CTU Scheduler, Deerfield, Full-time

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CORE JOB SUMMARY                                                                                                                                    

The Patient Scheduler  delivers exceptional customer service by communicating with patients over the phone to provide necessary information and is responsible for requesting information related to coordination and scheduling of diagnostic therapy and other procedures/treatments for UHealth. The incumbent interacts directly with referring physicians, radiologists, technologists, as well as patients to guarantee smooth coordination of procedures and exams.

CORE JOB FUNCTIONS                                                                                                           

Schedules all types of complex exams with attention to detail. Delivers exceptional customer service by answering incoming phone calls or contacting patients by phone to determine exam time. Obtains and verifies necessary demographic and insurance information. Screens and verifies information for ensure accuracy when scheduling exams. Ability to manage high call volumes to ensure best possible customer service by properly education the patient on exam preparation and answering questions. Utilizes multiple computer applications, scheduling software, network drives to schedule multiple exams within multiple modalities and entities across the UHealth system. Uses complex medical terminology and precise scheduling protocols to ensure compliance such as reviewing and comparing patient’s previous imaging report to current order. Coordinates processes and timing as required by the physician and facility for special procedures. Notifies appropriate parties if patient requires labs or premedication for allergies, oral sedation medication, obtain necessary implant information. Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS                                                                                                         

Education:

High School diploma or equivalent

Certification and Licensing:

N/A

Experience:

Minimum 2 years of relevant experience including patient telephone and/or face to face contact (or customer service) in a high-volume outpatient care setting. Excellent customer service skills are required. Strong written and oral communication skills. Able to handle multiple task simultaneously.

Knowledge, Skills and Attitudes:

General knowledge of office procedures and operations.

Skill in data entry with minimal errors.

Ability to accurately prepare and maintain records, files, reports and correspondence.

Ability to communicate effectively in both oral and written form.

Ability to understand and follow instructions.

Ability to process and handle confidential information with discretion.

Department Specific Functions

Schedule CTU appointments from UChart’s in basket, email requests, telephone calls, and nurses that walk in requesting appointments Answer clinic and physician office emails with appointments request in a professional manner.  Facilitate coordination of linked appointments (for example, lab, clinic and infusion) as appropriate. Follow escalation procedures for any requests that are unable to be accommodated in requested time frame.  Use excellent customer service skills to re-direct patients that call CTU for treatment to MD office. Use scheduling guidelines and standards of practice when making appointments.  Ensure appointment notes are entered correctly. Do telephone encounter after no show, or cancelled appointments. Send no show report to designated individuals. Review patient orders to ensure orders are placed and signed prior to scheduling as indicated in the scheduling guidelines. Collaborate with Utilization Review to make sure appointments are financially cleared for same day add requests. Review financial clearance prior to updating appointment notes ensuring no changes to any financially cleared appointments. Provide cross coverage to any infusion site, as assigned. Participate in infusion scheduling meetings and training, as assigned. Serve as subject matter expert in infusion scheduling, support questions on infusion scheduling from clinic, providers, patients and staff.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground-breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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