Scheduling and Physician Referral Coordinator, Orthopedics

Job Details

Description

JOB SUMMARY

Provides scheduling and pre-registration service for patients needing services, procedures, tests and appointments for one or more department throughout Swedish Hospital. Ensures appropriate reimbursement for services. Provides general information about SH physicians for patients who contact the physician referral service. Handles in-bound reservation calls for screenings, classes and health fairs. Provides outstanding customer service and satisfaction ensuring all patients feel welcome at SH. Enables easy, convenient access to the services they need in a friendly, efficient and timely manner. Functions within Access Services as part of a team to provide superior service and satisfaction to all internal and external customers.

RESPONSIBILITIES

Essential Functions

• Demonstrates a commitment to the mission of Swedish Hospital and demonstrates a service orientation and adheres to all responsibilities and standards of the hospital.

Primary Duties

• Demonstrates professional and customer service focused behavior at all times, including manner of communication, responsibility and appearance.

Answers high volume of incoming calls promptly, courteously, and in a caring friendly manner, ensuring outstanding customer service at all times.

Accurately, appropriately and efficiently schedules services, tests, procedures and appointments for multiple departments, adhering to specific department guidelines and protocols, ensuring service excellence at all times.

Responsible for entering appropriate Medicare Medical Necessity diagnosis and ICD-9 code for exams in compliance with Local Medical Review Policies.

Gathers complete and accurate patient type, demographic and billing information. Pre-registers patients in a timely and efficient manner.

Advises patient of any insurance authorization and referral requirements and ensures timely transfer of registration information to ensure financial clearance and appropriate reimbursement.

Advises patients and provides them with any necessary prep, instructions appropriate to the scheduled test(s). Gives other directions, locations and instructions for check-in on the day of service (in writing when indicated).

Advises patients of the collections policy and explains payments, deposits and co-pays. Directs patient to the cashier or financial counselor when indicated.

Assists and supports new employees to make them aware of department policies and procedures, while emphasizing excellent quality and customer service excellence.

Performs physician referral services by using the computer to match customer requests for SCH physician(s) according to the customers stated needs and preferences.

Responsible for reservations and registration for community and hospital events and classes. Provides class/event roster in an accurate, efficient and timely manner for event coordinators and instructors.

Attends meetings regarding community and hospital events and classes.

Responsible for generating reports/letters in an accurate, efficient and timely manner.

Maintains accurate physician data for new doctors on staff, insurance information and other updates in the computer system. Maintains paper files and binders up to date as a back up for computer down time, so that referrals can be done manually.

Performs other duties as requested by the supervisor.

ACCESS TO PROTECTED HEALTH INFORMATION

Name, Demographic, Financial and Limited Clinical

Computer system access is assigned based on managers access level request and on the minimum necessary as described in this job description. Approval for level of access is given by the system administrator or manager of the department that has ownership of system/module. See Computer system Access controls policy.

PATIENT CARE/AGE SPECIFIC RESPONSIBILITIES & QUALIFICATIONS

N/A

QUALIFICATION/BASIC JOB REQUIREMENTS

Education and Experience

Minimum high school graduate or equivalent; prefer two or more years of college course work.

Minimum six months experience in hospital admissions, hospital department scheduling, or one year in physician office scheduling.

Knowledge and Skills

Excellent interpersonal communication and public relations skills.

Expert knowledge of medical terminology.

Knowledge of clinical office or department general policies and practices.

Keyboarding at 45 wpm.

Working knowledge of computers

Knowledge of third party payers and managed care contract reimbursement requirements.

Ability to concentrate and remain composed in a busy, distracting office environment in high-pressure situations.

Ability to interact positively and effectively with multiple departments.

Ability to use good judgement and utilize independent decision-making skills to effectively problem solve, resolve issues and facilitate department efficiency and productivity.

Ability to prioritize and organize tasks and to maintain flexibility in response to constantly changing demands.

Primary Location

Foster Medical Pavilion

Shift: Days & Weekends

Qualifications

Skills

Preferred

Polish

Some Knowledge

Arabic

Some Knowledge

Russian

Some Knowledge

Ukranian

Some Knowledge

Behaviors

Preferred

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Enthusiastic: Shows intense and eager enjoyment and interest

Motivations

Preferred

Self-Starter: Inspired to perform without outside help

Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Education

Required

High School or better.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)