Central Scheduling Representative

Purpose:
Typically, function under the direction of the Supervisor/Manager responsible for patient access. Schedule appointments for a similar group or specialty of physicians generally at one location or multiple session timeshares. Serve as front line resource for PSD Departments to coordinate access of external public to our care providers and ensure goal of 72 hours patient access are met.

Responsibilities:

• Take responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounter for messaging.
• Obtain chief complaints in order to schedule appropriately.
• Coordinate access to care for patients within own department or location.
• Schedule appointments according to the physician templates for similar types of physicians, generally at one office or multiple session timeshares (single specialty phone room or front desk environment).
• Review and verify the patient’s insurance information.
• Routinely attend department meetings and on-going in-service and training programs, to present and exchange pertinent information.
• Answer multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent.
• Appropriately distribute/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.). Work the overflow call list and Audiocare report.
• Treat all patients with respect and demonstrates the behaviors learned in the Patient Ambassador Program.
• Review, verify and enter the patient’s demographic information to ensure data integrity.
• Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
• Schedule appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.
• Give basic information to patients (directions, parking information, and required preparation for appointment). Function at multiple sites as requested by supervisor.
• Compile and send new patient packets or flags patient if needs to be completed upon arrival.
• Monitor patient wait list report.
• Understand UPMC 72-hour appointment requirement and work to ensure guidelines are met.
• Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.