Patient Care Scheduler

WELLBE INTRODUCTION

The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients.  This population is typically underserved and very challenged with access to care.   To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care.  WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY

As the Patient Care  Scheduler you are responsible for answering calls from WellBe patients relating to scheduling, changing, or canceling appointments as necessary. Accurately noting all patient information according to confidentiality standards and HIPPA requirements.  Routes calls to the appropriate departments as needed.

SKILLS & COMPETENCIES

• Scheduling of member visits based on scheduling guidelines with the goal meeting patient needs while optimizing provider drive time.
• Plans and implements appropriate scheduling time and clinical provider for member visit.
• Utilizes computer EHR (electronic medical record) and other applications to schedule visit type depending on visit length with high degree of accuracy.
• Adjusts scheduled visit times by moving schedule up and tightening availability of clinical provider.
• Determines clinical provider availability modifying provider schedule for optimal patient care.
• Informs operations manager of any scheduling conflicts from clinical provider requesting changes, alternate request, or non-standard scheduling protocols.
• Obtains pertinent information, through appropriate channels necessary for appropriate scheduling.
• Confirms schedule information as needed to market staff completely, timely and with accuracy.
• Changes/Modifications to schedules completed with accurately, and timely communication to applicable clinical providers, departments and others includes cancellations.
• Other tasks needed to accomplish team’s objectives/goals.

QUALIFICATIONS

Educational/Experience Requirements:

• High school diploma or GED certificate required.
• 2+ years of previous patient or customer scheduling experience required
  

Required Skills and Abilities:

• Knowledge of common medical terminology
• Excellent communication skills and phone etiquette a must.
• Bilingualism (English/Spanish) a strong plus
• Previous EMR use, particularly Greenway, is highly sought.
• Excellent communication skills including both written and verbal are required.
• Strong work ethic including demonstration of the ability to self-manage workload, take direction, and participate with multiple team members required.
• Appreciation of the patient relationship and focus on customer service and the patient experience required.

Supervisory Responsibility: No supervisory responsibilities.

Travel requirements: Travel may be required up to 0% locally or nationally.

Work Conditions: This position will work in a variety of settings, e.g., office. The noise level in the work environment is usually moderate. Requires prolonged sitting. Requires bending, stooping, twisting, kneeling, crouching, crawling and/or stretching from seated or standing positions. Requires eye-hand coordination and manual dexterity sufficient to operate medical equipment, frequently operates a keyboard, telephone, copier, calculator, and other office equipment.  Manual dexterity and coordination necessary to operate office equipment, telephone, keyboard, copier, and calculator.  Requires close vision, peripheral vision, and ability to adjust visual focus, hearing and smelling. Must be able to communicate information via telephone or computer. Requires moderate to intense concentration due to complexity.  Must be able to lift and/or move up to 25 lbs.

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change, or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.