Patient Contact Center
Reports to: Patient Contact Center Manager
Hourly Range: $18.00-$23.10
Delivering the highest quality gastrointestinal healthcare in Northern Colorado. We respect our patients, our referring providers and business partners; we respect each other and our communities.
Position Purpose
The Surgery Center Procedure Scheduler is responsible for making appointments and coordinating procedure schedules for CFG physicians at various surgery centers. This position requires the successful candidate to be reliable, organized, efficient and able to work well under pressure. The ideal teammate should be adaptable and have an affinity for workflow change, process improvement, and role reorganization.
Essential Job Functions
- Schedules GI procedures performed by CFG physicians at surgical and endoscopy centers.
- Navigates the EMR to use appropriate tools for scheduling.
- Document pertinent information in patient’s chart while adhering to proper policy and procedures.
- Communicates directly with patients to update procedure status.
- Sends appropriate orders to surgical centers.
- Utilizes many platforms to send and obtain scheduling or patient information (i.e. ShareFile, Cisco secure messaging, Proofpoint, Adobe).
- Sends appropriate preparation packets to patients.
- Demonstrates understanding of scheduling requirements for each procedure scheduled at the surgery center and can answer general patient questions.
- Acts as communication liaison between surgical centers and the clinical staff, i.e. forwarding emails from surgical center in a triage note and sending to proper clinical staff employee so they can follow up with patient.
- Keeps up to date on all COVID-19 protocols and testing.
- Remains knowledgeable of the procedures done by CFG physicians.
- Understand and adhere to all HIPAA regulations to maintain our patients’ privacy.
- Requires regular, predictable attendance.
- Flexibility is essential for success with CFG and on occasion, our employees may be asked to complete projects and tasks that could be outside of their normal scope of duties.
Required Competencies
- Effective Communication –ability to communicate clearly over the phone, through email, and in person
- Documentation and Information Recording – Possess excellent attention to detail as well as data entry skills.
- Customer Service – Ability to respond to questions appropriately and listen attentively.
- Professionalism – Build solid working relationships and support co-workers to foster a friendly work environment.
- Time Management – Must be able to work under pressure and complete projects according to established timeframes.
- Demonstrated comfort with Windows-based computer systems.
Preferred Competencies and Experience
- Medical Office or Call Center Experience: 2-5 years
- High School diploma or equivalent training or knowledge acquired.
- Experience scheduling in Epic EMR System
Performance Measures
- Data entry accuracy rate of 98%.
- Knowledge of and compliance with general and department specific policies and procedures.
- Active participation in answering inbound calls, checking voicemail, and outbound calls.
Working Conditions and Physical Requirements
- Ability to walk, stand, stoop, bend, or sit for extended periods of time.
- Physical demands: percentage of time spent in each activity (estimate)
- Walking 25% – assisting patients, delivering information personally to other departments, collaborating with other department employees.
- Sitting 75% – answering the telephone, scheduling procedures and appointments in the call center, working on the computer.
- Number of pounds that must be lifted, carried, pushed, or pulled: up to 30lbs.
- Climbing on step ladders to reach top shelves, stooping, kneeling, crouching, reaching, fingering (like keyboarding, controls on a scanner, fax, etc.).
- Acuity near and far. Able to read computer screens and printers clearly and legibly. Ability to see within normal parameters.
- Ability to speak clearly to be understood by our patients and employees.
- Ability to hear within normal range. Able to hear patients on the phone in a noisy call center environment.
- Ability to work for extensive periods at computer keyboarding.
- Works in a well-lit heated/air-conditioned environment. Temperatures between 68 and 74 degrees.
- Work may involve exposure to communicable diseases, medicinal preparations, and other conditions common to a clinic environment.
- Must be able/willing to drive between facilities.
Equipment Used
Computer, printer, multi-line telephone, headset, fax machine, scanner, postage machine
Benefits
The Centers for Gastroenterology is proud to offer medical, dental, vision, life insurance, identity theft protection, a monthly HSA contribution, a 401(k) option with employer matching, 7 paid holidays, a personal holiday, a generous PTO package, a quarterly bonus program, an Employee Assistance program, voluntary accident and critical illness benefits, professional development opportunities, and of course, an awesome work environment!
Equal Employment Opportunity
Centers for Gastroenterology is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, military, or veteran status
