Central Scheduling Representative I

Choose901

Germantown (TN)

On-site

USD 38,000 - 52,000

Full time

8 days ago

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Benefits offered by this job

Medical Insurance

HRA Option

Flexible Spending Account

Paid Time Off

Paid Holidays

401(k) Plan Matching + Profit Sharing

Employee Assistance Program

Job summary

Campbell Clinic Orthopaedics in Germantown, TN is seeking a Central Scheduling Representative I to manage patient appointments, verify insurance, and coordinate prior authorizations.

This full-time role requires a high school diploma, 3 years in a health office, EMR/EHR experience, and strong communication skills. Training and onboarding of new staff are core responsibilities.

Qualifications

High School Diploma or GED required.
3 years of experience in a health business office setting with EMR/EHR systems and multi-line phones.
Experience with insurance verification and prior authorization processes; training/onboarding staff preferred.

Responsibilities

Make, reschedule, and cancel patient appointments across locations.
Verify insurance eligibility and determine need for prior authorization.
Initiate and track prior authorizations; coordinate with payers and staff.
Answer calls and schedule patients using computer systems; manage portal messages.
Train and onboard new hires on scheduling protocols and system use.

Skills

Active Listening

Customer Service

Oral Communication

Written Communication

Teamwork

Quality

Dependability

Typing

EMR/EHR Systems

Education

High School Diploma or GED

Tools

Word

Excel

Teams

Outlook

Job description

Central Scheduling Representative I
Regular Full-Time
Germantown, Germantown, TN, US

DIMENSIONS/SCOPE OF POSITION

Makes and coordinates patient appointments across all Campbell Clinic Orthopaedics locations and providers to ensure full provider utilization and timely patient access. This role applies clinical triage judgment to place patients with the correct provider, owns insurance verification and prior authorization work to prevent scheduling and billing delays, and serves as a training resource for new hires.

ESSENTIAL DUTIES/RESPONSIBILITIES

Makes appointments for patients, reschedules and cancels through the patient portal, patient call, and outside referral software program
Follows appointment guidelines to ensure proper scheduling
Determines patient’s clinical need to ensure proper scheduling
Verifies patient insurance eligibility and benefits prior to scheduling; identifies visit types or plans requiring prior authorization or referral
Initiates and tracks prior authorization requests, coordinating with insurance payers and clinical staff to resolve delays before the appointment date
Accepts incoming patient phone calls and uses computer systems to schedule patients
Triages patient needs for timeliness of appointments based upon pre-determined criteria
Determines which physician to place patient with based upon pre-determined criteria
Retrieves appointment requests from the patient portal and places outbound calls to patients to schedule appointments
Monitors and replies promptly to patients’ online portal messages
Communicates and collaborates with physicians and medical staff to meet patient scheduling needs
Trains and onboards new hires on scheduling protocols, triage criteria, insurance verification steps, and system use
Meets daily and monthly call quota expectations as assigned by supervisor/manager
Monitors and schedules patient referrals from hospitals and community medical partners
Performs other related duties as assigned

SUPERVISORY RESPONSIBILITIES

Not Applicable

QUALIFICATIONS

Education and/or Experience: High School Graduate or GED Required; 3 years of experience in a health business office setting required, including direct use of EMR/EHR systems and multi-line phone services, demonstrated experience with insurance verification and/or prior authorization processes, and experience training or onboarding new staff. Experience in a healthcare setting (physician’s office, clinic or hospital) with knowledge of insurance, referral procedures, and healthcare terminology preferred.

Language Skills

Able to communicate effectively in the English language.

Mathematical Skills

Basic arithmetic skills are required.

Reasoning Ability

Identifies and resolves problems promptly.

Computer Skills

Must be computer literate. Basic computer skills required such as Word, Excel, Teams and Outlook. Must be able to type.

Other Skills and Abilities

Able to listen and respond well to questions and feedback.

POSITION QUALIFICATIONS

Active Listening – Ability to actively attend to, convey, and understand the comments and questions of others.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed
Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Campbell Clinic offers a lucrative benefit package to support employees and their families.