Job Abstract

Under the supervision of the Director of Patient Access and Scheduling, the Patient Scheduling Clerk, answers a high volume of calls and schedule appointments, instructs and assists clients with regard to appropriate scheduling protocols/clinic procedures, maintains a professional and confidential working environment. The Patient Scheduling Clerk assist and trains staff, where needed and uses initiative, sound judgment, and communication skills to enable efficient and effective use of the Schedu... more detailsling Center and its resources. MAJOR DUTIES/

ESSENTIAL FUNCTIONS

Answers a high volume of calls, schedule, reschedule, confirm and cancel appointments, return all call backs generated in the system, records information and effectively communicates scheduled appointment to patients. Answer and evaluate patient need, create telephone encounter and send to appropriate team for resolution, direct phone calls to appropriate site, advice nurse or leadership Control flow of calls that are presented in the Touch. Point desktop system. Introduce patients to the patient portal and advise them of the features and benefits the portal offers. Web enable and reset locked account for web enabled patients per patient request. Verify and update current demographic information. Discreetly handles and enters sensitive personal confidential information while adhering to Unity's HIPAA guidelines ensuring the proper handling of sensitive information. Serves as liaison between patients, staff and the health center leadership. Reviews all client related information for accuracy and completeness, confirm appointments and assist the client where necessary. Perform responsibilities with the required Customer Service standards. Performs within expected guidelines regarding talk time and wait time Maintains a clean, organized, and safe working environment. Maintains files and/or client database. Meets key metrics important for goals and benchmark data. Performs other duties as assigned
MINIMUM QUALIFICATIONS
- High school diploma or equivalent. Fluent in both English/ Spanish preferred. Excellent interpersonal communication, customer service and telephone equites skills. Minimum of one-year experience in an office setting, preferably a medical office setting. KNOWLEDGE, SKILLS, AND ABILITIES - Strong customer service background. Some knowledge of medical terminology. Good oral, written, and telephone communication skills; Bilingual: English/ Spanish preferred. Ability to work independently or in a team oriented environment and interrelate well with individuals with diverse ethnic and cultural backgrounds and needs. Basic working knowledge of computers. Typing 40 WPM preferred. SUPERVISORY CONTROLS - The position reports directly to the Director of Patient Access and Scheduling and Patient Scheduling Supervisors GUIDELINES - The position abides by all rules and regulations set forth by applicable licensing and regulatory bodies, as well as UHC policies and procedures PERSONAL CONTACTS - The position requires contact with staff at all levels throughout the organization. There are also external organization relationships that may be a part of the work of this individual.