AAC II-Scheduling-3

Will serve as primary point of contact for all inbound calls to South Shore Medical Center’s Centralized Contact Center. The Centralized Contact Center is high volume, fast paced environment answering ~30,000 calls per month for all departments within SSMC. Will be responsible to perform a wide variety of functions including scheduling of patient appointments, collecting demographic information, verifying insurance information processing patient requests including prescription refills, distributing/responding to inquiries received via website and fax; and additional functions as directed.

Responsibilities

Will serve as primary point of contact for all inbound calls to South Shore Medical Center’s Centralized Contact Center; Will be responsible to perform a wide variety of functions including scheduling of patient appointments, collecting demographic information, verifying insurance information processing patient requests including prescription refills, distributing/responding to inquiries received via website and fax, and additional functions as directed; Schedule patient appointments following provider template for assigned department(s); Recite all appointment information back to patient including appointment duration, date, time provider and location; Maintain consistent compliance with quality standards; Work collaboratively with administrative and clinical staff of assigned department(s); Maintain comprehensive knowledge-base of scheduling rules for assigned department(s); Register new patients; verify personal and insurance information; update as required; Assist with rescheduling patient appointments at the direction of the department Manager; Answer calls in a timely, courteous and helpful manner; end calls with standard closing question; May be required to learn and perform all operator functions to provide support as needed or assigned; Assists with the training of new employees upon request; Maintain effective level of productivity at all times; Willingly accept special assignments; Maintain work area in a neat and orderly manner; Have knowledge of and adhere to the SSMC Mission Statement and all SSMC policies and procedures; Partnering with the Supervisor and Team Lead to assist with training and onboarding of new scheduling staff; If working in a remote position, may be required to come onsite during onboarding process to assist with training; AACII will have the knowledge/skills to answer for at least 3 scheduling queues and act as a super user and go-to staff member for any questions and first level escalations from their team-members; Participate in regularly scheduled performance improvement initiative meetings and assist in driving team performance to meet goal in Average Speed of Answer, Service Level and Abandonment Rate; AACII will be required to maintain minimum performance metrics including, but not limited to Average Calls Taken, Ready Time, abandoned call %, Transfer Rate, Quality Scores etc.; Assist with other special projects as directed

Requirements

High school diploma or equivalent; 1 year of experience in healthcare setting; Excellent verbal and written communication skills; Excellent computer skills with knowledge of various software applications; Knowledge of various insurance requirements; Excellent interpersonal skills; Ability to meet demanding deadlines and balance multiple tasks; Detail oriented with excellent organizational and prioritization skills; Must demonstrate computer proficiency through efficient use of the electronic medical record, patient registration/billing system, email, SSMC intranet & other computer software as required

Nice to have

Two (2) years of college preferred; Epic Experience preferred