and uses computer systems to schedule patients

Triages patient needs for timeliness of appointments based upon pre-determined criteria

Determines which physician to place patient with based upon pre-determined criteria

Retrieves appointments requests from the patient portal and places outbound calls to patients to schedule appointments

Monitors and replies promptly to patients' online portal messages

Communicates and collaborates with physicians and medical staff to meet patient scheduling needs

Meets daily and monthly call quota expectations as assigned by supervisor/manager

Monitors and schedule patient referrals from hospitals and community medical partners

Performs other related duties as assigned

Skills & Abilities

Education: High School Graduate or GED Required

Experience: 6 months of combined experience in a call center or high volume-scheduling department with EMR/EHR systems and multi-line phone services or customer service is required.

Preferred Experience: Experience in a healthcare setting (physician's office, clinic or hospital) with knowledge of insurances, copay collection, referral procedures, and healthcare terminology. Orthopedics experience is preferred.

Computer Skills: Must be computer literate. Basic computer skills required such as Word and Outlook. Must be able to type.

Position Qualifications

Competency Statement(s)/Mental Demands:

• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Campbell Clinic Benefit Summary

Campbell Clinic offers a lucrative benefit package to support employees and their families.

• Medical / Dental / Vision Insurance
• HRA Option
• Flexible Spending Account
• Basic Life Insurance
• Voluntary Life Insurance Option
• Long-Term Disability
• Voluntary Short-Term Disability
• Accident Insurance
• Critical Illness Insurance
• 401(k) Plan Matching + Profit Sharing
• Employee Assistance Program
• Paid Time Off
• 8 Paid Holidays

Equal Opportunity Employer/Veterans/Disabled

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