ENT ASSOCIATES

Role Description The Central Scheduler creates a positive first impression of the practice in greeting patients and other callers. Quickly and accurately directs callers to the appropriate department/person. Schedules patient appointments according to practice protocols and obtains the necessary information for new and established patients. Reports to: Director of Patient Access Flexibility: While this job description is meant to provide an overview and specific responsibilities of the Central Scheduler, ENTA Management reserves the right to make changes, adjustments, and revisions, as needed, to this document and will coordinate such modifications with ENTA’s Practice Administrator and Physicians. While the normal work week is 40 hours, you may be subject to overtime (not to exceed 50 hours per week). Qualifications - High School education or GED equivalent. - Strong communication skills with patients, staff, ancillary personnel, and physicians. - Proficient in Microsoft Outlook, Microsoft Word/Excel, computer knowledge to navigate internet websites such as Availity, Navinet, etc. - Solid understanding of scheduling efficiency and patient flow in a medical practice. - Possess accurate data entry skills. - Good analytical and problem-solving skills. - Ability to prioritize workflow in a fast-paced environment. - The ability to attend work on a regular basis. - The ability to adhere to safety rules and other reasonable regulations pertaining to the job. - The ability to refrain from negativity or excessive irritability. - The ability to work in cooperation with other workers. Requirements - Answers the telephone in a warm, friendly manner. - Determines quickly the nature of the telephone call. - Directs urgent calls to the triage assistant and ensures that action is taken. - Takes accurate and concise messages according to practice protocols and directs patient clinical calls to the designated Medical Assistant. - Directs provider clinical calls according to practice protocols. - Directs billing calls to the appropriate billing staff member. - Directs patient complaints or compliments to the appropriate member of the Leadership Team. - Directs all other callers to whom they are calling. - Obtains accurate and complete information for hospital consults and forwards to the appropriate Medical Assistant/Physician according to practice protocols. - Utilizes telephone courtesies on all telephone interactions, including placing callers on hold or directing them to voicemail. - Accurately enters new patient information in the computer/scheduling program. - Accurately updates established patient information in the computer/scheduling program. - Obtains all insurance information for patient appointments according to practice protocols. - Schedules patient appointments accurately according to individual provider’s scheduling template and follows practice protocols regarding approval for exceptions/add-ons. - Makes every effort to determine accurate reason for patient visit in order to schedule the correct amount of time needed. - Accurately obtains tracking information for new patient calls according to practice protocols. - Prospectively informs all new patients and established patients about the practice’s payment at the time of service policy and ensures they understand they are to arrive with their referral, medical records and/or radiology films. - Correctly cancels and reschedules appointments as needed and documents in the patient’s chart (EHR or paper) according to practice protocols. - Addresses patient portal tasks according to practice protocols. - Directs patient to the patient portal to update or complete necessary patient forms. - Notifies patients of online/text message check-in links to be sent prior to visit for updating existing patient information and completion of New Patient Paperwork. - Completes assigned Voicemails, Phreesia online appointment requests, tasks in a timely manner dictated by company policies and procedures. - Maintains patient confidentiality. Benefits - Physical demands: Average percent of time during regular shift devote to: - Walking, Squatting, Sitting, Bending, Reaching: 75% - Standing: 25% - Average lifting requirements: - Lifting Requirements: 20-40 lbs. - Frequency of Lifting: 0-25% of the time - Additional physical demands: - Ability to grasp with both hands; pinch with thumb or forefinger; turn with hand/arm; reach for (above shoulder height). - Ability to type 60 wpm. - Ability to operate multi-line telephone system, computer keyboard and ten-key adding machine. - Visual, Hearing, and Mental demands: Vision adequate to perform essential functions such as read telephone displays/computer terminals for long periods of time, correctable to 20/20. Hearing is adequate to perform essential functions such as answering the telephone. Mental capacity adequate to perform essential functions such as quickly and accurately entering patient demographics and scanning documents while checking in multiple patients. Tact to deal with unfriendly individuals regarding various situations, and adequately handle stress. - Working Conditions: This position has an option to work from home after training has been completed. Performance, reliability, and overall fit for the role will be assessed prior to an employee being given permission to work remotely and will continue to be assessed once the employee has gone remote. Required to exhibit a positive attitude and a professional appearance and show detail and accuracy. Required to exhibit quality performance of the essential job functions to help the practice run effectively and efficiently.