Contact Center Scheduler, Sr. jobs in Casper, WY

Internal Applicants Only

ABOUT SHERIDAN MEMORIAL HOSPITAL

At Sheridan Memorial Hospital, we are proud to have achieved the 5-Star Quality Rating, ranking us in the top 13.6% of hospitals rated by the Centers for Medicare and Medicaid Services. We believe that our ability to deliver excellent healthcare begins with our people, and we are proud of our more than 750 skilled, experienced, and caring employees. We have over 100 providers who specialize in 25 areas of expertise. Our facility is state-of-the-art, and we are dedicated to providing outstanding patient-centered care.
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Nestled at the foothills of the Big Horn Mountains in northern Wyoming, spectacular scenery and outdoor activities abound. Our hospital has the latest technology and equipment comparative to that of many larger facilities, and you will find our staff is friendly, compassionate, caring, and courteous. We focus on creating and nurturing a workplace that encourages, recognizes, and rewards individual effort and creativity. Leadership is responsive to changing modes of healthcare delivery and adapts accordingly. We value effective communication and honesty and believe teamwork based on mutual respect is key to success.

JOB SUMMARY

Service excellence and a culture of kindness are priorities for Sheridan Memorial Hospital. The Patient Access Scheduler Lead is accountable for the smooth operation and flow of orders handled within the scheduling area as well as appropriate alignment with leadership daily. This includes, but is not limited to: pre-registration, scheduling, obtaining accurate demographics, providing exam preparations, and collection of appropriate authorizations in a courteous and efficient manner. Other duties pertinent to optimal customer service, patient flow, and efficient staff utilization are also expected. The Patient Access Scheduling Lead utilizes excellent customer service skills while working with patients, patient family members, physicians, and staff. 

ESSENTIAL JOB FUNCTIONS

• Works with Manager to set both long-term and short-term goals
• Pulls metrics daily, insuring accuracy and adjusting staff workflow to align with metrics and patient/department needs. 
• Reports to manager all safety concerns, daily outlook, and daily recap when needed.
• Helps maintain a professional atmosphere for patients and staff. 
• Seeks and appropriately identifies resources to resolve issues about the type, date or location of ordered procedures. 
• Oversees standard work by maintaining and working with staff to keep it current and easily accessible. 
• Actively participate in performance improvement and continuous process improvement activities.
• Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients, physicians, and hospital staff. These professional skills are maintained at all times, helping to encourage the same from staff. 
• Conducts all activities with knowledge and understanding of Sheridan Memorial Hospital's mission and values, regulatory compliance requirements, payer requirements, HIPAA privacy and security requirements, the overall revenue cycle procedures and the hospital's policies.
• Performs the necessary financial clearance processes, i.e. eligibility, insurance verification with professional and excellent customer service. Helps staff address any discrepancies with those authorizations.   
• Assists with coordination of activities related to insurance pre-certification and authorization.
• Provides counseling to patient or patient's representative regarding pre-service requirements and instructions.
• Helps to oversee and direct resources to cover workloads.
• Works within Patient Access and with other departments to develop best processes for patient experience.
• Helps lead huddles and/or keep huddles on track. 
• Monitors daily performance metrics to ensure progress, and/or delegates, as appropriate, to another team member to achieve daily continuity. 
• Actively presents workflow solutions as workload changes to meet the needs of the patients and our community. 
• Works with other departments leads to ensure alignment. 

POSITION QUALIFICATIONS

Education / Experience / License and Certifications

• Minimum High school diploma or general equivalency diploma (GED), required.
• Minimum six months’ customer service experience, preferred.
• Minimum six months’ experience in areas of healthcare scheduling, preferred.
• Knowledge of CPT, HCPCS, and ICD-10 codes, preferred.
• Medical terminology course, preferred.
• Keyboarding, filing, office procedure classes and/or experience, preferred.

Additional Skills

• Language Skills
  • Ability to read, analyze, interpret, and communicate proficiently in English. 
  • Ability to effectively present information and respond to questions from providers, clinical staff, payors, and patients.
  • Ability to write clearly and informatively; excellent spelling skills. 
• Reasoning Ability
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
  • Ability to use analytical thinking, independent judgment and clinical knowledge to adjust service area schedules and accommodate special requests from internal and external customers.
  • Ability to interpret a variety of instructions furnished in written, oral, or scheduled form.
• Computer Skills
  • Proficient with MS Office Suite including Word, Excel and PowerPoint. 
  • Proficient with the EMR system.
• Other Knowledge, Skills, and Abilities
  • Demonstrates excellent time management and organization skills with attention to detail.
  • Demonstrates the ability to maintain high level of confidentiality.
  • Ability to cope with stressful situations and maintain a calm and professional demeanor.
  • Ability to understand and communicate insurance co-pays, deductibles, co-insurances, and out of pocket expenses for point of service collections.
  • Ability to work in fast-paced, challenging and stressful work environment.
  • Demonstrated professional phone etiquette and communication skills with ability to handle multiple calls at one time.
  • Understanding of medical terminology, grammar, punctuation, style, and editing.
  • Basic understanding of anatomy.
  • Proper phone etiquette and communication skills.
  • Ability to prioritize, concentrate, and multitask with many interruptions.
  • Ability to maintain high levels of accuracy and organization during high volume periods, with the ability to consistently prioritize, meet changing deadlines, and troubleshoot problems.
  • Knowledge of hospital and departmental policies, procedures, and systems.
  • Ability to exercise tact, judgment and persuasiveness in creating and maintaining harmonious relations in working with coworkers, patients, families, visitors, physicians, and the general public.

Specific demands not listed: Possible exposure to blood and or body fluids / infectious disease / hazardous waste requiring the use of Personal Protective Equipment. Exposure to odorous chemicals / specimens and Latex products.

Pre-employment drug and alcohol screening is required.

Sheridan Memorial Hospital is an equal opportunity/Affirmative Action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, age, sex, national origin, disability or protected veteran status.  If you would like more information about your EEO rights as an applicant under the law, please click here.