Complex Scheduling Coordinator

The Complex Scheduling Coordinator is responsible for serving customers, providers, and clinical teams in facilitating access to system wide services at the direction of the care provider. The Scheduling Coordinator II coordinates the flow and exchange of information related to customer care activities, across multiple departments and facilities and performs scheduling coordination and other administrative functions to ensure high quality services are accurately delivered.  This position's primary location will be our Lakeville Fairview Home Infusion - Infusion Suites.

Responsibilities

• Provides department reception, admitting and switchboard (performs all areas of patient registration, check in, obtain patient demographics, health information, insurance, verifies payers and answers phone)
• Collects, tracks, and maintains information specific to the department, often of confidential nature.
• Professionally performs Medical Oncology, Lab, cancer infusion and community infusion scheduling functions via phone and computer, accurately supporting orders from providers.
• Effectively manages multiple telephone lines, providing timely and accurate support to ensure customer needs and performance standards are met.
• Professionally communicates with patients and all staff on the telephone and in person. Remains at ease with callers, providing a secure and safe environment for them.
• Accurately utilizes decision and authorization support tools.
• Provides complex care coordination scheduling for multiple modalities, providers, and location schedules, accurately utilizing and documenting within all information systems.
• Effectively utilizes critical thinking and expert judgment skills to resolve complex situations
• Accurately navigates and translates complex service protocol tools and information to ensure appropriate services are delivered.
• Proactively identifies solutions for issues that hinder service delivery, working collaboratively with all necessary parties to ensure optimal resolution
• Proactively provides all necessary exam preparation, travel, parking, and appointment specific documents to the customer in a timely manner
• Maintains working knowledge of multiple specialty services and non-specialty disciplines.
• Actively pursues opportunities to mentor, educate and orient team members
• Actively identifies and/or designs service and quality improvement initiatives
• Proactively fosters and supports a culture of teamwork and collaboration
• Proactively participates in department problem solving and team meetings.
• Takes ownership for personal career and professional development, working cooperatively with peers, department, and organizational leadership resources.
• Other duties as required
• Handles mailings, supply orders, and phone lists as applicable.
• Specific Job Duties:
• Demonstrates the ability to accurately coordinate scheduling for all clinic, lab and infusion areas and providers from multiple facilities anywhere within the system of care.
• Presents a professional, welcoming, supportive, and calm demeanor during all aspects of interactions with customers
• Proactively leverages subject matter expertise to facilitate and manage resolution to customer and care provider issues, competing priorities, and service recovery situations
• Coordinates management of scheduling templates, processes and procedures based on comprehensive knowledge of all modalities for all locations
• Demonstrates proficiency in the utilization of the electronic health record, diagnostic systems, and other relevant IT platforms to ensure accurate decision making, provider orders, and specific patient instructions are disseminated
• Uses critical thinking and judgment related to patient history, provider orders, and clinical and technical resources to educate customers in preparation for services
• Coordinates the scheduling of multi-disciplinary resources including but not limited to: Lab, Pathology, Nursing, bone marrow biopsies, and bone density testing.
• Demonstrates exceptional written and verbal communication skills, effectively articulating key information to all customers and care teams in terms they understand
• Accurately executes care coordination procedures specific to complex procedures
• Engages, collaborates, and partners with continuum of care services, providers, technicians, and ancillary resources daily

Required Qualifications

• High School Diploma or GED
• Knowledge of General Medical Terminology, including specialty, Knowledge of medical office procedures, including scheduling and patient registration, and EMR
• 2 years of complex medical procedures scheduling or administrative/medical support experience
• Template scheduling, medical records, and patient registration experience
• Proven experience practicing good public relations, customer service, time management, prioritization, and patient communication skills

Preferred Qualifications

• Healthcare or business-related degree and excellent medical terminology of specialty and related areas

$21.41- $30.23 Hourly