[Hiring] SHARED SERVICES SCHEDULING SPECIALIST @C2Q Health Solutions

Role Description

Shared Services Scheduling Specialist – PR assists with scheduling in-house and external physician/specialist medical appointments for participants, coordinates necessary transportation, handles customer service issues, makes all arrangements for Aide Services/escorts and assists with other functions as needed.

• Schedule participants with their specialty appointments and medical appointments with their CBPCPs.
• Make visit verification calls to confirm appointments and reschedule any cancellations.
• Check the provider lookup, Liberty Dental website and the NVA list to schedule appointments with in-network providers, escalating any issues to management, and appropriate department.
• Schedule SDR, post-fall, and HR/HI cases within 7 days of triggering.
• Ensure that participants' charts reflect the most accurate information, such as cancelling appointments and updating service plans when necessary.
• Ensure all authorizations and referrals are accurately faxed to the appropriate providers and facilities.
• Communicate effectively with all participants to relay appointment information, and provide updates as needed.
• Responsible for documenting all interactions and updates in a participants chart accurately and in a timely manner.
• Processes requests for the release of health information.
• Schedules provider follow-up appointments.
• Documents all calls in internal systems.
• Report any participant grievances reported by other DHC staff directly to the Grievances and Appeals department, as well as other disciplines involved.
• Schedule CBPCP appointments.
• Schedules all specialty consultations, including but not limited to psychiatry, podiatry, lab/home draws, and acupuncture.
• Informs Participants via phone regarding all future appointments.
• Identifies and partners with other departments to resolve complex participant inquiries.
• Completes documentation regarding appointments in the organization's computer systems.
• Responsible for the participant’s profile updates in all systems.
• Performs consistently with the organization’s mission and philosophy.
• Performs job responsibilities according to the organization’s policies. Seeks clarification when needed.
• Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance. Meets productivity guidelines.
• Maintains proper documentation (updated, timely, legible) related to patient care.
• Maintains HIPAA standards and confidentiality of PHI.
• Serves as a role model for peers and colleagues.
• Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills.
• Treats other employees respectfully and facilitates an environment of teamwork.
• Communicate with participants in a caring, helpful, considerate, and culturally sensitive manner.
• Demonstrates a thorough understanding of participants’ needs and wants and attempts to anticipate and meet participants’ needs.
• Utilizes service recovery techniques to resolve issues quickly and to the customer’s satisfaction.
• Ability to manage multiple tasks and priorities in a fast-paced environment and adapt to changing priorities throughout the day.

Qualifications

• Associate degree preferred, or equivalent relevant call center years of experience preferred.
• One to two (1-2) years of experience in customer services, quality, and or auditing experience.
• Able to pass a typing test with at least 40 WPM.
• Bilingual Requirement: Spanish and English.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced environment and meet assigned deadlines.
• Excellent organizational skills, accuracy, and attention to detail.
• Ability to operate both independently and collaboratively as required.
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.

Requirements

• This is a fully remote position. Employees are required to provide and maintain their own home office equipment that meets the organization’s technical, security, and connectivity requirements.
• Employees must have access to a modern personal computer that meets the following minimum standards:
• PC or Mac desktop or laptop, manufactured within the last five (5) years.
• Supported operating system: Windows-based devices must run the latest version of Windows; Apple devices must run the latest version of macOS.
• Ability to install and run required secure remote-access applications.
• Minimum system capability: Processor: 3.0 GHz or faster; Memory: At least 8 GB RAM; Storage: Sufficient free disk space to support required applications; Display: Minimum screen resolution of 800 x 600.
• Reliable high-speed internet connection with minimum speeds of:
• 25 Mbps download.
• 10 Mbps upload.
• Stable connection suitable for voice and system-based work; Wired Ethernet connection preferred.
• Private, quiet workspace that supports confidential conversations and HIPAA compliance.
• Device must have up-to-date antivirus and security protections.
• Operating systems must be configured to receive automatic updates.
• Employees must comply with all company security, confidentiality, and access protocols, including multi-factor authentication.
• Employees are responsible for maintaining their personal equipment and resolving any device or connectivity issues that may impact job performance.

Benefits

• After completing six (6) months of continuous employment, employees in fully remote roles may be eligible for a one-time reimbursement of up to $600 for approved home office equipment expenses, including but not limited to:
• Monitors.
• Office chairs.
• Desktop or laptop computers.
• Webcams or cameras.
• Battery backup or surge protection equipment.
• This reimbursement is not provided upfront; eligibility is subject to company policy, documentation, and approval.
• The reimbursement is non-recurring and does not constitute wages, salary, or ongoing compensation.
• Reimbursement availability may change based on business or policy needs.

Physical Requirements

• Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to:
• Standing – Duration of up to 6 hours a day.
• Sitting/Stationary Positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods.
• Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc.
• Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job.
• Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas.
• Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.)
• Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy.
• Audio Hearing and Motor Skills (Language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy.
• Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

Salary Range

$35,000.00 - $40,000.00/year