Patient Relations Representative III - MIGS

The Medical College of Wisconsin, Inc.; Wauwatosa (WI); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Vision and dental coverage

Flexible Spending options

Tuition Reimbursement

Paid Parental Leave

On-campus Fitness Facility

Pet Insurance

Job summary

The Medical College of Wisconsin, Inc. invites applications for a Patient Scheduling and Customer Service role. You will manage appointment scheduling across multiple specialties, review patient charts, and coordinate with clinical providers to fulfill visit needs.

You will utilize Epic Scheduling, guide patients through MyChart activation, and respond to inquiries via phone, email, and referrals while following detailed scheduling policies and maintaining accurate records.

Qualifications

• High school diploma required.
• Minimum 2 years of related experience in scheduling or customer service.
• Experience with EPIC Scheduling is preferred.

Responsibilities

• Schedule, cancel, and reschedule patient appointments via phone for multiple specialties and locations.
• Review patient charts to determine physician and visit requirements.
• Coordinate with clinical providers to meet patient needs and reference enterprise scheduling protocols.
• Respond to inquiries and route messages to appropriate staff.
• Encourage patient use of MyChart and assist activation steps.
• Manage referrals, faxes, and emails to schedule appointments and track completion.
• Provide directions to locations and ensure accurate information is given.

Skills

EPIC Scheduling

Customer Service

Recordkeeping

Communication

Patience

Education

High school diploma

Tools

Epic System

Job description

SummaryIn Minimally Invasive Gastrointestinal Surgery and Bariatrics you will assist patients with complex scheduling and provide customer service using general knowledge of organization policies and procedures, under general supervision.Primary ResponsibilitiesSchedules, cancels, and reschedules appointments via phone for multiple specialties and locations including providing directions, instructions and other information regarding appointments.Reviews patient chart or medical records as needed to determine the appropriate physician and any requirements for their visit. May also require interaction with clinical providers to determine how best to schedule and coordinate visit/patient needs.Triages calls to determine caller needs and provide excellent customer service, doing whatever possible to meet patient needs. Responds to inquiries and/or routes calls, messages and requests to appropriate individuals or areas.Encourages patients to sign up for MyChart and the Froedtert & MCW Ap to help manage their healthcare electronically and steps them through the process to get activated on these online tools.Works through referral queues, faxes, email, and other correspondence following detailed guidelines to schedule patient appointments, create referrals, track completion and communicate back to referring physicians if unable to schedule. If patient’s insurance is not in our network, refers patients to community clinics or to physicians within their network as appropriate.Manages web appointment requests for assigned team.Checks e-mails and Epic InBasket regularly throughout the day to keep up to date with any changes and receives information on patients who need to be scheduled.Develops understanding of Froedtert & Medical College of Wisconsin clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings in order to give appropriate directions to patients.Follows detailed protocols and enterprise scheduling tools to ensure accuracy of all appointment scheduling, registration and information given to callers.Anticipates customer needs and resolves problems to ensure a positive customer experience. Employs sound judgment to ensure the best possible public relations.Knowledge – Skills – AbilitiesKnowledge of Epic functionality, customer service standards, procedural process, and recordkeeping. Computer, technical, interpersonal, oral communication, listening, and patience skills.QualificationsAppropriate experience may be substituted for education on an equivalent basis.Minimum Required Education: High school diplomaMinimum Required Experience: 2 yearsPreferred Experience: EPIC Scheduling#LI-SN1Physical RequirementsWork requires occasionally lifting moderate weight materials, standing, or walking continuously.Work EnvironmentOccasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.Sensory AcuityAbility to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.Why MCW?Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options403B Retirement PackageCompetitive Vacation and Paid Holidays offeredTuition ReimbursementPaid Parental LeaveEmployee & Family Assistance Program (EFAP)Pet InsuranceOn campus Fitness Facility, offering onsite classesAdditional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.For a brief overview of our benefits see: Benefits OverviewFor a full list of positions see: MCW CareersAt MCW all of our endeavors, from our internal operations to our interactions with our partners, are driven by our shared organizational values: Caring – Collaborative – Curiosity – Inclusive – Integrity – Respect. We are committed to fostering an inclusive environment that values diversity in backgrounds, experiences, and perspectives through merit-based processes and in alignment with all applicable laws. We believe that embracing human differences is critical to realize our vision of a healthier world, and we recognize that a healthy and thriving community starts from within. Our values define who we are, what we stand for and how we conduct ourselves at MCW. If you believe in embracing individuality and working together according to these principles to improve health for all, then MCW is the place for you. For more information, please visit our institutional website.MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination:The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering an inclusive community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.