Medical Office Scheduler, Lead

Healthcare Outcomes Performance Co. (HOPCo); Jacksonville (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive health benefits

Monthly $43 stipend for ancillary ben.

HSA with HDHP plans with company match

401k with company match

Employee Assistance Program 24/7

Employee appreciation days/events

Paid holidays & PTO

Job summary

Southeast Orthopedic Specialists in Jacksonville, FL is seeking a Lead Medical Office Scheduler to support the call center and scheduling team. This non-clinical role focuses on coordinating patient appointments, processing referrals, and maintaining accurate demographics to ensure clean claims and smooth patient flow.

The ideal candidate has at least two years in healthcare, strong organizational and communication skills, knowledge of medical terminology, ICD/CPT, and HIPAA.

Qualifications

• Minimum two years in the healthcare field.
• Previous call center experience preferred.
• Excellent organizational skills and data entry ability.
• Knowledge of medical terminology, ICD, CPT, and HIPAA.

Responsibilities

• Schedule patient appointments using the clinic systems.
• Obtain and verify patient demographics for claims and insurance.
• Page providers on call and manage referrals in the system.
• Resolve scheduling discrepancies with timely follow-up.
• Maintain patient confidentiality and HIPAA compliance.

Skills

Interpersonal skills

Customer service

Communication

Multitasking

Attention to detail

Education

High school diploma/GED

Tools

Outlook

Microsoft Office

CPS/GE

Job description

CONTACT CENTER | FULL-TIME | MONDAY-FRIDAY | NON-CLINICAL

Lead Medical Office Scheduler

Established in 2001, Southeast Orthopedic Specialists is a regional leader in orthopedic medicine. We are dedicated to growing with our patients. Our reach will continue to expand to meet the needs of all patients, present and future. It is our wish to make industry-leading five-star orthopedic care accessible to as many people as possible.

BENEFITS PACKAGE

• Competitive Health & Welfare Benefits
• Monthly $43 stipend to use toward ancillary benefits
• HSA with qualifying HDHP plans with company match
• 401k plan after 6 months of service with company match
• Employee Assistance Program available 24/7
• Employee Appreciation Days/Events
• Paid Holidays & Paid Time Off

As Southeast Orthopedic Specialists continues to grow, we are looking to hire a Lead Medical Office Scheduler for our Central Business Office located in Jacksonville, FL! Please see below for the functions and requirements to be considered for this position:

General Summary

Supports call center representatives to ensure optimum performance and patient care. Assists with process review, creating and maintaining materials to assist with scheduling, paging, and referral systems. Aids the scheduling team by being available on the Help Line to answer escalated questions and calls.

Essential Functions

• Team Leader Responsibilities
• Responsibilities may include opening/closing duties for the department while providing leadership direction.
• Receives questions or calls and provides timely support for the agents and patients.
• Motivate and encourage agents through positive communication and immediate feedback.
• Monitor phone queues regularly to ensure that the workloads are distributed evenly and to coach agents to improve performance.
• Assists Leadership to ensure the department goals are being met specific to occupancy, percentages call wait times, and abandonment rates, etc.
• Assist Leadership in researching, special assignments and resolving scheduling discrepancies in a timely manner.
• Attends department meetings as assigned.
• Other duties as assigned by Leadership.
• Medical Office Scheduler Responsibilities
• Utilizes organization’s resources to schedule patient appointments.
• Obtain patient demographic information; update and confirm necessary information to allow processing of claims to insurance plans.
• Utilizes appropriate systems to page providers that are on call.
• Successfully processes referrals through the referral system, contacts patients to schedule appointments, and imports referrals/documents to patient’s charts.
• Answer and resolve all incoming calls and requests in a timely, accurate manner. Communicate with the Leadership about potential patient concerns.
• Triage and relay necessary messages to staff members in other departments.
• Ensure strict confidentiality of all health records, member information and meet HIPAA guidelines.
• Other duties as assigned.

EDUCATION

• High school diploma/GED or equivalent working knowledge preferred.

Experience

• A minimum of two years of experience in the healthcare field is required.
• Previous call center experience is preferred.
• Excellent organizational skills and strong customer service orientation are required with a strong background in computers and data entry.

KNOWLEDGE

• Knowledge of medical terminology, ICD, and CPT.
• Federal, state, and HIPAA privacy regulations.
• Knowledge of scheduling patients in a clinic/medical practice setting.

Skills

• Strong negotiation, interpersonal, written, and oral communications skills.
• Demonstrates outstanding customer service skills communicates well and utilizes excellent listening skills and telephone etiquette.
• Excellent interpersonal skills (tact, discretion, and courtesy necessary to interact cordially and effectively at all times).
• Represent the clinic in a professional manner related to appearance, communication, and the maintenance of patient confidentiality.

Abilities

• Ability to multitask in a fast-paced environment.
• Ability to understand patient demographic information and determine insurance eligibility.
• Ability to have consistent attendance and punctuality.
• Ability to effectively incorporate the use of technology into day-to-day tasks (Outlook, Microsoft Office Suite, CPS/GE).
• Ability to communicate effectively and compassionately with patients, co-workers, management, and providers.

ENVIRONMENTAL WORKING CONDITIONS

• Normal office environment.

PHYSICAL/MENTAL DEMAND

• Requires sitting and standing associated with a normal office environment.
• Some bending and stretching are required.
• Manual dexterity using a calculator and computer keyboard
• This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as needs evolve.