Job Description

• Acts as a first point of contact within the Scheduling Department for new and reoccurring patients & physician offices scheduling various outpatient/inpatient appointments across Emory Healthcare.
• Answer inbound calls in high volume call center environment.
• Greets callers in an enthusiastic manner providing exceptional customer service and positive attitude at all times.
• Enters all patient demographic, medical and financial information accurately into Cerner Millennium Scheduling system.
• Maintain basic understanding of insurance, pre-certification and referrals.
• Performs scheduling functions in accordance with policies and procedures.
• Responsible for the scheduling, rescheduling and cancellation of all advanced outpatient and procedures.
• These services include but not limited to: radiology, laboratory, cardiopulmonary, sleep center, rehab services, outpatient services, and dietitian services.
• Maintains a good working relationships with physician offices and fellow colleagues within the hospital.
• Ensures confidentiality of patient information.
• Communicate and coordinate with other work units and other hospital departments to facilitate accurate and complete registrations/scheduling.
• Remain current with outpatient procedure knowledge and provides clinical prep instructions to callers as needed.
• Provide timely responses to all inquiries (verbal / written) regarding patient accounts.
• This position also makes outbound calls to schedule patients and assists with the management of physician orders, in a variety of ways.
• Maintain acceptable productivity standards in high volume call center environment. Actively participates in process improvement by sharing thoughts and ideas in a constructive manner either orally or written form.
• 100% of work time spent on answering calls and scheduling appointments.
• Performs other duties as assigned to meet the goals and objectives of Emory Healthcare.
MINIMUM QUALIFICATIONS:
• Minimum 2 years of medical office experience, scheduling environment or call center required.
• AS/BS degree in Business Administration, Healthcare or other related field required or 3 years medical office experience, scheduling environment or call center in lieu of degree.
• Demonstrated knowledge & proficiency of advanced scheduling duties and workflow.
• Quality scores within expected range as outlined. No performance or disciplinary issues.

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