SHARED SERVICES SCHEDULING SPECIALIST

C2Q Health Solutions • New York, NY

5d • $45,000 - $50,000 • Remote

About The Position

JOB PURPOSE: Shared Services Scheduling Specialist assists with scheduling in-house and external physician/specialist medical appointments for participants, coordinates necessary transportation, handles customer service issues, makes all arrangements for Aide Services/escorts and assists with other functions as needed. JOB RESPONSIBILITIES: Schedule participants with their specialty appointments and medical appointments with their CBPCPs. Make visit verification calls to confirm appointments and reschedule any cancellations. Check the provider lookup, Liberty Dental website and the NVA list to schedule appointments with in-network providers, escalating any issues to management, and appropriate department. Schedule SDR, post-fall, and HR/HI cases within 7 days of triggering. Ensure that participants' charts reflect the most accurate information, such as cancelling appointments and updating service plans when necessary. Ensure all authorizations and referrals are accurately faxed to the appropriate providers and facilities. Communicate effectively with all participants to relay appointment information, and provide updates as needed. Responsible for documenting all interactions and updates in a participants chart accurately and in a timely manner. Processes requests for the release of health information. Schedules provider follow-up appointments. Documents all calls in internal systems. Report any participant grievances reported by other DHC staff directly to the Grievances and Appeals department, as well as other disciplines involved. Schedule CBPCP appointments. Schedules all specialty consultations, including but not limited to psychiatry, podiatry, lab/home draws, and acupuncture. Informs Participants via phone regarding all future appointments. Identifies and partners with other departments to resolve complex participant inquiries. Completes documentation regarding appointments in the organization's computer systems. Responsible for the participant’s profile updates in all systems. Performs consistently with the organization’s mission and philosophy. Performs job responsibilities according to the organization’s policies. Seeks clarification when needed. Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance. Meets productivity guidelines. Maintains proper documentation (updated, timely, legible) related to patient care. Maintains HIPAA standards and confidentiality of PHI. Serves as a role model for peers and colleagues. Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills. Treats other employees respectfully and facilitates an environment of teamwork. Communicate with participants in a caring, helpful, considerate, and culturally sensitive manner. Demonstrates a thorough understanding of participants’ needs and wants and attempts to anticipate and meet participants’ needs. Utilizes service recovery techniques to resolve issues quickly and to the customer’s satisfaction. Ability to manage multiple tasks and priorities in a fast- paced environment and adapt to changing priorities throughout the day.

Requirements

• Associate degree preferred, or equivalent relevant call center years of experience preferred.
• One to two (1-2) years of experience in customer services, quality, and or auditing experience.
• Able to pass a typing test with at least 45 WPM.
• Spanish, Russian, Chinese, Bengali, Korean
• 1 – 2 years experience in customer service, quality, and/or auditing experience.
• Ability to manage multiple tasks and priorities in a fast- paced environment and adapt to changing priorities throughout the day.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced environment and meet assigned deadlines.
• Excellent organizational skills, accuracy, and attention to detail.
• Ability to operate both independently and collaboratively as required.
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
• Employees must have access to a modern personal computer that meets the following minimum standards: PC or Mac desktop or laptop, manufactured within the last five (5) years Supported operating system: Windows-based devices must run the latest version of Windows Apple devices must run the latest version of macOS Ability to install and run required secure remote-access applications Minimum system capability: Processor: 3.0 GHz or faster Memory: At least 8 GB RAM Storage: Sufficient free disk space to support required applications Display: Minimum screen resolution of 800 x 600
• Reliable high-speed internet connection with minimum speeds of: 25 Mbps download 10 Mbps upload Stable connection suitable for voice and system-based work Wired Ethernet connection preferred Private, quiet workspace that supports confidential conversations and HIPAA compliance Employees must acknowledge that they have an alternative means of working in the event of power or internet service outages to ensure continuity of job responsibilities.
• Device must have up-to-date antivirus and security protections Operating systems must be configured to receive automatic updates Employees must comply with all company security, confidentiality, and access protocols, including multi-factor authentication Employees are responsible for maintaining their personal equipment and resolving any device or connectivity issues that may impact job performance. IT support may provide guidance but does not maintain personal devices.
• Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to: Standing – Duration of up to 6 hours a day. Sitting/Stationary Positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods. Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc. Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job. Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas. Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.) Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy. Audio Hearing and Motor Skills (Language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, they must be able to speak comfortably and clearly with language motor skills for customers to understand the individual. Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

Responsibilities

• Schedule participants with their specialty appointments and medical appointments with their CBPCPs.
• Make visit verification calls to confirm appointments and reschedule any cancellations.
• Check the provider lookup, Liberty Dental website and the NVA list to schedule appointments with in-network providers, escalating any issues to management, and appropriate department.
• Schedule SDR, post-fall, and HR/HI cases within 7 days of triggering.
• Ensure that participants' charts reflect the most accurate information, such as cancelling appointments and updating service plans when necessary.
• Ensure all authorizations and referrals are accurately faxed to the appropriate providers and facilities.
• Communicate effectively with all participants to relay appointment information, and provide updates as needed.
• Responsible for documenting all interactions and updates in a participants chart accurately and in a timely manner.
• Processes requests for the release of health information.
• Schedules provider follow-up appointments.
• Documents all calls in internal systems.
• Report any participant grievances reported by other DHC staff directly to the Grievances and Appeals department, as well as other disciplines involved.
• Schedule CBPCP appointments.
• Schedules all specialty consultations, including but not limited to psychiatry, podiatry, lab/home draws, and acupuncture.
• Informs Participants via phone regarding all future appointments.
• Identifies and partners with other departments to resolve complex participant inquiries.
• Completes documentation regarding appointments in the organization's computer systems.
• Responsible for the participant’s profile updates in all systems.
• Performs consistently with the organization’s mission and philosophy.
• Performs job responsibilities according to the organization’s policies.
• Seeks clarification when needed.
• Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance.
• Meets productivity guidelines.
• Maintains proper documentation (updated, timely, legible) related to patient care.
• Maintains HIPAA standards and confidentiality of PHI.
• Serves as a role model for peers and colleagues.
• Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills.
• Treats other employees respectfully and facilitates an environment of teamwork.
• Communicate with participants in a caring, helpful, considerate, and culturally sensitive manner.
• Demonstrates a thorough understanding of participants’ needs and wants and attempts to anticipate and meet participants’ needs.
• Utilizes service recovery techniques to resolve issues quickly and to the customer’s satisfaction.
• Ability to manage multiple tasks and priorities in a fast- paced environment and adapt to changing priorities throughout the day.

Benefits

• After completing six (6) months of continuous employment, employees in fully remote roles may be eligible for a one-time reimbursement of up to $600 for approved home office equipment expenses, including but not limited to: Monitors Office chairs Desktop or laptop computers Webcams or cameras Battery backup or surge protection equipment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree