SUMMARY OF RESPONSIBILITIES: - In conjunction with the Medical department, the Scheduling Specialist organizes the daily appointments for services of children in accordance with their designated treatment plan.
- The Scheduling Specialist has excellent customer service and communications skills, demonstrates empathy, is people focused, works in a fast-paced environment, able to multi-task, adapts well to change and is resourceful while meeting deadlines
- Obtains and verifies patient and family identification as well as other documents (ex, insurance, financial info). Enters appropriate information into the system.
- Appropriately communicates with team members and management.
- Provides and assists patients and families with CRITUSA´s services.
- Schedules patient appointments.
- Ensures patients and families adhere to CRITUSA’s rules and regulations.
- Transmits CRIT Mission/Vision/Values to patients and families.
ESSENTIAL FUNCTIONS: - Verify patient/family demographic information and enter this information in the electronic health record, to include scanning, filing, purging, and checking for or obtaining required missing documents.
- Confirm that patient’s insurance has been verified, prior to appointments.
- Perform administrative duties including answering/returning calls, filling, scheduling appointments, contact families, following up with inquiries.
- Answer, investigate, and/or direct patient inquiries or complaints to the appropriate medical staff member.
- Serves and protects CRITUSA’s community by adhering to professional standards, policies and procedures, federal, state, and local requirements.
- Enhance patient advocacy and CRITUSA’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Ensure the protection of confidential information in accordance to HIPAA guidelines as well as organizational policies.
- Other duties as assigned.
JOB SPECIFICATIONS: A. KNOWLEDGE/SKILLS: - Experience in customer service, preferably in health care setting.
- Knowledge of pediatric rehabilitation.
- Flexible, team player attitude, rotates through lobby desks, front offices, call center, or train.
- Must be able to interpret physician indications to schedule appointments as appropriate.
- Maintain files and/or records for the purpose of ensuring the availability of information as required for reference or compliance.
- Excellent communication and writing/documentation skills, including updating patient account with attention to detail.
- Must possess specific knowledge-based competencies required to satisfactorily perform the duties including pertinent codes, policies, regulations and/or laws.
- Skill in operating a computer and other office equipment.
B. ATTITUDES: - We love who we serve
- We forge a culture of justice, rights and inclusion
- We are faithful to our mission
- We are responsible and live our work with passion
- We generate creative ideas and put them into practice
- We are resourceful and committed to sustainability in all our actions
- We are generous, committed to transforming the lives of the families we serve regardless of their insurance or ability to pay
C. EDUCATION/CERTIFICATIONS: - High school diploma or GED.
- Minimum of 3 years of Customer Service and/or prior experience in medical, or hospital setting.
- Excellent computer skills, including experience with health care patient databases, patient scheduling software, Microsoft Outlook, messaging service.
- Must be able to tactfully handle Human Relations obstacles.
D. GENERAL INFORMATION: - Bilingual in Spanish required.
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