Spanish Speaking Patient Scheduling Coordinator (FT) – Indianapolis, IN
IHC Corporate Office
Indiana Health Centers, Inc. does not discriminate on the basis of race, color, national origin, sex, religion, age or disability in employment or in the provision of services.
The position listed below is open and available to all qualified candidates. Any individuals interested in submitting their application for candidacy should do so in writing. All submissions should identify the position. Please email all resumes and cover letters to Stephenie Knoll, Talent Acquisition Manager at firstname.lastname@example.org.
DESCRIPTION OF WORK:
The Patient Scheduling Coordinator contributes to IHC’s mission and goals of client satisfaction, quality of care, cost competitiveness and productivity by performing a variety of patient services duties necessary to maintain the efficient flow of operations at the health center and ensure a positive and consistent customer service experience for IHC patients. The Patient Scheduling Coordinator works closely with the other front office staff to provide customer service to patients over the phone to schedule and reschedule appointments, make reminder phone calls, conduct outreach campaigns using technology, assist with referrals and billing paperwork.
- Answers health center phone calls and accurately directs calls as necessary.
- Works with management team to schedule appointments according to Patient Scheduling policy guidelines and health center needs.
- Processes appropriate patient paperwork.
- Educates clients regarding documents they will need to provide at the time of service.
- Accurately enters, maintains, and retrieves data on IHC’s Electronic Medical Records (EMR) system.
- Uses and maintains EMR, accurately assembling income documents, and ensuring client information is up to date and complete.
- Determines eligibility and counsels eligible patients on Medicaid or Medicare part D; refers eligible clients to WIC programs.
- Communicates appropriate diagnostic and clinical information with patients as needed.
- Contacts patients for reminder calls and follow-up.
- Supervises other scheduling/intake staff members as assigned.
- Assists with pre-chart preparation; proactively contacts patients to schedule appointments based on scheduling guidelines and policies to increase health center efficiency and productivity.
- Utilizes data analytics and reports for inbound call volume staffing to facilitate patient experience with calling IHC;
- Develops service level metrics for acceptable call experience including wait times, total talk time, abandon rate, average handle time, average speed to answer, appointments scheduled and other as identified.
DESIRABLE KNOWLEDGE, SKILLS, AND ABILITIES
Intake Functions: Able to:
- Learn and follow standard work practices/procedures – every time – without variation or error
- Follow established routines, requiring occasional modifications in procedure
- Train others on intake functions and standard work
- Demonstrate proficiency in patient scheduling, including procedures for walk-ins, overbooking, and rescheduling
- Demonstrate proficient knowledge about Medicaid and Medicare requirements
- Counsel clients on the advantages and services provided by Medicaid
- Recognize, troubleshoot, and/or alert others to potential scheduling conflicts or problems
- Take initiative; prioritize, organize tasks and time; follow up
- Work Product: Able to:
- Demonstrate high detail orientation and accuracy
- Perform responsibilities accurately, efficiently and timely
- Demonstrate knowledge of standard office practices and procedures.
- Able to juggle multiple requests and meet multiple deadlines
- Process Improvement: Able to:
- Follow standard work procedures
- Participate in process improvement projects as required
- Participate in high performing work teams; maintain a team approach to problem solving
Technology –Demonstrate office equipment and computer skills, including data entry; Able to use Microsoft Word, Excel, and Outlook, eCW, Dialpad, etc.
EDUCATION AND EXPERIENCE
Graduation from a standard high school, or equivalent. One (1) year of prior experience in a supervisory role in an office or health related position. Related education can substitute for experience. Spanish skills required.