Medical Office Scheduler, Lead

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

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.

At Southeast Orthopedic Specialists, we are dedicated to taking care of you so you can take care of business! Below is our robust BENEFITS PACKAGE that we offer to all full-time employees:

• 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.

• 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.

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

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

• 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.

• 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.

• Normal office environment.

• Requires sitting and standing associated with a normal office environment.
• Some bending and stretching are required.
• Manual dexterity using a calculator and computer keyboard