| JOB TITLE: Scheduling Services Specialist I LOCATION: Buckhorn Office Building DEPARTMENT: Scheduling Call Center WORK SCHEDULE: Days/Evenings: various shifts between 7:00AM and 9:00PM with possible weekend and/or holiday rotation Please note that there is potential and/or possibility to work weekends or cover other hours/shifts based on business needs WORK TYPE: Full Time (1.0 FTE) JOB SUMMARY: Provides seamless appointment scheduling services to patients and referring physician offices by matching physician-specific scheduling guidelines with patient appointment preferences across the Geisinger Health System (GHS) using technology. Collects and maintains accurate, basic patient information relating to registration and insurance in compliance with HIPAA guidelines. Facilitates positive multi-channel communications among patients, physicians, clinical staff, outreach sites, and internal departments to serve patient and referring physician needs using advanced writing, telephone, e-mail, and internet skills. Possesses solid knowledge regarding specialty, primary care, and/or community practice department specific scheduling guidelines, procedures, appointment scheduling and clinic work flows. Provides flexible coverage for co-workers in assigned work groups as needed.
Directly accountable to Supervisor, Scheduling Services. COMPETENCIES AND SKILLS: Demonstrates a positive, supportive, respectful and helpful attitude in interactions with all department customers (patients, physicians, visitors and other healthcare team members).
Demonstrates respect for the rights and dignity of all patients. Provides and maintains patient privacy at all times. Is compliant with HIPAA guidelines and privacy practices, patient confidentiality and patient rights.
Demonstrates the ability to effectively handle the departments minimum appointment-related contacts to resolve questions or concerns from patients and/or referring physicians on a weekly basis.
Demonstrates the ability to promote and work in a team atmosphere to manage and process all multi-channel contacts and attain common goals.
Demonstrates a positive work attitude.
Demonstrates a calm, professional manner. Offers and acts on constructive feedback.
Demonstrates time management skills effectively to perform scheduling while meeting department productivity and service standards.
Demonstrates high level of customer service while meeting department quality performance standards
Demonstrates flexibility in response to unexpected changes in workload, staffing and scheduling.
Demonstrates detailed knowledge of Microsoft Office applications, GroupWise and all other department software systems and their integration. EDUCATION AND EXPERIENCE: High school diploma required. Minimum of one year experience in a medical office/clinical setting, call center or customer service experience required.
OR
Associate's/Bachelor's degree in business or related degree required.
Familiarity with medical terminology preferred.
Previous call center experience preferred.
NAHAM or CRCR certification preferred.
WORKING CONDITIONS/PHYSICAL DEMANDS: Work is typically performed in an office environment.
May be required to work weekends and/or evening rotation according to the business needs of the department. OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. GEISINGER MEDICAL CENTER: (GMC), located Danville, Pa., the largest tertiary/quaternary care teaching hospital in the region, is licensed for 475 beds, including 89 pediatric beds in the Janet Weis Children’s Hospital. GMC, a Magnet Hospital, maintains the region’s only Level 1 Regional Resource Trauma Center with additional qualifications in pediatrics. GMC offers an array of highly specialized medical and surgical services, including neurosciences, cardiovascular services, transplantation, women’s health (in the Women’s Pavilion), oncology and orthopaedics. The Hospital for Advanced Medicine serves as an integrated center for the most critical patients. Outpatient services are available on and off campus. ABOUT GEISINGER: Geisinger is a physician-led health system comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan Geisinger is nationally recognized for innovative practices and quality care. Geisinger serves more than 3 million people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family. We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.* Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter. ** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status. *Domestic partner benefits not applicable at Geisinger Holy Spirit.
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