Remote Medical Scheduling Specialist Lead-Naples-Patient Access Center

The Patient Access Center (PAC) supports our clinics and patients by scheduling appointments, assisting patients and getting clinical calls sent to the appropriate parties for patient care. We strive to meet these needs with excellent customer service, accuracy and care, as the initial point of contact for people needing our help.

Essential Duties and Responsibilities

(List in order of importance or percentage of time spent on the particular responsibility – High to Low)

Act as a resource to Scheduling Specialists for all PAC guidelines, processes and applications

• Train new hires to department standards and processes. Assist with ongoing training and education of staff
• Take escalated calls and complaints from patients, family members, insurance companies or other entities
• Assist with delegation of outbound call list and tracking
• Accurately schedule for Specialty and PCP practices and correctly handle complex rule sets across multiple Medical Groups and Markets
• Maintain optimal productivity for call handling and wrap-up.
• Ensure and request appropriate referrals and/or authorizations are present for specialty care. Maintain knowledge of insurance-specific referral and prior authorization requirements.
• Follows scheduling protocols and guidelines. Utilizes critical thinking to determine which processes to apply to specific situations.
• Determine calls with urgent needs and complete warm transfer to clinic staff
• Researches patient requests in the medical record and provides information to patient or other entity.
• Monitor inboxes in EMR to ensure return communication from the clinic is handled promptly
• Obtain information regarding refills, clinical questions, referrals, services, etc. Enter documentation and communication within EMR for non-urgent clinical calls
• Set a positive example for other Scheduling Specialists as it relates to job performance and expectations. Maintain professional communication standards through verbal and electronic communication methods.
• Collects insurance and pre-certification information from callers, validates insurance eligibility and correct PCP assignment
• Adheres and complies to all policies and procedures
• Attend educational sessions and department meetings as scheduled
• Ability to perform all other duties as assigned or requested