Scheduler

PRIMARY FUNCTION:

To perform scheduling functions for multiple sites and multiple modalities.

Interact with patient and/or physician office to facilitate scheduling.

Obtains accurate patient demographic, financial, and insurance information in preparation for all third party payers.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Manages the daily influx of phone calls from patients, physician's offices, and other providers and insures the proper and timely routing and resolution of each matter.

Controls work flow related to demand and handle urgent/emergent requests.

Completes needed tasks in the online and fax-to-fax order worklists to insure timely scheduling of the patients requesting an appointment via alternative methods (Online request or fax from the Physician's office).

Schedule's routine and complex imaging procedures.

Educates the patient with all pre-procedure preparation instructions for each imaging modality.

Provides accurate directions to any of the nine (9) satellite imaging services offices and both hospitals.

Maintains a working knowledge of capabilities of each Imaging Services modality and facility in order to properly schedule patient with respect to their physical condition and medical needs.

Coordinates multiple resources and procedures.

Responds to requests for urgent (STAT) cases, working with technologists to prioritize and schedule.

Obtains pertinent clinical data, such as reason for exam, previous related imaging studies, patient preps, and safety questions.

Corresponds with provider's offices to obtain up-to-date order instructions and other related post-call follow-up as requested by the patient and/or ordering professional.

Interacts with physicians, physician's offices, various Christiana Care departments, patients and patient's family in a courteous and professional manner.

Superior performance in customer service and phone skills with ability to handle difficult patient satisfaction issues and provide service recovery.

Demonstrates Christiana Care values and behaviors.

Provides adequate care of equipment and inventory of necessary supplies on a daily basis.

Participates in record keeping and counting of supplies, and notifies supervisor/manager when supplies are running low.

Demonstrates compliance with Christiana Care and departmental policies and procedures and mandatory education requirements including but not limited to safety, infection control, attendance and dress code.

Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.

Performs other related clerical duties as required.

EDUCATION AND EXPERIENCE REQUIREMENTS:

High School graduate.

Minimum of 1-2 years related medical office experience with knowledge of computer scheduling for multiple providers preferred.

An equivalent combination of education and experience may be substituted.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

Knowledge of radiology information systems (RIS), Powerchart, RadNet, Isite as applicable

Knowledge of Imaging Services facility and operational services

Knowledge of requirements for Radiological procedures.

Knowledge of office equipment and machines.

Knowledge of criteria for safe scheduling parameters (MRI Hazards, medication interactions, special patients care needs).

Knowledge of medical terminology.

Knowledge of imaging prescription needs

Ability to problem solve and connect with the proper individuals who will provide ultimate resolution on technical matters.

Ability to learn department policies, procedures, and guidelines.

Ability to enter, store, and retrieve patient data in computer.

Ability to interview patients and obtain appropriate information.

Ability to act and function independently and make accurate decisions.

Ability to organize and handle various tasks simultaneously.

Ability to maintain confidential information and materials.

Ability to work professionally while under pressure in a call center environment

Ability to establish and maintain superior quality customer relations with patients, patient families, Christiana Care staff, visitors, insurance companies, physicians, and the general public.

Ability to coordinate work schedule to achieve maximum productivity and efficiency.

Ability to exercise judgment and tact.

Ability to be detailed orientated.

Willingness to expand knowledge in the operation of the department.

SPECIAL REQUIREMENTS:

None

EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

UPDATE: ChristianaCare is committed to prioritizing the health and safety of our patients and caregivers. As we continue to meet the needs of our caregivers and our community through the COVID-19 pandemic, our commitment to health and safety requires that we take new steps to ensure a safe environment for medical care for our patients and a workplace that avoids preventable harm for our caregivers. For this reason, vaccination for COVID-19 is required for all caregivers at ChristianaCare and is considered a safety standard that is job-related and consistent with business necessity for all caregivers.