What are the responsibilities and job description for the Appointment Representative - Pediatric Specialty Clinic position at billingsclinic?
Incumbents in this position are responsible for answering all incoming phone calls to the Central Appointment Desk (CAD) for scheduling appointments and diagnostic procedures, as well as pre- registration of new patients and patients seen in outreach clinics.
Essential Job Functions
•Supports and models behaviors consistent with Billings
Clinic’s mission, vision, values, code of business conduct and service
expectations. Meets all mandatory organizational and departmental requirements.
Maintains competency in all organizational, departmental and outside agency
standards as it relates to the environment, employee, patient safety or job
performance.
•Promptly and courteously answers CAD telephone calls,
coordinating the scheduling of patient appointments in a manner that meets the
patients needs. Offers alternatives when appropriate to accommodate the
patient.
•Accesses on-line physician/provider scheduling protocols
for each appointment scheduled to ensure scheduling accuracy.
•Schedules and enters orders for ancillary services via
the order communication system. Instructs patients on specific preparations
and/or restrictions necessary to prepare for ancillary procedures.
•Accesses any resources necessary to assist in meeting
the needs of the caller (e.g. Level II scheduling staff, nursing staff,
HealthLine, leadership, Red Flag Chief Complaint List, etc.).
•Verifies basic demographic information when scheduling;
pre-registers all new patients and fully registers all outreach clinic
patients.
•Informs patients of any financial/insurance obligations
they may expect at the time of their appointment.
•Performs clerical duties to include filing, mailing
patient appointment reminders, faxing outreach schedules, and completing
ancillary service orders.
•Creates edits and maintains master templates for
physician, hospital and clinic ancillary appointment types and scheduling
protocols as requested by physicians and in accordance with access initiatives.
Communicates changes in protocols to appropriate personnel.
•Reschedules patients whose appointments are affected by
a change in physician schedule. Communicates BILLINGS CLINIC apologies for any
inconvenience to the patient and strives to reschedule in such a way that meets
the patients need.
•Provides educational opportunities to physicians,
nursing and administration allowing for the creation of a schedule template
which will positively affect the physician in achieving productivity needs,
patient satisfaction and reduce the need to revise schedules.
•Utilizes performance improvement principles to assess
and improve quality.
•Identifies needs and sets goals for own growth and
development; meets all mandatory organizational and departmental requirements.
•Maintains competency in all organizational, departmental
and outside agency safety standards relevant to job performance.
•Performs other duties as assigned or needed to meet the
needs of the department/organization.
