Patient Scheduling Senior Specialist

The University of Kansas Health System•Kansas City, MO

About The Position

Patient Scheduling Senior Specialist KUCC - North Position Summary / Career Interest: The Patient Scheduling Senior Specialist is responsible for providing daily support to the scheduling team, utilizing their expert knowledge of scheduling workflows to train, coach, and be a resource to peers. The Patient Scheduling Lead will complete competency assessments for new hires as well as outline any additional training needed. This lead role monitors volume throughout the day and assigns staff accordingly to various scheduling duties. They assist the Supervisor with measuring staff productivity and adherence to quality assurance measures. This role requires comprehensive knowledge of all job functions and provides coaching to staff as needed. The Patient Scheduling Senior Specialist supports the staffing plan, functioning as a scheduling associate/specialist as needed while modeling the highest level of customer service. This role also covers leadership responsibilities in the absence of the Supervisor.

Requirements

High School Graduate or GED.
3 or more years progressively responsible and directly related work experience in a healthcare setting OR some combination of health care or contact center experience including 18 months in a UKHS patient scheduling position
Expert in navigating EPIC EMR to include MyChart messaging system as well as use addition scheduling modules (e.g. Beacon Scheduling Orders).
Proficient in navigating EPIC EMR to include MyChart messaging system
Fluent English - Ability to read, write, speak and understand English.
Basic computer skills including Microsoft Excel, Word, Outlook, and Teams.
High level of customer services skills focusing on problem resolution.
Ability to maintain patient confidentiality.

Nice To Haves

College coursework completed towards an Associate's or Bachelor's Degree
If bilingual-Documented proof of competencies via language proficiency assessments

Responsibilities

Maintains expert knowledge and understanding of scheduling guidelines, patient registration, pre-certification requirements and basic levels of health insurance and billing procedures.
Maintains expert knowledge of order entry and scanning capabilities as needed.
Role models the health system values in our daily interactions and inspire others to follow those established values.
Responsible for accurate scheduling/re-scheduling/cancellations of patient visits; including clinic appointments (in person and telehealth), treatments such as(chemotherapy and/or radiation therapy), surgeries, procedures and/or ancillary services using extensive knowledge of appointment types, locations, providers and specialties. This level of the Patient Scheduling family is an escalation point for the most complex scheduling.
Diligently and efficiently manages scheduling workload from assigned Appointment Request Workqueue (WQ), filters and prioritizes appointment requests per specialty standards keeping close communication with the providers and clinical team members to verify any change requests and ensure continuity of care.
Verifies referring physician orders against scheduled appointments for accuracy.
Responsible to coordinate scheduling of multiple/cyclical (e.g. laboratory tests, radiologic imaging, and procedures . . . .) at correct intervals to clinic and treatment appointments. This position is an escalation point for the most complex scheduling.
Builds and supports trusting relationships with provider and clinical team to providing holistic and patient centered scheduling services, while advocating for patient's needs (transportation, financial, logistical) and coordinating care appointments across multiple campuses.
Communicate with Financial Advisor when the patient has concerns/questions about financial responsibility for appointments /treatments/procedures scheduled.
Direct patients to call insurance provider for copay or benefits information or transfer callers to Financial Advisor for specific payment inquiries, including self pay plans.
Responsible for registration of patient (prior to visit and/or upon arrival); including entering/updating demographics, insurance verification, document scanning, and processing of referrals.
Responsible for checking out patients from clinic visit, providing options for receipt of after visit summary and support for EMR patient portal (EPIC MyChart) sign up.
Manages department Scheduling Inbasket and voicemails.
Engages with patients in a in a timely manner; provides complete and accurate information to the patient regarding prep and other exam related notes.
Provides courteous and timely response to scheduling requests via electronic patient communication/ interactions including MyChart messages and Artera text messaging platform.
Schedules referral appointments for external offices, faxes/sends necessary referral and medical records to referred physician office utilizing specialty software modules such as Beacon, . . .
Demonstrates professional communication with patients and all team members.
Responds to employee and customer complaints in a professional and positive manner at the request or absence of the supervisor.
Attends and actively participates in staff training or educational activities relating to job role. Scheduling lead may train lower level schedulers.
Demonstrates the initiative to assist others and serve as mentor for new team members as needed.
Monitors scheduling volume (appointment request workqueues, call volume), assigns staff based on fluctuations and ensures department meets service level goals.
Serves as an operational resource and supports daily staffing plan needs.
Audits team member productivity to ensure consistency of service and reviews data with staff.
Provides ongoing training to team members on clinic-specific workflows using approved materials and interactive hands on exercises.
Provides performance feedback for team members to Supervisor and Manager. And may be involved in any necessary retraining efforts.
Acknowledged as the Epic Superuser and responsible for supporting implementation updates/modules
Assists the Supervisor with all aspects of the scheduling office in the most efficient and timely manner possible, and coordinates the processing of orders and scheduling of a varied number of radiological requests from multiple locations and modalities, including scanning documents into appropriate network drives, and monitoring the operation of equipment to ensure optimal operating conditions.
Must meet the competencies for this role before being eligible for advancement to next level scheduling role.
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.