Primary City/State:
Loveland, Colorado
Department Name:
Central Scheduling-Hosp
Work Shift:
Day
Job Category:
Marketing and Communications
Primary Location Salary Range:
$18.69 - $28.03 / hour, based on education & experience
In accordance with State Pay Transparency Rules.
The future is full of possibilities. At Banner Health, we’re excited about what the future holds for health care. That’s why we’re changing the industry to make the experience the best it can be. If you’re ready to change lives, we want to hear from you.
Location: 1900 N Boise Ave - Loveland OBGYN at McKee Medical Center. Clinic hours are Monday through Friday from 8am to 5pm.
Schedule: Monday through Friday between the hours of 9am to 5:30pm.
Day to day responsibilities include: Answering incoming calls from patients, registering patients, reviewing demographic information, verifying and entering insurance information, scheduling appointments for visits, taking messages and forwarding in electronic health record to clinical staff. There are required metrics related to number of calls per day and average time spent handling the call.
Requires skills and abilities typically attained with minimum of 1 or more years of customer service or related experience in a healthcare setting, such as medical office/clinic or hospital scheduling. Other acceptable experience includes lab, medical transcription, medical assistant or receptionist in a medical setting or other equivalent experience. Demonstrated ability to provide essential customer service and knowledge in a high paced inbound contact center environment Ability to use technology tools to research and obtain accurate information to respond to customer inquiries via incoming calls, emails and/or instant messaging/chat avenues while always maintaining a professional solutions and service-oriented demeanor. Effective ability to build customer loyalty through positive customer interactions and provide an easy experience. Demonstrated ability to utilize computer and typing skills.
Banner McKee Medical Center is a 132-bed, acute-care hospital in Loveland, Colo., a vibrant arts community located 40 minutes from Rocky Mountain National Park. Our hospital offers an array of inpatient and outpatient services including medical, obstetrical, pediatric, orthopedic, surgical, heart, cancer, and critical care. The Banner McKee Cancer Center and Banner McKee Breast Center are among Northern Colorado's leading cancer diagnosis and treatment facilities. Banner McKee is also a Level III trauma center. We are the only hospital in the Rocky Mountain region to be designated an Epicenter for robotic-assisted gynecological surgery by Intuitive Surgical, the manufacturer of the daVinci surgical robot. Our physicians, nurses and other health care professionals can train on state-of-the-art computerized patient simulation mannequins in our simulation center. Banner McKee is accredited by The Joint Commission.
POSITION SUMMARY
This position is responsible for scheduling across the system for physicians, medical facilities and medical practices by coordinating all aspects of scheduling including, but not limiting to, facility resources, physicians, authorizations, insurance verification, benefits and setting payment expectations to ensure an exceptional customer experience at each point of service. Using a broad understanding of customer engagement strategies, clinical procedures and company facilities, this position provides accurate and timely information to create an experience that is easy, empathetic and differentiated in the marketplace.
CORE FUNCTIONS
1. Schedules medical appointments through coordination of patients, providers, facility resources, ancillary staff, records, referrals, authorizations and payers. Receives and initiates calls to/from patients, providers, provider offices and facilities, while following all established scheduling procedures and protocols to ensure patients receive the care they need, when and where they need it.
2. Effectively schedules appointments, tests and/or procedures leveraging various electronic medical record / scheduling software systems according to protocols established by clinical staff and scheduling standards. Identifies alternative schedule solutions in the event patient’s preference is not available, while adhering to procedures and protocols and ensuring patient safety.
3. Obtains patient demographics, insurance information and necessary documents required to secure authorizations, referrals, or other data as determined by various facilities and insurance carriers. Responsible for obtaining and properly documenting all necessary and accurate data during the intake/registration process. Acquires and documents pertinent patient medical information in accordance with procedural guidelines.
4. Provides patients with information, pre and post-test instruction, provides location of appointment and directions. This position answers questions as necessary within guidelines and protocols. Refers questions to medical offices as appropriate. Ensures patient has “no surprises” at point of service by setting payment expectations, as well as, providing estimated payment detail where applicable.
5. Effectively communicates and builds impactful relationships through written, digital and verbal channels with patients, facilities, providers and other clinical colleagues to ensure an easy, empathetic, solution-orientated patient experience, included but not limited to phone, chat, email, electronic medical record messaging and other digital channels. Anticipates patient and provider needs and responds accordingly.
6. Solicits, labels, stores and manages scanned documents and orders received from physician offices in the document imaging software system. Ensures that all appropriate documents are received prior to appointments and ensures that orders are compliant with each facility’s policy.
7. Where applicable, collects pre-payments and verifies insurance coverage to ensure “no surprises” and enable patient ease.
8. Services inbound and outbound customer and staff communications for all facilities in the states in which they operate. Works with various departments and staff to provide accurate managed care information.
MINIMUM QUALIFICATIONS
High school diploma/GED or equivalent working knowledge.
Requires skills and abilities typically attained with minimum of 1 or more years of customer service or related experience in a healthcare setting, such as medical office/clinic or hospital scheduling. Other acceptable experience includes lab, medical transcription, medical assistant or receptionist in a medical setting or other equivalent experience. Demonstrated ability to provide essential customer service and knowledge in a high paced inbound contact center environment Ability to use technology tools to research and obtain accurate information to respond to customer inquiries via incoming calls, emails and/or instant messaging/chat avenues while maintaining a professional solutions and service-oriented demeanor at all times. Effective ability to build customer loyalty through positive customer interactions and provide an easy experience. Demonstrated ability to utilize computer and typing skills.
Excellent interpersonal and communication skills to maintain a positive and helpful attitude with customers, providers and clinic operations. Must have the ability to follow oral and written directions as they relate to the functions listed above. Must have the ability to acquire and utilize a sound knowledge of the company’s customer information systems. Must possess excellent organizational and time management skills. Accurate and efficient keyboarding skills, the ability to work effectively with common office software are required. Requires effective teamwork skills and the ability to meet deadlines and productivity standards.
PREFERRED QUALIFICATIONS
Experience in an in-bound call center or scheduler in a practice management environment preferred. Knowledge of payor contract terms and processes preferred. Some level of familiarity with medical terminology strongly preferred. Knowledge of payor contract terms and processes is preferred.
Additional related education and/or experience preferred.
Anticipated Closing Window (actual close date may be sooner):
2024-07-06
EOE/Female/Minority/Disability/Veterans
Our organization supports a drug-free work environment.
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