POSITION SUMMARY: The Ambulatory Centralized Reg/Scheduling Manager will be responsible for day-to-day operations in the Centralized Scheduling, providing support to accurately schedule appointments in the Scheduling Software for all customers. Complete comprehensive customer interviews to gather data to schedule and register customers efficiently and expeditiously. Initiate outbound calls to facilitate registration and scheduling. Will work closely with OP/IP Centralized Hospital Registration Scheduling Manager to establish productive processes for effective workflow as well as ensuring excellent customer service practices in all the call center functions. Reports to Director of Patient Access.
ESSENTIAL FUNCTIONS:
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Ensures that clinic call center staff performs all appropriate job functions correctly and effectively as per the job descriptions.
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Provides information, resolves problems, and advises customers on products and/or services, ensuring customer satisfaction.
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Trains and oversees staff in center procedures and monitors performance; provides ongoing technical guidance, direction, and counseling to call center staff insuring acceptable standards of customer service
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Organizes workload to ensure deadlines are met, schedules work assignments in order of priority
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Reviews, monitors, and processes all correspondence to and from customers; coordinates the submission of periodic reports to management
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Provides in-service training and orientation to familiarize staff with various financial programs, changes in laws affecting eligibility or services, and other aspects of financial counseling
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Records and monitors payroll for the Centralized Scheduling
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Works with OP/IP Centralized Hospital Registration to ensure staff observe proper confidentiality and security of patient health information to include proper procedures for obtaining authorization for release of records and timely response to requests and inquiries as per PMHD policy.
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Coordinate, train, and assure all proper authorizations are in place for scheduling. Appraise performance of respective staff members.
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Actively works with all Centralized Scheduling staff to ensure excellent customer service is consistently provided to all clinic and scheduling areas. This includes staff interaction during telephone encounters as well as those patients/visitors physically visiting the Center. Participates with the departmental initiatives aimed at improving such performance.
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In coordination with Director of Patient Access, interviews, hires, and disciplines department employees. Performs performance appraisals for department employees.
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Continuously reviews the Center’s scheduling program for efficiency and communicates potential opportunities and recommendations for improvement.
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Conducts regular monitoring and tracking of Centralized Scheduling functions to ensure accuracy as well as staff performance; communicating such results with the Clinic and Hospital Directors in order to develop and implement appropriate plans of improvement.
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Provides assistance to the Department Directors in organizing and establishing proper coverage schedules to ensure adequate staff and support for Center operating hours and cost containment.
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Works with the Department Directors to complete the training of call center personnel whereby assuring competency with all essential job duties and functions.
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In collaboration with the Hospital and Ambulatory scheduling, assists in the interviewing process of Centralized Scheduling staff.
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Oversees the Centralized Registration Scheduling department.
OTHER RESPONSIBILITIES:
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Demonstrates an understanding of the PMHD Admission Policies and Procedures and ensures staff adherence with such processes in performing job duties
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In the absence of the Clinic Supervisors acts as a department representative on the PMHD Safety Committee
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Ability to resolve customer complaints and concerns
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Ability to communicate effectively, both orally and in writing
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Ability to resolve difficult or stressful customer service issues
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Ability to perform complex tasks and to prioritize multiple projects
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Assists in the account auditing and charging processes as requested by the Director of Patient Access.
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Performs all duties of the Centralized Scheduling Personnel as needed.
4. Performs general clerical functions
5. Possesses excellent communication skills, verbal and written, and demonstrates skill in
sharing information.
6. Possesses high ethical standards
7. Performs other related job-related duties as assigned.
JOB RELATIONSHIPS: Reports directly to the site Director of Patient Access. Also work closely with the Clinical Supervisors, Hospital Registration Scheduling Manager, Medical Directors, facility provider staff, departmental lead staff, HIM Department, and Patient Accounting.
EDUCATION, KNOWLEDGE, SKILLS, ABILITIES AND EXPERIENCE:
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High school education or equivalent.
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At least three years of experience in a patient registration/front office environment
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Knowledge of Medical Terminology
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Mathematical ability to review statistical data on various financial records and extrapolate pertinent information.
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10 key adding machine, typing experience, and computer friendliness is required. High proficiency with MS Office (Excel, Word, Access, and PowerPoint) is preferred.
AGE OF POPULATION SERVED:
Newborn Infant/Pediatric Adolescent Adult Geriatric All No Patient Care
PHYSICAL REQUIREMENTS: Job involves some walking, standing, sitting, lifting and carrying up to 30 pounds and computer entry.
MENTAL REQUIREMENTS: Must have sufficient emotional maturity to relate with co-workers in the work environment in a professional manner. Must be able to work as a member of a team.