Call Center Scheduler

Overview:

Schedule all general dermatology appointments.  Answer all incoming calls and triage to the correct department or individual.  Also responsible for rescheduling cancelled appointments or follow up appointments. Demonstrates sensitivity to patient’s needs and requirements. Demonstrates superior telephone and interpersonal skills.

This is a primarily remote position but you must reside in MA, NH, RI or CT.

• Answers telephone calls promptly and in a friendly manner saying one’s name at beginning of call.
• Pre-Registers all New Patients which includes name, sex, date of birth, home address, home telephone number, work telephone number, cell/pager number, insurance information which includes plan name, plan ID #, plan group #, subscriber name if other than ‘self’, subscriber’s date of birth, primary care physician’s name, and co-payment amount.
• Verifying every caller’s information which includes; date of birth, home address, home telephone number, work telephone number, cell/pager number, checking patients insurance eligibility status by one click of a button, insurance information which includes plan name, plan ID #, plan group #, subscriber name if other than ‘self’, subscriber’s date of birth, primary care physician’s name, and co-payment amount.
• Scheduling the patient with the correct appointment type code, scheduling the patient with the correct amount of time, documentation of appointment reason for every patient is essential, and confirming appointment date, time, provider they are seeing and office location.
• Putting patient on call wait list if patient wishes to be seen sooner.
• Checking the wait list daily when cancellations come through.
• Notifying appropriate office of same day add-ons and cancellations
• Triages all calls to appropriate personnel.
• Responsible for scheduling queue voicemail throughout the day and returning patient calls within 30 minutes of received message. If a patient cancels an appointment via voicemail you are to call the patient back to try to reschedule even if they have stated they will call to reschedule.
• Responsible for patient reschedules and patient reminders.
• Entering faxed referral registration requests from primary care and urgent care offices. Calling patients to schedule appointments and documenting in Athena charts when they are not reached. 
• Informing patients about proper protocols.
• Informing patients if their insurance requires a referral.
• Maintains a ONETeam mindset using the foundation of our core values, the 3Ps: Positivity, Productivity, and Professionalism.
• Support APDerm’s mission and culture of high-quality standards by carrying out applicable policies, procedures and established industry standards, laws and regulations. Examples include adhering to privacy and data protection practices, ensuring a safe workplace, and reporting observed or suspected behavior and actions that do not meet APDerm standards.
• Complete all assigned required training by the deadline including, but not limited the Code of Conduct, Privacy & Data Security, and OSHA.

Education and Experience:

• High school diploma or equivalent.
• Two years’ experience in physician practice or customer service-related background.

Essential Skills and Abilities:

• Exceptional articulate communication skills.
• Able to demonstrate concern for patient’s problems.
• Cares for patients as one would wish to be treated.
• Conveys enthusiasm.
• Ability to empathize with geriatric and disabled people.
• Good problem-solving skills.
• Knowledge of Microsoft Word.