STATEMENT OF PURPOSE: The Medical Scheduler will be responsible for providing a world class patient and family centered experience across the continuum that contributes to the customer satisfaction /retention, exceptional quality /value, and financial health in a high-performance contact center environment. This position is responsible for answering incoming telephones for all of the Howard Brown offices, scheduling and confirming appointments, rescheduling appointments when needed, as well as understanding insurance plans and taking very detailed messages for staff members when required. Maintains and retains a customer service attitude at all times to ensure patient satisfaction.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
Answers all incoming calls from clients; provides information and assistance; properly and politely navigates clients through the organization.
Uses de-escalation techniques to address the needs of callers
Provide knowledgeable responses to telephone inquiries in a courteous and professional manner;
Maintain a current understanding of the processing procedures to respond to numerous patient inquiries;
Respond to telephone inquiries within the set departmental staffing and time parameters;
Make outbound calls where applicable;
Report problems that occur and assist with the resolution, continually looking for and suggesting process improvements
Adhere to the HIPAA (Privacy Act) as it relates to the confidentiality of information released with policies and procedures;
Schedules appointments for medical; behavioral health and dental providers, which include scheduling nurse or phlebotomy appointments as appropriate as well as all other services that require scheduling
Update patient demographic and insurance information as required;
Verification of insurance as part of the scheduling processes;
Ensure accuracy in data entry through a multitude of systems;
Follows protocols to properly triage calls to appropriate staff.
Performs other duties as assigned by Supervisor.
High School diploma or equivalent required; 1+ years of Health Care and/or contact center experience preferred;
Must be able to speak English clearly and professionally;
Bilingual English/Spanish and/or English-speaking Medical Schedulers required;
Able to work with a database and navigate through a Windows environment required, e.g., logon/logoff, cut/copy/paste, minimize/maximize;
knowledgeable of Microsoft outlook and Instant messaging applications
Must be able to type a minimum of 30 words per minute with 90% or greater accuracy;
Ability to effectively work within established contractual turnaround times;
Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks.
Proven ability to work as a member of a team is required;
Will be required to complete program update training, as warranted, and successfully implement that knowledge in day to day operations;
Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.
BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:
10 days paid vacation
12 paid holidays
6 sick days accrued over the year, up to 16 days available to be accumulated
Insurance Eligibility the 1st of the month after 30 days of employment
Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered
Short/long term disability
Life insurance 2x salary
Employee recognition events
Company paid pension plan after one year of employment
Reasonably priced delicious food options on site (except at Glenview location)
Access to micro-kitchen
The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.