Patient Care Scheduler

Job Summary

The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care - from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBes physician/advanced practicing clinician led geriatric care teams' partner with the patient's primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

Job Description

GENERAL SUMMARY

The Patient Care Scheduler is essential to ensuring daily routing optimization and scheduling to maximize productivity. The PCS will be extremely familiar with the aligned Nurse Practitioners geographical coverage area and maximize that knowledge to help optimize routing in alignment with technology solutions. The PCS is an expert at communicating and building relationships over the telephone, in order to engage, schedule and support the Nurse Practitioners and members requests as it relates to the daily routing and schedule changes. A normal 'day in the life' consists of conducting outbound calls to and from prospective Nurse Practitioners, and members to schedule, cancel, reschedule, and confirm a variety in-home annual and comprehensive wellness visits.

SKILLS & COMPETENCIES

Required Skills and Abilities:

• Must have great interpersonal skills, excellent verbal and written communication skills, with good command of the English language.
• Leverage systems, mapping tools and other resources to design an optimal route for the Nurse Practitioners schedules.
• Identify and address scheduling issues specific to the Nurse Practitioners geographical area.
• Evaluates and creates alternative routes as necessary and anticipates future change needs.
• Effectively able to find and reschedule members into current or future appointments to maximize the Nurse Practitioner's daily workload.
• Effectively and efficiently balance the needs of the members and Nurse Practitioners to optimize productivity.
• Schedule and reschedule member appointments to maximize the Nurse Practitioner's schedule.
• Complete confirmation calls, and scheduled appointment changes.
• Must possess the ability to listen effectively, navigate tough conversations, handle objections gracefully, and understand and address the needs of patients
• Manage routing to ensure the Nurse Practitioner schedule adheres to the accuracy of the schedules.
• Annotate all telephone calls within the appropriate computer based systems
• Communicate effectively with other departments as required to ensure accurate scheduling.
• Provide timely and accurate updates to the Nurse Practitioner in regards to their daily shifts
• Ensure confirmation call, reminder calls are adhered to based on calling schedules
• Other tasks needed to accomplish team's objectives/goals

Job Requirements

Educational/Background Requirements:

• High School education or equivalent
• 2+ years customer service experience required; experience in health care is a plus

Preferred Skills:

• Experience in routing, transportation or logistics
• Experience working with routing software and mapping applications as it applies to maximizing geography based routing
• Dynamic and engaging on the phone and demonstrate superb active listening skills
• Demonstrate basic skills in Google Workspace, Excel, or equivalent applications, and be familiar with call center software applications
• Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment
• Ability to think independently and make decisions, while adhering to company standards and guidelines
• Ability to work independently while being a productive member of the team
• Bi-lingual (not required)

Job Requirements:

• No supervisory responsibilities.
• No travel required.
• This is an in-office position.

Pay and Benefits:

• Pay Range: $40,000- $50,000
• Sponsorship Statement: WellBe does not offer employment-based visa sponsorship for this position. Applicants must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.
• Pay Transparency Statement: Compensation for this position will be disclosed in accordance with applicable state and local pay transparency laws.

Workplace Requirements:

• This position has been designated as safety-sensitive. As such, the employee must be able to perform job duties in a manner that ensures the safety of themselves, coworkers, patients, and the public.
• The role requires full cognitive and physical functioning at all times.
• Employees in safety-sensitive positions are subject to drug and alcohol testing, including substances that may impair judgment or motor function, in accordance with applicable federal and state laws and company policy.
• Due to the safety-sensitive nature of this role and in alignment with federal law and workplace safety standards, the use of marijuana-including medical or recreational use-is prohibited.
• WellBe Senior Medical will comply with applicable state laws regarding medical marijuana and reasonable accommodations, where such laws do not conflict with safety requirements or federal regulations.

Background Check and Drug Screening:

• As a condition of employment, WellBe Senior Medical requires all candidates to successfully complete a pre-employment drug screening.
• Ongoing employment may also be contingent upon compliance with the company's Drug-Free Workplace Policy, which includes random, post-accident, and reasonable suspicion of drug testing.
• The company reserves the right to test for substances that may impair an employee's ability to safely and effectively perform their job duties.
• Background Check Statement: Employment is contingent upon successful completion of a background check, as permitted by law. As a healthcare organization, WellBe conducts monthly FACIS (Fraud and Abuse Control Information System) checks on all employees. Continued employment is contingent upon satisfactory results of these checks, in accordance with applicable laws and regulations.

Equal Employment Opportunity:

• WellBe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.
• Americans with Disabilities Act: WellBe Senior Medical is committed to complying with the Americans with Disabilities Act (ADA) and applicable state and local laws. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of the job. If you require an accommodation during the application, interview or employment process, please contact Human Resources at HRPeopleLine@wellbe.com
• At-Will Employment Statement: Employment with WellBe is at-will unless otherwise specified by contract. This job description does not constitute an employment contract.
• Disclaimer: This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary. The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.