Patient Scheduler I- PMG Surgery Phone Center

Presbyterian is seeking a Patient Scheduler I-PMG Surgery Phone Center

Coordinates the encounter or episode process for our patients and consumers by performing activities related to patient scheduling. Accuracy in scheduling is paramount in performance. Responsible for providing excellent patient experience. Illustrate insurance contract requirement knowledge and use of tools to respond to provider network questions. Secure prior authorization or referral in applicable situations. Use on-line tools to validate eligibility of coverage for presenting patients. Provides comfort rounding and communicates delays with exceptional patient experience tools.

This is a Full Time position - Exempt: No
• Job is based at Presbyterian Hospital
• Work hours: Weekday Schedule Monday-Friday

Ideal Candidate: A minimum of nine (9) months of work experiences in office, healthcare or customer service environment is required.

• High school or equivalent
• Experience:
  A minimum of nine (9) months of work experiences in office, healthcare or customer service environment is required. Must pass EPIC competency for Registration at completion of Epic Clerical Training class.
• Abilities:
• Performs appointment scheduling for patient via the telephone or in person to include testing, procedures and clinician appointments. Coordinates advanced scheduling visit types to include physicians, APCs, resources and technicians.

Customer Service and Caring Practices:

• Achieve exceptional patient experience for patients and patient families by using CARES, AIDET and EPE tools.
• Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times
• Ability to manage conflict and appropriately request the help of a supervisor when needed
• Round with patients waiting to insure their comfort and to inform of delays when applicable

Encounter Components:

• Performs the patient scheduling process and validating accurate patient demographics
• Guide informed dialogue with patients and patients representatives regarding in-network coverages (respecting CDS and RDS guidelines)
• Set patient expectations regarding Prior Authorization, Referrals and out of pocket expenses

Financial Accountabilities:

• Refers as appropriate to on site Financial Advocate, or for uninsured to the Financial Advocacy Center

Message Management:

• Formulates complete and accurate telephone encounter messages and routes to the appropriate Epic in-basket pool to support operational aspects of patient care.

Medical Record Components:

• Instructs patients on the Release of Information process and insure a fully completed ROI Form is submitted to Health Information Management for incoming or outgoing records

Patient Relations

• Comprehend quality service connection to patient satisfaction and reimbursement
• Participate in metric goals for telephones performance metrics, TSF and abandonment rate
• Perform confirmation calls when applicable to include directions and instructions as required by the visit type

About Presbyterian Healthcare Services
Presbyterian offers a comprehensive benefits package to eligible employees, including medical, dental, vision, disability coverage, life insurance, and optional voluntary benefits.

The Employee Wellness Rewards Program encourages staff to engage in health-enhancing activities - like challenges, webinars, and screenings - with opportunities to earn gift to earn gift cards and other incentives.

As a mission-driven organization, Presbyterian is deeply committed to improving community health across New Mexico through initiatives like growers' markets and local partnerships. Founded in 1908, Presbyterian is a locally owned, not-for-profit healthcare system with nine hospitals, a statewide health plan, and a growing multi-specialty medical group. With nearly 14,000 employees, it is the largest private employer in the state, serving over 580,000 health plan members through Medicare Advantage, Medicaid, and Commercial plans.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.