Summary: Serve as a customer service advocate to all patients and providers in the CSHP-DMG surgical departments. Answer telephone calls and take messages. Schedule surgeries and procedures at hospitals, external ambulatory surgery centers, in-office procedures, and CSHP-DMG Ambulatory Surgery Center. Send requests for precertification of surgeries to benefits department. Schedule and reschedule surgeries or post-op visits. Cover the Clinical Care Representative position, enter orders for the patient and help Medical Assistants in the back office when needed.
Essential Duties and Responsibilities include the following, other duties may be assigned:
- Schedule patients for surgeries and procedures at hospitals and/or surgery centers as needed and ensure that the proper information is documented in the computer systems.
- Serve as a customer service advocate of CSHP-DMG for surgical patients. Assist in meeting patient’s needs and expectations.
- Assist with patient education prior to procedures or surgery with pre- operative paperwork; ensure that all necessary administrative duties have been completed prior to the patient arriving for the procedure or surgery.
- Fax all appropriate information and paperwork to hospitals or surgery centers.
- Plan, prepare and communicate surgery information directly with the provider.
- Forward all requests for precertification to the CSHP-DMG benefits department
- Follow all policies and procedures specific to the department.
- Maintain the surgery and procedure calendar. Make all cancellations or additions and change promptly.
- Schedule and reschedule pre-op and post-op appointments for patient as necessary.
- Confirm surgeries and procedures with the patient as well as with the hospital or surgery center.
- Call within the appropriate amount of time to release block time at the hospitals.
- File appropriate information in the patient’s surgery packet and ensure that these are well organized and up to date.
- Answer scheduling telephone from patients, providers and other teammates; deliver messages, prepare correspondence, and report any other documents as required by the departments.
- Verify accuracy of schedule 3 days before procedures and ensure that all necessary patient information is collected. Make sure that any reports or orders have been obtained and sent to hospital or surgery center. Verify that all precertification has been done.
- Provide the hospital or surgery center with updated schedules and information as required by the facility.
- Maintain a neat, well-organized work area.
- Enter orders.
- Room patients.
- Take vitals.
- Answer tasks and questions from patients.
- Demonstrate and exemplify behavior consistent with DaVita’s core values – service excellence, integrity, team, continuous improvement, accountability, fulfillment, fun.
- Maintain knowledge of company policies and procedures, OSHA and other related regulations and guidelines, and ensure department compliance.
- Use, protect, and disclose CSHP patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
- Attend and complete all required training and development to include annual compliance training.
- Perform additional duties as needed.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
One year certificate from college or technical school; or three to six years related medical scheduling experience and/or training; or equivalent combination of education and experience.
To perform this job successfully, the Team mate should have basic computer skills and an ability to learn and use DMG's Groupcast patient scheduling software and Allscripts Electronic Health Record.
Ability to read and comprehend basic instructions, basic correspondence, and memos. Ability to write basic correspondence.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Other Skills and Abilities:
- Ability to learn quickly.
- Ability to perform in an organized and efficient manner, demonstrating adaptability and flexibility.
- Ability to read, understand and follow oral and written instructions.
- Ability to speak clearly and concisely on the telephone as well as in person.
- Ability to meet the public in a courteous and pleasant manner. Good public relations skills.
- Ability to establish and maintain effective working relationships with patients, providers, teammates and the general public.
- Must be detail oriented and able to multitask with excellent communication skills.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the teammate is regularly required to sit for long periods of time; stooping, bending or reaching may also be required. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment as necessary. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. Must have legible handwriting.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the teammate must be able to work in an office setting with fluorescent lighting. Involves frequent contact with teammates, patients and the public. Contact may involve dealing with angry or upset people, and may be stressful at times. The noise level in the work environment is usually moderate.,