Scheduling Representative Weekends Only PRN

Summary

Interviews patient or representative and enters information required for admission into

computer, answers inquiries and questions, takes messages for providers and staff over the phone. Agents

make important contribution to customer satisfaction by providing prompt, efficient and courteous service

to callers.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Takes incoming calls regarding clinic and outpatient procedures; makes outbound calls to patients for

appointment confirmation and insurance verification

Interviews patient or representative to obtain and record name, address, date of birth, emergency contacts,

attending provider, and individual or insurance company responsible for payment of bill

Explains clinic regulations such as payment of services, fee schedule and clinic procedures

Enters patient admitting information into computer and books appointments

Ensures the speaker is the patient or legal guardian when necessary

Compiles data for census records

Manage and resolve customer complaints

Route calls to appropriate destination

Follow up patient calls when necessary

Completes Call Logs

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Design- Demonstrates attention to detail

Problem Solving- Gathers information skillfully

Project Management- Communicates changes and progress

Technical Skills- Pursues training and development opportunities; shares expertise with others

Customer Service- Manages difficult or emotional customer situations; Responds promptly to customer

needs; Solicits customer feedback to improve service; Responds to requests for service and assistance;

Meets commitments; Listens to caller intently

Interpersonal Skills- Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others

without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things

Oral Communication- Speaks clearly and persuasively in positive or negative situations; Listens and gets

clarification; Responds well to questions; Demonstrates group presentation skills; Participation in

meetings

Written Communication- Writes/types clearly and informatively; Able to read and interpret written/typed

information

Teamwork- Gives and welcomes feedback

Leadership- Accepts feedback from others

Quality Management- Looks for ways to improve and promote quality; Demonstrates accuracy and

thoroughness

Ethics- Treats people with respect; Keeps commitments; Inspires trust of others; Works with integrity and

ethically; Upholds organizational values

Organizational Support- Follows policies and procedures; Completes administrative tasks correctly and

on time; Supports organization’s goals and values; Benefits organization through outside activities;

Supports affirmative action and respects diversity

Judgment- Exhibits sound and accurate judgment; Makes timely decisions

Planning/Organizing- Prioritizes and plans work activities; Uses time efficiently

Professionalism- Approaches others in a tactful manner; Reacts well under pressure; Treats others with

respect and consideration regardless of their status or position; Acce pts responsibility for own actions;

Follows through on commitments

Quality- Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality;

Applies feedback to improve performance; Monitors own work to ensure quality

Quantity- Completes work in a timely manner; Works quickly

Safety and Security- Observes safety and security procedures; Determines appropriate action beyond

guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly

Adaptability- Adapts to changes in the work environment; Changes approach or method to best fit the

situation; Able to deal with frequent change, delays, or unexpected events

Attendance/Punctuality- Is consistently at work and on time; Ensures work responsibilities are covers

when absent; Arrives at meetings and appointments on time

Dependability- Follows instructions, responds to management direction; Takes responsibility for own

actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Complet es

tasks on time or notifies appropriate person with an alternate plan

Initiative- Undertakes self-development activities; Seeks increased responsibilities; Looks for and takes

advantage of opportunities; Asks for offers help when needed

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates

suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and

information in a manner that gets others' attention.

HIPPA Compliance- Maintains the highest level of privacy with patient information

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles

Supports and explains reasoning for decisions.

Qualifications

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

essential functions.

Education and/or Experience

One year certificate from college or technical school; or three to six months related experience and/or

training; equivalent combination of education and experience

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write

simple correspondence

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common

fractions, and decimals

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral

instruction; Ability to deal with problems involving a few concrete variables in standardized situations

Computer Skills

Basic computer skills. To perform this job successfully, an individual should have knowledge of

electronic data entry software, internet software, and Word Processing software

Physical Demands

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 preform essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle,

or feel; reach with hands and arms; talk and hear. The employee is frequently required to stand and walk.

The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this

job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to

adjust focus.

Work Environment

The work environment characteristics described here are the 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.

The incumbent must fulfill the performance of standards of this position and comply with the policies,

rules and procedures of the System, facility and department.