Appointment Representative - Scheduling

Billings Clinic; Billings (MT); Hybrid; USD 23,000 - 29,000; Full time

Job summary

Billings Clinic is seeking an Appointment Representative - Scheduling to manage incoming calls, schedule appointments and pre-register new patients. This role supports CAD, coordinates diagnostic procedures and assists outreach clinics.

You will verify demographics, inform patients about financial obligations, maintain scheduling templates, and help ensure timely appointments. Prior customer service experience in healthcare preferred; full-time position with competitive benefits in Billings,

Qualifications

• High school graduate or equivalent.
• Prior experience in a customer service-related field preferred; health care experience is desirable.

Responsibilities

• Answers CAD telephone calls and schedules patient appointments; pre-registers new patients and outreach clinic patients.
• Schedules and enters orders for ancillary services; instructs patients on preparation for procedures.
• Verifies basic demographic information; pre-registers/new patients and outreach clinic patients.
• Informs patients of potential financial/insurance obligations at the time of appointment.
• Performs clerical duties: reminders, faxes, and scheduling communications.
• Creates and maintains scheduling templates; communicates protocol changes to staff.
• Reschedules patients when physician schedules change; apologizes for inconvenience and rebooks.
• Provides educational opportunities to clinicians and staff to improve productivity and patient satisfaction.
• Follows safety standards and participates in ongoing personal development.

Skills

Customer service

Scheduling

Education

High school diploma or equivalent

Job description

You’ll want to join Billings Clinic for our outstanding quality of care, exciting environment, interesting cases from a vast geography, advanced technology and educational opportunities. We are in the top 1% of hospitals internationally for receiving Magnet® Recognition consecutively since 2006.

And you’ll want to stay at Billings Clinic for the amazing teamwork, caring atmosphere, and a culture that values kindness, safety and courage. This is an incredible place to learn and grow. Billings, Montana, is a friendly, college community in the Rocky Mountains with great schools and abundant family activities. Amazing outdoor recreation is just minutes from home. Four seasons of sunshine!
You can make a difference here.

About Us

Billings Clinic is a community-owned, not-for-profit, Physician-led health system based in Billings with more than 4,700 employees, including over 550 physicians and non-physician providers. Our integrated organization consists of a multi-specialty group practice and a 304-bed hospital. Learn more about Billings Clinic (our organization, history, mission, leadership and regional locations) and how we are recognized nationally for our exceptional quality.

Your Benefits

We provide a comprehensive and competitive benefits package to all full-time employees (minimum of 24 hours/week), including Medical, Dental, Vision, 403(b) Retirement Plan with employer matching, Defined Contribution Pension Plan, Paid Time Off, employee wellness program, and much more. Click here for more information or download the 2022 Employee Benefits Guide .

Magnet: Commitment to Nursing Excellence

Billings Clinic is proud to be recognized for nursing excellence as aMagnet®-designated organization, joining only 97 other organizations worldwide that have achieved this honor four times. The re-designation process happens every four years. Click here to learn more!

Appointment Representative - Scheduling

SCHEDULING - CLINIC (BILLINGS CLINIC CLINIC)

req12693

Shift: Day
Employment Status: Full-Time (.75 or greater)
Hours per Pay Period: 1.00 = 80 hours every two weeks (Non-Exempt)
Starting Wage DOE: 17.00 - 21.25

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 BillingsClinic’s mission, vision, values, code of business conduct and serviceexpectations. Meets all mandatory organizational and departmental requirements.Maintains competency in all organizational, departmental and outside agencystandards as it relates to the environment, employee, patient safety or jobperformance.
• Promptly and courteously answers CAD telephone calls,coordinating the scheduling of patient appointments in a manner that meets thepatients needs. Offers alternatives when appropriate to accommodate thepatient.
• Accesses on-line physician/provider scheduling protocolsfor each appointment scheduled to ensure scheduling accuracy.
• Schedules and enters orders for ancillary services viathe order communication system. Instructs patients on specific preparationsand/or restrictions necessary to prepare for ancillary procedures.
• Accesses any resources necessary to assist in meetingthe 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 clinicpatients.
• Informs patients of any financial/insurance obligationsthey may expect at the time of their appointment.
• Performs clerical duties to include filing, mailingpatient appointment reminders, faxing outreach schedules, and completingancillary service orders.
• Creates edits and maintains master templates forphysician, hospital and clinic ancillary appointment types and schedulingprotocols as requested by physicians and in accordance with access initiatives.Communicates changes in protocols to appropriate personnel.
• Reschedules patients whose appointments are affected bya change in physician schedule. Communicates BILLINGS CLINIC apologies for anyinconvenience to the patient and strives to reschedule in such a way that meetsthe patients need.
• Provides educational opportunities to physicians,nursing and administration allowing for the creation of a schedule templatewhich will positively affect the physician in achieving productivity needs,patient satisfaction and reduce the need to revise schedules.
• Utilizes performance improvement principles to assessand improve quality.
• Identifies needs and sets goals for own growth anddevelopment; meets all mandatory organizational and departmental requirements.
• Maintains competency in all organizational, departmentaland outside agency safety standards relevant to job performance.
• Performs other duties as assigned or needed to meet theneeds of the department/organization.

Minimum Qualifications

Education

• High school graduate or equivalent

Experience

• Prior experience in a customer service-related field preferred; health care experience is desirable

Billings Clinic is Montana’s largest health system serving Montana, Wyoming and the western Dakotas. A not-for-profit organization led by a physician CEO, the health system is governed by a board of community members, nurses and physicians. Billings Clinic includes an integrated multi-specialty group practice, tertiary care hospital and trauma center, based in Billings, Montana. Learn more at www.billingsclinic.com/aboutus

Billings Clinic is committed to the principles of Equal Employment Opportunity. All policies and processes are designed toward achieving fair and equitable treatment of all employees and job applicants. Employees are encouraged to discuss any concerns they have in this regard with their immediate supervisor and/or the Vice President People Resources. All employees and job applicants will be provided the same treatment in all aspects of the employment relationship, regardless of race, color, creed, religion, national origin, gender, gender identity, sexual orientation, age, marital status, genetic information or disability.

Human Resources is located on the corner of North 29th and8th Avenue North. Enter through the main entrance to the building and go to the lower level. Human Resources is located at the bottom of the main entrance staircase to the right.