Fairview Health Services is a healthcare nonprofit that provides various health services, including primary care, specialized medical treatment, mental health s
Lead Patient Access Scheduler
Location
United States
Posted
19 hours ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Lead Patient Access Scheduler
Fairview Health Services
Role Description The Access Navigation Center (ANC) is an inbound, fast-paced, high-volume center with an average of 6,000 calls per day. The SAC supports multiple Adult and Pediatric Specialties, which include: - Cardiology - Dermatology - ENT - Med-Surg - Neuroscience - Oncology - Ophthalmology - Primary Care - Pulmonology - Solid Organ Transplant - Urology - Women’s Health As the first point of contact, the SAC provides essential support in connecting patients with the care they need. As a Lead you will: - Use technology proficiently to identify and satisfy patient appointment scheduling needs - Coordinate all aspects of patient scheduling needs according to protocols - Notify caller of change in appointment scheduling - Acquire patient demographic and insurance information for new patients and verify for returning patients - Determine when a conversation needs to be escalated to triage or manager - Provide pre-appointment instructions to patients at the time of the call - Respond to, answer and/or advise questions or concerns - Facilitate daily and weekly huddles & connect with team - Complete call and registration audits - Process and address scheduling errors - Be the first point of contact for Scheduling Team regarding scheduling questions - Build and facilitate training for new team members - Make daily adjustments to ensure adequate phone coverage as it changes throughout the day Qualifications - 1+ Years Customer Service experience in healthcare or professional service industry - Proven ability to listen effectively, maintain HIPAA-compliant confidentiality, and resolve patient complaints while demonstrating patience and professionalism - Strong telephone management, organization, and prioritization skills - Ability to multi-task - Excellent computer skills Requirements - Post-Secondary Education - 2 years of customer service in a healthcare setting - This position requires a full month of uninterrupted training Benefits - Generous benefit package including medical, dental, vision plans - Life insurance - Short-term and long-term disability insurance - PTO and Sick and Safe Time - Tuition reimbursement - Retirement - Early access to earned wages - More information available here
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