Scheduler III

Weekly Schedule- Monday-Friday 8:30am-5pm

PRIMARY FUNCTION:

To serve as a scheduling content expert and software super-user.  To assist peers with complex scheduling, procedure, and insurance matters.  Performs onboarding, training and continuing education for all staff schedulers when necessary. To perform scheduling functions for multiple sites and multiple modalities. Interact with patient and/or physician offices to facilitate scheduling. Obtains accurate patient demographic, financial, and insurance information in preparation for all third-party payers.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Manages the daily influx of phone calls from patients, physician’s offices, and other providers and insures the proper and timely routing and resolution of each matter.

• Controls workflow related to demand and handle urgent/emergent scheduling requests.

• Schedules routine and complex appointments.

• Maintains a working knowledge of capabilities of each department services modality and facility in order to properly schedule patient with respect to their physical condition and medical needs.

• Obtains pertinent clinical data, such as reason for appointment, previous related exams, medical history, patient preps, and safety questions.

• Corresponds with provider’s offices to obtain up-to-date order instructions and other related post-call follow-up as requested by the patient and/or ordering professional.

• Ensures online and fax-to-fax worklists are maintained and work is distributed evenly as applicable

• Assists in obtaining the patients' medical records from outside organizations and sending patient records to outside organizations with the proper release documentation.

• Document technologist or radiologist for premedication instructions for prior contrast reaction cases.

• Completes needed tasks in the online and fax-to-fax order worklists to ensure timely scheduling of the patients requesting an appointment via alternative methods

• Educates the patient with all pre-procedure preparation instructions for each imaging modality.

• Provides accurate directions to any satellite imaging services offices and both hospitals.

• Coordinates multiple resources and procedures.

• Interacts with physicians, physician’s offices, various Christiana Care departments, patients and patient’s family in a courteous and professional manner on a daily basis.

• Superior performance in customer service and phone skills with ability to handle difficult patient satisfaction issues and provide service recovery as necessary

• Demonstrates Christiana Care values and behaviors.

• Provides adequate care of equipment and inventory of necessary supplies on a daily basis. 

• Participates in record keeping and counting of supplies and notifies supervisor/manager when supplies are running low.

• Demonstrates compliance with Christiana Care and departmental policies and procedures and mandatory education requirements including but not limited to safety, infection control, attendance, and dress code.

• Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.

• Performs other related clerical duties as required.

SCOPE, PURPOSE, AND FREQUENCY OF CONTACTS:

Primary contact and interactions to include: Departmental and hospital staff, physicians/office staff, patients/family, insurance companies, Patient Financial Services and Information Services.

DIRECTION/SUPERVISION OF OTHERS:

 None

DIRECTION/SUPERVISION RECEIVED:

Supervisor, Business Manager Admitting Service

EDUCATION AND EXPERIENCE REQUIREMENTS:

Associate degree in Business/Medical related field preferred.

Two years experience in a medical, financial or marketing institution preferred.

Previous insurance or third-party experience is preferred

Ability to manage multiple software/websites simultaneously

An equivalent combination of education and experience may be substituted.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

Exemplify prioritization and organization skills.

Demonstrate critically thinking and problem-solving skills

Produce quality work with minimal errors

Ability to follow written and verbal direction

Adjusts to change, pressure and manage multiple concurrent responsibilities.

Ability to effectively communicate orally, written and electronically.

Exhibit ChristianaCare core values

Embodies quality patient-focused customer service

Ability to work as a team member and/or independently within guidelines.

Ability to train/orient in an efficient and effective manner.

SPECIAL REQUIREMENTS:

Onsite Christiana & Wilmington Hospital Caregivers: Ability to travel and work at either site depending upon department needs.

PHYSICAL DEMANDS:

Manual dexterity to initiate calls and perform computer entry.

Sight to dial numbers and read computer screens.

Hearing to speak with patients, etc on the phone; possibly extended periods of time.

Repetitive motion of hand, wrist and fingers.

Physical capability to walk/stand/sit/ for up to 8 hours/shift

Physical capability to carry a notebook (small laptop) and carrying case; total weight 3-7 LBS.

Physical ability to utilize computer cart as necessary (32 LBS)

Physical ability to push wheelchair as needed

WORKING CONDITIONS:

Sit, stand or walk most of the day in a hospital/office environment.

Communicate with patients, family members at bedside.

Stand and carry a notebook (small laptop).

Interdivisional travel as necessary.

May be exposed to potential biohazards found in healthcare institutions

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

Post End Date

EEO Posting Statement

ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program.  To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/