Patient Scheduling Specialist at Johnson Health Center

General Position Summary:

The Patient Scheduling Specialist works as a part of the Patient Care Team and assists with the overall scheduling experience. The Patient Scheduling Specialist is primarily responsible for providing excellent customer service to all patient contacts via phone and electronic communication and ensuring timely patient access to appropriate levels of care.

Essential Duties and Responsibilities:

1. Communicate with patients in a courteous and professional manner via telephone and other forms of electronic communication, such as text and live chat features, and ensures that all interactions work towards a goal of patient satisfaction. Promotes a positive approach in all interactions and assures that patients and external providers have an excellent experience on every exchange.
2. Direct calls and create detailed and complete telephone encounters on behalf of patients, outside providers, and pharmacies.
3. Ability to interpret patient and external provider wants and needs to ensure proper and timely routing of telephone messages and phone calls.
4. Ability to stay calm and follow outlined procedures in moments of patient crisis.
5. Navigates through the patient chart and documents to find requested information for patients and external providers.
6. Schedules appointments in JHC’s EHR. Must be knowledgeable of all scheduling components of each JHC department.
7. Promotes the Team-Based Care Model by participating in monthly team meetings and all other as-needed team meetings as scheduled by the supervisor. Works in harmony with all staff members at Johnson Health Center and promotes a positive approach to every engagement.
8. Reminds patients in a pleasant manner of the date, time, and location of the appointment and the provider that the patient is scheduled to see.
9. Reschedules and cancels patient appointments as necessary. Communicates with the patient in a positive and encouraging manner when rescheduling is necessary.
10. Demonstrates exceptional listening skills via telephone; able to interpret subtle indications such as tone of voice, hesitations, or incomplete responses.
11. Monitors incoming texts, Live Chat messages, and appointment reminder software to ensure there are timely and accurate responses.
12. Must be able to meet outlined productivity goals each week while working in a fast-paced environment that requires the ability to multi-task.
13. Must be proficient at using dual monitors and multi-line phones while navigating at least three software programs simultaneously; proficient at typing quickly and accurately.
14. Successfully complete assigned call center school training and other company assigned trainings.
15. Performs other duties as assigned.

Other Functions:

1. Staff members will abide by the Code of conduct as documented in the Corporate Compliance Manual.
2. Must demonstrate a personal and professional commitment to Johnson Health Center and its mission.
3. Treats all patients and staff with dignity and respect, mindful of the cultural differences of the diverse population we serve.
4. Management may modify, add or remove any job functions as necessary, or as changing organizational needs require.
5. Physical attendance is an essential element of the job and necessary to perform the essential functions of the Patient Scheduling Specialist position.

JHC Core Values:

Staff members must actively demonstrate dedication and commitment to the core values of JHC.

1. Respect – We value and respect each patient, their family, ourselves, and each other.

Every individual associated with Johnson Health Center will be treated with dignity and respect. We value and respect people’s differences, show empathy to our patients, their families and each other, and work collectively to build Johnson Health Center as a health center and an employer of choice.

1. Integrity – We are committed to doing the right thing every time.

Our actions reflect our commitment to honesty, openness, truthfulness, accuracy and ethical behavior. We are accountable for the decisions we make and the outcome of those decisions.

1. Excellence – We will pursue excellence each and every day in activities that foster, teamwork, quality improvement, patient care, innovation, and efficiencies.

At Johnson Health Center, our medical, dental, pharmacy, behavioral health, front desk and administrative teams are passionately committed to the highest quality of care for our patients. We continually seek out ways to enhance the patient experience and promote an environment of continuous quality improvement.

1. Innovation – We value creativity, flexibility, and continuous improvement efforts.

We are advocates and instruments of positive change, encouraging employees to engage in responsible risk-taking and working to make a difference. Out of the box thinking enables us to build on successes and learn from failures.

1. Teamwork – We understand that teamwork is the essence of our ability to succeed.

We work across functional boundaries for the good of the organization. Our collaborative approach ensures participation, learning and respect and serves to improve the quality of patient care. By focusing on a team-based approach, the expertise of each Johnson Health Center employee is leveraged to optimize the patient experience.

Qualifications:

1. High School diploma or equivalent. Some medical experience preferred.
2. Working knowledge of MS Office products and ability to learn other computer related applications such as electronic medical records.
3. Excellent oral and written communication skills.
4. Working knowledge of office equipment, i.e., scanners, printers, copy machines, telephone system, fax machine.
5. Must be able to excel in a team-oriented setting and promote the core values of Johnson Health Center.
6. Ability to communicate in a positive, cheerful manner with all patients, staff, and vendors.

Physical Demand and Working Environment:

Fast-paced office setting with travel to other offices often. Lifting and/or exerting force up to 25 pounds occasionally, with frequently moving of objects. Work requires speaking, sitting, bending, walking, standing, hearing, and stooping, kneeling, and repetitive motion with certain activities. 8 hours of constant computer usage. OSHA low-risk position.