• General Expectations:
  • Identifies opportunities for improvement and communicates appropriately before problems arise whenever possible.
  • Constantly and consistently evaluates processes, identifies opportunities for improvement and offers constructive ideas and solutions; actively participates in solutions and implementation.
  • Maintains privacy during all interactions including check-in.
  • Independently takes calls, schedules and registers patients.
  • Completes requests for service and associated tasks following established timelines.
  • Initiates contact with patient and family to ascertain scheduling preferences prior to finalizing appointment regardless of point of entry of the request.
  • Answers telephones, screens calls, confirms appointments, and maintains appointment schedule
  • Refers callers to appropriate individuals, and provides routine information following established procedures.
  • Ensure patient communications are customer oriented, appropriate and professional. Documents should be professional in appearance and current.
  • Requests and/or sends records to Health Information Management promptly. Ensure documents are appropriate and correctly labeled.
  • Working with management and care team to help resolve scheduling conflicts and issues.
  • Utilizes electronic medical record functionality (e.g., InBasket, telephone encounters, prescription requests, pools, letters, and documentation only) per department process guidelines.
  • Creates patient no show and cancellation letters according to office policy. Calls to reschedule as appropriate.
  • Achieves expected metric targets applicable to scheduling and registration
• Scheduling:
  • Obtains, load and verify required demographic and insurance information and loads or verifies for each appointment scheduled.
  • Performs verification functions. Obtains two patient identifiers consistently. Verifies patient legal name including spelling before creating a new MRN.
  • Maintain and demonstrate effective and accurate scheduling skills including following established processes.
  • Ensure referrals are attached to appointments, and the appropriate insurance information is documented. Research and update insurance carrier requirements as necessary. Correctly identify referring provider.
• Registration, Check-In and Check-out:
  • Completes all registration elements, including the Medicare Secondary Payor Questionnaire (MSPQ), scanning of long-term signatures (LTS) and insurance cards, Advanced Beneficiary Notices (ABNs), waivers, and financial screenings are completed when indicated and promptly
  • Prints medication lists and gives them to the patient/family for review during check-in
  • Promptly and accurately updates patient tracking system
  • Check out patients following their appointments , schedule follow-up and specialty appointments as appropriate,
  • Update, print, and provide an after-visit summary (AVS) to patients. Provides school/work excuses as appropriate.
• Customer Service & Patient Experience:
  • Serves as a role model for the ASPIRE values while maintaining and expanding patient relationships. Prioritizes tasks to meet customer needs.
  • Demonstrates exceptional customer service both for in-person and telephone activities.
  • Maintains a positive attitude when speaking with customers and internal and external service representatives.
  • Optimizes listening skills to address customer requests and needs.
  • Describes individual role and accepts personal responsibility for how it affects and enhances the work of the group and impact to Patient Experience.
  • In addition to the above job responsibilities, other duties may be assigned.

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