[Hiring] Lead Patient Access Scheduler @Fairview Health Services

Role Description

The Access Navigation Center (ANC) is an inbound, fast-paced, high-volume center with an average of 6,000 calls per day. The SAC supports multiple Adult and Pediatric Specialties, which include:

• Cardiology
• Dermatology
• ENT
• Med-Surg
• Neuroscience
• Oncology
• Ophthalmology
• Primary Care
• Pulmonology
• Solid Organ Transplant
• Urology
• Women’s Health

As the first point of contact, the SAC provides essential support in connecting patients with the care they need.

As a Lead you will:

• Use technology proficiently to identify and satisfy patient appointment scheduling needs
• Coordinate all aspects of patient scheduling needs according to protocols
• Notify caller of change in appointment scheduling
• Acquire patient demographic and insurance information for new patients and verify for returning patients
• Determine when a conversation needs to be escalated to triage or manager
• Provide pre-appointment instructions to patients at the time of the call
• Respond to, answer and/or advise questions or concerns
• Facilitate daily and weekly huddles & connect with team
• Complete call and registration audits
• Process and address scheduling errors
• Be the first point of contact for Scheduling Team regarding scheduling questions
• Build and facilitate training for new team members
• Make daily adjustments to ensure adequate phone coverage as it changes throughout the day

Qualifications

• 1+ Years Customer Service experience in healthcare or professional service industry
• Proven ability to listen effectively, maintain HIPAA-compliant confidentiality, and resolve patient complaints while demonstrating patience and professionalism
• Strong telephone management, organization, and prioritization skills
• Ability to multi-task
• Excellent computer skills

Requirements

• Post-Secondary Education
• 2 years of customer service in a healthcare setting
• This position requires a full month of uninterrupted training

Benefits

• Generous benefit package including medical, dental, vision plans
• Life insurance
• Short-term and long-term disability insurance
• PTO and Sick and Safe Time
• Tuition reimbursement
• Retirement
• Early access to earned wages
• More information available here