Scheduler (Level 1)

Job Title: Scheduler (Level 1)

Job Grade: 21

Job Family: Business Support

Department: Patient Services

Reports to: Patient Services Manager

Classification: Non-Exempt

Status: Full Time

OUR MISSION

We pursue excellence in the delivery of professional, compassionate, and complete eye care.

OUR VALUES

• Empathy | Understand others’ feelings and perspectives.
• Extend Grace | Show kindness, compassion, and understanding.
• Desire to Help People in Need | Strong sense of social responsibility.
• Desire to Work | Perform your job to the best of your abilities.
• Invest in Yourself | Never stop learning.
• Benefit of the Doubt | Foster positive relationships and interactions.

POSITION SUMMARY

A successful Patient Representative is responsible for supporting and safeguarding Fogg Remington EyeCare (FRE) Standard of Patient Care. As a PR, you will juggle multi-tasks simultaneously and regularly complete ad hoc projects. The workday goes by quickly, and no two days are exactly alike. The Patient Representative should be committed to the Company’s strong learning culture and creating a positive patient experience. They play a vital role in helping to create a positive experience during their visit.

The Patient Representative, Level 1 – Scheduler position answers phone calls, schedules appointments, verifies insurance information, and collects patient information and medical history. They also assist patients, explain procedures and services, and address any concerns or questions.

ESSENTIAL FUNCTIONS, DUTIES, and RESPONSIBILITIES

• Manage a high volume of calls promptly and courteously.
• Direct incoming call volume by asking the correct questions to determine the type of visit and which healthcare provider the patient will need to see.
• Accurately schedule appointments according to provider and clinical guidelines.
• Verify patient demographics, insurance information, and obtain and document patient information, including medical history and reason for appointment.
• Answer inquiries regarding medical services, appointment availability, and general office policies.
• Handle patient concerns or complaints with empathy and professionalism.
• Follow up with patients regarding missed appointments.
• Provide information about medical procedures, tests, and preparations to patients.
• Utilize electronic medical records (EMR) systems to access and update patient information accurately.
• Collaborate with medical staff and administrative personnel to ensure seamless patient care and office operations.
• Participate in training sessions and ongoing education to stay updated on medical terminology, procedures, and office protocols.
• Adhere to call center metrics and performance goals, such as call volume, average handling time, and customer satisfaction scores.
• Cross-train in relevant/related functions and roles as necessary, and assist/train other staff in related functions as needed.
• Has not been sanctioned or excluded from participation in federal or state healthcare programs by a federal or state law enforcement, regulatory, or licensing agency.
• Maintain confidentiality by safeguarding ePHI and demonstrating HIPAA compliance to our patients.
• Ensure that HIPAA privacy policies are clearly understood and followed.
• Present a positive view of FRE to the community.
• Protect company assets.
• Support all co-workers and treat them with dignity and respect.
• Support the team to reach common goals.
• Be able to think and act quickly and efficiently in emergencies.
• May drive on company business.
• Must have valid California driver’s license (required).
• Comply with all FRE policies and procedures, including but not limited to workplace safety, reporting work-related injuries, Infection Control, and preventing potential safety risks for staff, clients, and others.
• Punctual and regular attendance is an essential responsibility of each employee at FRE. Employees are expected to report to work as scheduled, on time, and prepared to start working. Employees also are expected to remain at work for their entire work schedule. Late arrival, early departure, or other absences from scheduled hours are disruptive and must be avoided.
• Other duties as assigned. Please note that this job description is not designated to cover or contain a comprehensive listing of activities, duties, or responsibilities required for the employee. Duties, responsibilities, and activities may change at any time, with or without notice.

EDUCATION and EXPERIENCE

• Required: Possession of a high school diploma or GED.
• Preferred: Successful completion of a Medical Assistant or comparable program.

Experience

• 1-2 years in a clinical environment (e.g., doctors office, clinic, hospital setting, etc.).
• 1-2 years handling phone calls in a high volume setting (e.g., 100-200 calls/day).

Knowledge, Skills, and Abilities

• Possess an understanding of medical and vision insurance.
• Recognize and comprehend basic medical terminology.
• Good interpersonal skills and the ability to communicate effectively with different audiences.
• Intermediate to advanced phone skills; able to effectively relate via the telephone and in-person to serve the needs of Clinic patients/clients/visitors in an efficient and productive manner.
• Strong written and verbal communication.
• Ability to gracefully assist unhappy customers.
• Ability to interact and work effectively with co-workers, clients, guests, volunteers, and others.
• Well-spoken and polished demeanor.
• Cultural sensitivity and demonstrated ability to work with diverse people groups.
• Attention to detail requires a high level of accuracy and attention.
• Time management and organizational skills: Prioritizing tasks, meeting deadlines, and staying organized.
• Problem-solving skills: Analyzing complex problems, developing creative solutions, and making sound decisions.
• Proficiency with Microsoft 365 (Microsoft Word/Excel/Outlook).

WORK ACTIVITIES, STYLES, AND REQUIREMENTS

FRE Standards of Patient Care:

• Respect: Treat all patients with respect and dignity.
• Communication: Communicate clearly and effectively with patients and their families.
• Safety: Ensure the safety of all patients and staff.
• Quality: Provide quality care and services to all patients.
• Privacy: Respect the privacy of all patients and their families.
• Accessibility: Ensure all patients can access the care and services they need.

Empathy: Allows you to relate to teammates, patients, and customers to understand their needs and concerns better. Empathy will help you to be more understanding and compassionate when dealing with difficult situations and resolving conflicts.

Extend Grace: Ability to put yourself in the patient’s shoes to try and understand their situation, which allows you to show compassion and understanding, making the patient feel more comfortable and at ease.

Desire to help people in need: Exhibit a strong sense of social responsibility and willingness to take action and make decisions to positively impact others in our community. Display compassion to make a difference in people’s lives by going the extra mile to ensure those in need receive quality care.

Wants to work: Possess a strong desire to work hard and complete tasks promptly. Show your commitment to excellence by doing what is necessary to complete the job. Contributing to achieving team goals that value collaboration, accountability, and mutual support.

Invest in yourself: Take the time and effort to develop your skills and knowledge. Be open to learning new things and take on challenges that will help you grow professionally. Stay up-to-date on the latest trends and technologies in our field.

Benefit of the doubt: Be open-minded and consider all sides of an issue before deciding how to proceed. Be understanding and compassionate when dealing with difficult situations. Create a positive work environment and foster better relationships with your teammates and patients.

Environmental Conditions

• Indoors in a typical office environment approximately ninety-five percent (95%) of the time.
• Frequent computer use at the workstation for up to eight hours.
• Frequently work at a fast pace with unscheduled interruptions.
• May occasionally move (walk or drive) from one work location to another.

Physical Demands

• Use one or two hands to grasp, move, handle, control, feel, and assemble objects, tools, or controls.
• Use fingers to grasp, move, or assemble very small objects.
• Ability to walk, sit, stand, stoop, crouch, and climb stairs.
• Ability to move and lift up to 10 pounds.
• See the differences between colors, shades, and brightness.
• Visual acuity (Far/Near).
• Regular and consistent attendance.