Pre-Arrival Scheduling Specialist I

Description

Summary:

The Pre-Arrival Scheduling Specialist I will serve patients/customers and physician offices by obtaining a valid physician order to schedule appointments for multiple departments and procedures/tests for services rendered at UNC Health Wayne. Obtains the required demographic information that will be verified and used to complete the scheduling process. Validate & prepare documents/physician orders to ensure complete standardized scheduling. Documents communication in the Electronic Health Record (EHR) and updates referral statuses. Acts as a representative to complete referrals/schedule appointments which serves the patient/customer population within UNC Health Wayne for scheduled/and walk- in appointments.

Responsibilities:

1. Schedule appointments using a standardized workflow within designated templates within EPIC.

2. Performs coverage discovery efforts to verify coverage for accounts without any payer(s) listed.

3. Runs RTE to verify all Insurance payers electronically; call Insurance companies if needed.

4. Initiates the scheduling process for referrals/paper orders by transcribing the orders in Epic.

5. Update the referral status and auth/cert status in EPIC.

6. Acknowledge and respond to requests for rescheduling and canceling scheduled appointments.

7. Escalate matters/scheduled accounts that require attention to Pre-Arrival Team Lead/Manager.

8. Notify various departments with updates regarding scheduling patients for add-ons.

9. Review/Sign/Commit to the Patient Access Work Standards approved by Human Resources

10. Review the Patient Access Weekly Huddle Minutes to ensure updates/changes are communicated for work processes, EPIC changes, Department Meetings, Training Classes, ETC.

11. Abides by the Wayne UNC – Referral Management & Financial Clearance Collections Policies.

12. Uses professional customer service in all patient/teammate and customer interactions.

13. Discuss procedure/test protocols with patients, customers/physician offices at/during the scheduling process.

14. Review and complete WQ’s in EPIC within designated timelines for scheduling appointments.

Other information:

Education

High School Diploma or equivalent required, any higher education from an accredited college will supersede this requirement.

Licensure/Certification

None required.

Experience

Prior experience with Scheduling/Customer Service, dealing with the public and/ or healthcare organization is strongly preferred. Computer literate. Office equipment use and knowledge such as fax machines,10 key calculators, printers, copiers, etc.

Knowledge, Skills, and Abilities

• Demonstrated analytical, customer service, and interpersonal skills.

• Strong organizational skills & good attention to detail.

• Must have knowledge of Medicare/Medicaid and Commercial Insurance payers.

• Ability to prioritize and multi-task.

• Ability to read, write and communicate effectively in English.

• Proficient with MS Office and Epic with the ability to to learn new software rapidly. Previous Electronic Health Record EPIC preferred experience.

• Ability to work with deadlines and within timelines.

• Telephone etiquette.

• Must have effective oral and written English communication skills to communicate in a clear and concise manner with patients, physicians, public, teammates and administration.

• Will always portray a professional public image.

• Ability to schedule appointments within designated deadlines.

• Ability to build strong relationships with physicians & physician offices personnel to complete the scheduling process.

Valid NC Driver’s License: No

If driving a Wayne UNC Vehicle, must be 21 years old and MVR must be approved by Risk Management.

Job Details

Legal Employer: Wayne Health

Entity: Wayne UNC Health Care

Organization Unit: Centralized Registration

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Assignment Type: Onsite

Work Schedule: Day Job

Location of Job: WAYNE MED

Exempt From Overtime: Exempt: No

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.