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Join a quality-focused, team-oriented, growing organization. Set in beautiful Anchorage, Alaska this is an in-office job working with a dynamic team in an environment that ensures the highest safety measures.
A robust benefits plan includes competitive pay, excellent benefits package including medical, dental, flexible spending accounts, life insurance, voluntary insurance, and vision coverage. PTO in addition to 8 paid holidays per year. And many other perks as part of an employee and patient satisfaction-centered environment.
JOB TITLE: Scheduling Coordinator
GENERAL SUMMARY OF DUTIES: A nonexempt position responsible for appropriate scheduling of appointments, answering queue calls, and reviewing patient orders in the EMR. This position will require proficiency in technical skills as well as interpersonal relationship skills needed to maintain lasting relationships with Alaska Heart Institute patients and families, referring physicians, AHI physicians, and co-workers. The ultimate goal of this position is to provide the highest level of quality patient care and customer service.
SUPERVISION RECEIVED: Scheduling Manager
SUPERVISION PROVIDED: None
TYPICAL PHYSICAL DEMANDS: Combination of sitting, standing, bending, stooping, and twisting. Requires sitting for long periods of time. Must be able to lift/carry up to 25 pounds. Working under stress and use of telephone required. Manual dexterity required for use of computer keyboard.
TYPICAL WORKING CONDITIONS: Work is performed in a busy office environment. Frequent telephone contact with patients and outside agencies. Occasional evening or weekend work.
EQUIPMENT OPERATED: Telephone system at medical practice or contractor office. Computer hardware/software for access to patient history and medical information databases.
MENTAL/PHYSICAL REQUIREMENTS: Mostly sedentary position. Hand/arm injury possible from repetitive movements. Stress generated if a high volume of calls and emergencies.
DESCRIPTION OF JOB RESPONSIBILITIES:
The following duties are listed as a guideline to the Scheduling Coordinator’s responsibilities that should be executed on a daily basis, or as specifically outlined:
- Opens/closes department following standard procedures.
- Answers all calls in a friendly professional manner.
- Retrieves and delivers messages received by a voicemail system.
- Determines the need of the caller and connects calls to the correct person, department, or documents call accordingly.
- Accurately schedules and coordinates patient appointments/diagnostic testing by communicating with the patient, a review of the last office notes and hospital records. Including determination of outside provider appointments or hospitalization since the last visit with AHI.
- Accurately reschedules and/or cancels patient appointments per request.
- Obtain/confirm demographic information with all patients and enter/update as necessary.
- Determines urgency of appointment need based on brief assessment and on familiarity with a patient’s condition and history. Schedules in an appropriate timeframe and if necessary redirects to the emergency room (ER), urgent care center, or primary care physician. Confers with the physician as needed.
- Request records to be sent from referring providers that pertain to the reason for referral.
- Maintains the schedules of assigned physicians by knowledge of provider rotation, preferences, and available slots. Ensures adequate use of physician’s time by using a waitlist to fill canceled appointment slots.
- Maintains the scheduling desktops to ensure patients are scheduled in a timely manner.
- Ensures proper follow-up is completed for incoming referrals.
- Covers and assists other scheduling coordinators as needed.
- Maintains patient confidentiality.
Performance Requirements:
- Knowledge of AHI policies and procedures including common safety hazards and precautions to establish a safe work environment.
- Knowledge of computer systems, AHI programs, and applications.
- Skill in establishing and maintaining effective working relationships.
- Skill in giving patient education regarding a variety of cardiology tests.
- Ability to react calmly and effectively in emergency situations.
- Ability to interpret, adapt, and apply guidelines and procedures.
- Ability to communicate clearly.
- Demonstrate the ability to multi-task, perform tasks within time frames assigned.
- Demonstrate schedule flexibility; adjust to shifting priorities; stay organized in a changing environment; stay focused during stressful or difficult situations.
Qualifications:
- Knowledge of AHI organizational structure, functions of the other departments, mission statements, and goals.
- Knowledge of organizational policies, procedures, and regulations.
- Knowledge of the EMR system.
- Knowledge of scheduling policies and procedures and AHI preferences with regard to scheduling.
- Skill in establishing and maintaining effective working relationships with patients, office associates, medical staff, and the public.
- Skill in greeting patients and answering calls in a pleasant, courteous and helpful manner.
- Excellent organizational skills.
- Ability to obtain and input accurate and complete information into the EMR.
- Ability to communicate clearly and simply.
- Ability to be flexible with regards to the patient, medical staff concerns, and departmental workflow issues.
- Ability to learn from prior experiences and apply that knowledge continuously.
- Ability to work effectively with co-workers as a team member.
EDUCATION: High School Diploma or equivalent. Knowledge of medical terminology.
EXPERIENCE: Minimum of one to two years of experience setting and coordinating schedules in a medical practice setting. Prior experience in medical call center operations. Excellent communications and customer services skills.
RISK OF OCCUPATIONAL EXPOSURE BLOODBORNE PATHOGENS: The employee performing the above-described duties is classified as “low risk”.
INTERPERSONAL COMMUNICATION REQUIREMENTS:
Commitment to the Alaska Heart Institute LLC standard for interaction with patients, visitors, physician offices, hospitals or agencies, and coworkers is required. Employees of Alaska Heart Institute LLC will maintain a consistent standard of interaction with others as follows:
- Demonstrates a professional, helpful and friendly attitude, which is directed toward and focused on providing quality patient care and satisfaction in a cooperative manner.
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Demonstrates the ability to be a team player.
- Demonstrates maturity, tact, and diplomacy.
- Demonstrates a commitment to stay on task, not allowing personal matters to interfere with job performance.
- Maintains a professional and pleasant demeanor and appearance, which is reflective of a positive representation of the Alaska Heart Institute, LLC
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