DIMENSIONS/SCOPE OF POSITION

Makes and coordinates patient appointments across all Campbell Clinic Orthopaedics locations and providers to ensure full provider utilization and timely patient access. This role applies clinical triage judgment to place patients with the correct provider, owns insurance verification and prior authorization work to prevent scheduling and billing delays, and serves as a training resource for new hires.

ESSENTIAL DUTIES/RESPONSIBILITIES

Makes appointments for patients, reschedules and cancels through the patient portal, patient call, and outside referral software programFollows appointment guidelines to ensure proper schedulingDetermines patient's clinical need to ensure proper schedulingVerifies patient insurance eligibility and benefits prior to scheduling; identifies visit types or plans requiring prior authorization or referralInitiates and tracks prior authorization requests, coordinating with insurance payers and clinical staff to resolve delays before the appointment dateAccepts incoming patient phone calls and uses computer systems to schedule patientsTriages patient needs for timeliness of appointments based upon pre-determined criteriaDetermines which physician to place patient with based upon pre-determined criteriaRetrieves appointment requests from the patient portal and places outbound calls to patients to schedule appointmentsMonitors and replies promptly to patients' online portal messagesCommunicates and collaborates with physicians and medical staff to meet patient scheduling needsTrains and onboards new hires on scheduling protocols, triage criteria, insurance verification steps, and system useMeets daily and monthly call quota expectations as assigned by supervisor/managerMonitors and schedules patient referrals from hospitals and community medical partnersPerforms other related duties as assigned

SUPERVISORY RESPONSIBILITIES

Not Applicable

QUALIFICATIONS

Education and/or

Experience:

High School Graduate or GED Required; 3 years of experience in a health business office setting required, including direct use of EMR/EHR systems and multi-line phone services, demonstrated experience with insurance verification and/or prior authorization processes, and experience training or onboarding new staff. Experience in a healthcare setting (physician's office, clinic or hospital) with knowledge of insurance, referral procedures, and healthcare terminology preferred.

Language Skills:

Able to communicate effectively in the English language.

Mathematical Skills:

Basic arithmetic skills are required.

Reasoning Ability:

Identifies and resolves problems promptly.

Computer Skills:

Must be computer literate. Basic computer skills required such as Word, Excel, Teams and Outlook. Must be able to type.

Other Skills and Abilities:

Able to listen and respond well to questions and feedback.

POSITION QUALIFICATIONS

Competency Statement(s)/Mental DemandsActive Listening

•Ability to actively attend to, convey, and understand the comments and questions of others.

Customer Service

•Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Oral Communication

•Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication

•Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork

•Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeedQuality

•Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Dependability

•Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Campbell Clinic Benefit Summary:

Campbell Clinic offers a lucrative benefit package to support employees and their families.

Medical / Dental / Vision InsuranceHRA OptionFlexible Spending Account Basic Life Insurance Voluntary Life Insurance OptionLong-Term DisabilityVoluntary Short-Term Disability Accident Insurance Critical Illness Insurance401(k) Plan Matching + Profit Sharing Employee Assistance Program Paid Time Off Paid Holidays Equal Opportunity Employer/Veterans/Disabled