Queue Coordinator Jobs in Tennessee (NOW HIRING)

JOB SUMMARY:

Under the direction of the Director of Scheduling, the Scheduling Coordinator:

Performs office support functions of a specialized nature requiring the use of independent judgment in a medical setting.

ESSENTIAL JOB FUNCTIONS:

• Monitor and review provider documentation and responses daily, specifically checking the status of consent forms and ensuring that completed forms are sent to the appropriate providers prior to visits.
• Schedule patients to full provider capacity, considering provider work hours, availability, and daily patient visit limits.
• Optimize provider routes and appointment sequences for efficient and timely patient visits.
• Manage incoming patient case appointment requests, addressing both urgent and non-urgent scheduling needs, and schedule patients accordingly.
• Complete and maintain workbook reminders to track upcoming and follow-up appointments, ensuring timely scheduling.
• Update all scheduling and wound care worksheets.
• Respond to incoming calls, address patient inquiries, and direct calls or concerns according to established protocols.
• Confirm patient appointments not confirmed by AI or automated systems.
• Collect patient co-pays and any outstanding balances at the time of scheduling or check-in, documenting payments accurately according to billing guidelines.
• Collect, verify, and update all required patient demographic information to maintain complete and accurate patient charts.
• Verify eligibility and correct any insurance issues in Athena while scheduling patients.
• Utilize Athenahealth and CareLink to document, update, and communicate patient scheduling information, adding patients to the appropriate EMR. Note: Wound care patients have a separate EMR.
• Collaborate with providers and clinical staff to ensure smooth scheduling workflows and optimal patient access.

DAILY TASKS:

• Check Doc Response for consent forms, ensuring patients have completed them. If not, send them to the provider for assistance.
• Collect co-pays and any other outstanding payments.
• Review email communications for pertinent updates.
• Review the assigned providers' schedules for the next day to ensure route optimization and full capacity, considering work hours and available days. If a provider is not at capacity, schedule patients to reach full capacity for the day.
• Process patient cases in your queue throughout the day, prioritizing urgent cases for scheduling first, followed by non-urgent cases. Ensure no more than 10 cases remain in your queue by the end of the day, with no urgent cases outstanding.
• Incorporate workbook reminders from providers throughout the day for the next required follow-up appointments. Aim to complete all workbook reminders by EOD.
• Answer phone calls from patients with scheduling inquiries, transferring calls to the appropriate department if the inquiry is not scheduling-related. Do not enable Do Not Disturb (DND) on the phones unless you are on your lunch break. Be available at all times.
• Confirm appointments not confirmed by AI and collect any missing demographic information, including Social Security Number (SSN), email for the patient portal, preferred pharmacy, and emergency contact numbers. Check insurance eligibility before contacting the patient. Verify if the patient has any secondary insurance to add to the file. Collect any missing demographics.
• Monitor chats throughout the day for updates regarding providers who may need assistance with patient capacity.
• Ensure each provider has adequate drive time, and always be mindful of their start and end times when creating daily schedules. This may fluctuate to accommodate up to 7 full-time providers (with 1-3 part-time providers), with flexibility for future growth based on business needs.
• May perform special projects that require additional training and skills, as assigned.
• Participates as a team member and is accountable for own work responsibilities.
• Attends/participates in staff meetings as scheduled.
• Performs all other duties as assigned.

SKILLS/ABILITIES:

• Ability to work independently and multitask.
• Ability to provide documentation accurately and concisely.
• Knowledge of medical terminology.