Healthcare Scheduler Customer Experience Center
Company: Banner Health
Location: Mesa
Posted on: June 19, 2022
Job Description:
Primary City/State:Mesa, ArizonaDepartment Name: Work Shift:
DayJob Category:Marketing and CommunicationsA rewarding career that
fits your life. Banner Staffing Services offers a world of
opportunities to make an impact on one of the country's leading
health systems. If you're looking to leverage your abilities - you
belong at Banner Staffing Services. ----This role will work in our
Customer Experience call center at Tucson. This is a full time
position, with hours varying between 7:00am - 6:00pm, Monday
through Friday.Banner Staffing Services (BSS) offers Registry/Per
Diem opportunities within Banner Health. Registry/Per Diem
positions are utilized as needed within our facilities. --These
positions offer flexibility in scheduling and are great way to
start your career with Banner Health. As a BSS team member, you are
eligible to apply (at any time) as an internal applicant to any
regular opportunities within Banner Health.----As a valued and
respected Banner Health team member, you will enjoy:--
- Competitive wages
- Paid orientation
- Flexible Schedules (select positions)
- Fewer Shifts Cancelled
- Weekly pay
- 403(b) Pre-tax retirement--
- Employee Assistance Program
- Employee wellness program
- Discount Entertainment tickets
- Restaurant/Shopping discounts
- Auto Purchase Plan--Registry/Per Diem positions do not have
guaranteed hours and no medical benefits package is offered.
Registry/Per Diem positions require a minimum of 4 shifts a month
commitment. Completion of post-offer Occupational Health physical
assessment, drug screen and background check (includes employment,
criminal and education) is required.POSITION SUMMARYThis position
is responsible for scheduling across the system for physicians,
medical facilities and medical practices by coordinating all
aspects of scheduling including, but not limiting to, facility
resources, physicians, authorizations, insurance verification,
benefits and setting payment expectations to ensure an exceptional
customer experience at each point of service. Using a broad
understanding of customer engagement strategies, clinical
procedures and company facilities, this position provides accurate
and timely information to create an experience that is easy,
empathetic and differentiated in the marketplace.CORE FUNCTIONS1.
Schedules medical appointments through coordination of patients,
providers, facility resources, ancillary staff, records, referrals,
authorizations and payers. Receives and initiates calls to/from
patients, providers, provider offices and facilities, while
following all established scheduling procedures and protocols to
ensure patients receive the care they need, when and where they
need it.2. Effectively schedules appointments, tests and/or
procedures leveraging various electronic medical record /
scheduling software systems according to protocols established by
clinical staff and scheduling standards. Identifies alternative
schedule solutions in the event patient's preference is not
available, while adhering to procedures and protocols and ensuring
patient safety.3. Obtains patient demographics, insurance
information and necessary documents required to secure
authorizations, referrals, or other data as determined by various
facilities and insurance carriers. Responsible for obtaining and
properly documenting all necessary and accurate data during the
intake/registration process. Acquires and documents pertinent
patient medical information in accordance with procedural
guidelines.4. Provides patients with information, pre and post-test
instruction, provides location of appointment and directions. This
position answers questions as necessary within guidelines and
protocols. Refers questions to medical offices as appropriate.
Ensures patient has "no surprises" at point of service by setting
payment expectations, as well as, providing estimated payment
detail where applicable.5. Effectively communicates and builds
impactful relationships through written, digital and verbal
channels with patients, facilities, providers and other clinical
colleagues to ensure an easy, empathetic, solution-orientated
patient experience, included but not limited to phone, chat, email,
electronic medical record messaging and other digital channels.
Anticipates patient and provider needs and responds accordingly.6.
Solicits, labels, stores and manages scanned documents and orders
received from physician offices in the document imaging software
system. Ensures that all appropriate documents are received prior
to appointments and ensures that orders are compliant with each
facility's policy.7. Where applicable, collects pre-payments and
verifies insurance coverage to ensure "no surprises" and enable
patient ease.8. Services inbound and outbound customer and staff
communications for all facilities in the states in which they
operate. Works with various departments and staff to provide
accurate managed care information.MINIMUM QUALIFICATIONSHigh school
diploma/GED or equivalent working knowledge.Requires skills and
abilities typically attained with minimum of 1 or more years of
customer service or related experience in a healthcare setting,
such as medical office/clinic or hospital scheduling. Other
acceptable experience includes lab, medical transcription, medical
assistant or receptionist in a medical setting or other equivalent
experience. Demonstrated ability to provide essential customer
service and knowledge in a high paced inbound contact center
environment Ability to use technology tools to research and obtain
accurate information to respond to customer inquiries via incoming
calls, emails and/or instant messaging/chat avenues while
maintaining a professional solutions and service-oriented demeanor
at all times. Effective ability to build customer loyalty through
positive customer interactions and provide an easy experience.
Demonstrated ability to utilize computer and typing
skills.Excellent interpersonal and communication skills to maintain
a positive and helpful attitude with customers, providers and
clinic operations. Must have the ability to follow oral and written
directions as they relate to the functions listed above. Must have
the ability to acquire and utilize a sound knowledge of the
company's customer information systems. Must possess excellent
organizational and time management skills. Accurate and efficient
keyboarding skills, the ability to work effectively with common
office software are required. Requires effective teamwork skills
and the ability to meet deadlines and productivity
standards.PREFERRED QUALIFICATIONSExperience in an in-bound call
center or scheduler in a practice management environment preferred.
Knowledge of payor contract terms and processes preferred. Some
level of familiarity with medical terminology strongly preferred.
Knowledge of payor contract terms and processes is
preferred.Additional related education and/or experience
preferred.
Keywords: Banner Health, Mesa , Healthcare Scheduler Customer Experience Center, Healthcare , Mesa, Arizona
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