Sleep Lab Scheduler

Description
A Brief Overview
The Scheduler works in a call center environment, where most of the work is done by phone and computer with Patient Access. The expectations of the is to assist Patient Access in an accurate and timely manner with all of their scheduling and call needs, as well as to identify additional services that the Patient Access may need above and beyond what they may have requested. The Scheduler typically receive (inbound) and/or make (outbound) 75 – 100 calls per day, and are expected to appropriately book 90% or more of the calls they handle for services. The Scheduler is responsible for scheduling for the multiple sleep lab locations which constitute their Pod, throughout their shift. They must remain current with knowledge and skill to support the health system, providers, and department protocols and have the ability to use a myriad of systems that are essential to accurate scheduling. The Scheduler must be intuitive to the callers needs regarding appointments requests as well as other needs such as directions, site navigation, preparatory instructions and other key information. The role of Scheduler is complex and requires critical thinking, problem solving, active listening, and heightened professionalism to appropriately resolve each call and while creating a relationship to support return calls for future services and needs.
What You Will Do
Integral member of the UH Sleep Center Patient Access Services Team serving as an ambassador (diplomat) for the UH enterprise, promoting services and expediting appointment, support and other needs on behalf of the patient /family and provider.
Acts in coordination with the patient care team, by providing real time service support and seamless delivery of the worlds best appointment booking experience as the main focus of each call handled!
Using required knowledge and leveraging exceptional listening, communication, anticipatory, process and solution skills the Schedulers are dedicated to providing an unsurpassed first impression for our patients, Patient Access and physicians.
Manage complex appointment scheduling events linking primary care, consults and ancillary services. The outcomes of their expertise and ability to deliver single call solution for each interaction will demonstrate seamless access and communication, resulting in satisfied Patient Access
Influence the patients impression and experience through every step of the patients encounter, beginning with the scheduling services, verifying patient, insurance, demographic and registration information.
The greatest value that the Scheduler brings to the patient is to provide efficient, effective service in warm and friendly manner.
Responsible for collecting timely, complete and accurate data to ensure patient safety, appropriateness of the service and provider as well as to ensure that expected reimbursement is collected for services rendered.
Ensure that every patient/family who calls for an appointment, obtains an appointment in a timely and accurate manner with the highest form of Patient Access and personalized service and support ethic by engaging with all callers in a professional and personable manner, as a representative of University Hospitals Health System
Leverages internal and external solutions to effectively manage patient requests including identification of the right provider, service and logistics
Demonstrates Knowledge about University Hospitals Health System services by region, in order to offer patients services in locations most convenient to them
Offers every caller the opportunity to schedule additional appointments, or to obtain additional service, every time
Schedules patients for services and obtains physician orders, pre-registration, secure benefits and authorization
Reviews electronic medical records and calls patients who needs sleep study appointments
Creates a sense of