The scheduler will act as Clinical Services Associate for members, providers and health plans affiliated with Desert Oasis Healthcare. Provides assistance with referrals, resolution to a customer concern, PCP or health plan designation or responding to general questions. Can provide basic education or coaching in relation to services DOHC provides and mailing literature. Panel assignment assigned by PCP. Professional Duties Contacts on an annual basis all members of DOHC provided members list for SOEC. Handles all incoming calls in a positive and helpful manner using appropriate telephone etiquette and customer service. Refers members as needed to other DOHC departments or programs. Assists in facilitating members needs by working directly with PCPs offices, SOEC and other providers as necessary or required. Assists with scheduling members for SOEC and pre-lab visits and specialty appointments. Assists members in completing all 5 Star Measures via PCP, SOEC or other providers. Will work with the

DOHC ORS

team to identify opportunities and determine priorities for specific efforts and initiatives. Will work interdepartmentally to ensure patient completion of scheduling or ORS Department this will include Labcorp and DAI scheduling of appointments. Accurately maintains and updates members information in EZCap and other programs as needed. Educates members on DOHC processes and programs. Makes up to 60 calls per day, with 40% success rate for scheduled appointments Mail appointment reminder letters within twenty-four hours of confirming member's appointment. Return messages within twenty-four hours of receipt. Perform other duties as assigned. Serve as an ambassador for Desert Oasis Healthcare and Family Hospice Care at all times and positively shape the customer experience Let your patients, customers and co-workers know what they can expect from you and follow through Be an active listener (make eye contact, validate) Be accountable for your work Avoid gossip and negativity Offer to answer any additional questions that the person, patient or customer may have Qualifications High School diploma or equivalent required. One year experience in a medical group or medical office setting, preferred. Experience with data entry. Must be neat, accurate and detail oriented. Good interpersonal communication skills. Must possess excellent writing and grammar skills. At the discretion of

DOHC/FHC

management, this position has the potential to be a full or hybrid telecommuting position.

Physical Demands Sitting:

Approximately 90% of day.

Standing:

Approximately 5% of day.

Walking:

Approximately 5% of day.

Lifting:

0 - 10 lbs. (supplies) approximately 10% of day.

Bending:

Approximately 10% of day. Kneeling < 20%.

Hearing/Visual Acuity:

Adequate for use with computers, telephone and/or Blackberry. Approximately 100% of day.

Computer:

Highly technical work environment. Must be able to work >7 hours / day using keyboard, mouse and monitor.

Reaching:

Above head 75 degrees approximately 5% of day.

Hand grip dexterity:

Approximately 70% of day.