Scheduler – Infusion Center Revenue Cycle – Maitland – Per Diem
Maitland seeks to hire Scheduler who will embrace our mission to extend the healing ministry of Christ.
Established in 1908, Florida Hospital is one of the largest not-for-profit healthcare systems in the country, caring for more than a million patients each year. The Maitland Office Plaza houses our highly skilled teams that support our hospital system including Marketing, Patient Financial Services, Revenue Management, the Credit Union and Human Resources. The Trickel Building, a two-story office structure, creates an atmosphere of health and healing, with a healthy-style café and quaint chapel. The main lobby is filled with lush greenery and a light trickle of water, creating a holistic environment.
An Outpatient Scheduler schedules and pre-registers patients for tests in Radiology, Women's Medicine, Cardiology, Rehab, Respiratory Care, Pain Medicine and other ancillary departments using two unique computerized scheduling systems; CERNER and Suncare. The scheduler provides special instructions for procedures and directions to facilities and departments. Actively participates in outstanding customer service while collaborating with physicians and all ancillary departments with the Florida Hospital and Florida Radiology Imaging locations.
Mon - Fri / 8a – 5p
The Scheduler facilitates the scheduling of patients for available services. Works with numerous departments while multi-tasking and maintaining accuracy and performance within a fast-paced call center environment. Interacts in a professional and timely manner with patients, physician offices, and other department personnel to accomplish patient satisfaction. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.
Customer service experience, preferably in a healthcare setting
Ability to discuss patient-related issues that are confidential in nature and act accordingly
Effective oral communication and listening skills
Excellent telephone etiquette
Detail-oriented with ability to multi-task at a high level
Ability to work in a fast-paced, metric-driven environmentli>
Creative problem-solving skills and eager to find customized patient-centric solutions)
Computer skills in a Windows environmentli>
Recent hospital experience (Preferred)
Associate's Degree in business, healthcare administration, marketing, or related field (Preferred)
Three years of customer service/telephone experience (Preferred)
Knowledge of medical terminology (Preferred)
Knowledge of health insurance (Preferred
Licensure, Certification, or Registration Required:
Demonstrates through behavior Florida Hospital's Core Values of Integrity, Compassion, Balance, Excellence, Stewardship and Teamwork as outlined in the organization's Performance Excellence Program
Performance: Maintains established performance levels as identified by department. Utilizes phone system and maintains service level and abandonment rate goal that is consistent with department goals. Is available to take calls at all times while logged on phone system maintaining a minimum status of inactivity.
Accuracy: Enters accurate information in required systems. Updates and/or corrects errors or mistakes found in system to expedite patient care. Carefully and courteously handles customer interactions in a way that preserves patient satisfaction for Florida Hospital. Reports errors and mistakes found in system to direct supervisor to promote education, coaching, and training opportunities of others..
Compliance: Adheres to policies, procedures, and standards. Uses discretion when discussing patient-related issues that are confidential in nature, and acts accordingly.
Efficiency: Schedules patients efficiently and strives to fill customer requests on first call. Obtains necessary scheduling, demographic, insurance, and clinical information to schedule, cancel, or reschedule events by calling the physician office, department, or a scheduling supervisor with a minimum of call transfers or callbacks. Uses judgment in ending call before completion and calls customer back at an agreed upon time if an additional call is required to complete the customer's request. Uses time wisely and avoids unnecessary or repetitive tasks that may impact department goals. Completes data entry for patient charges in a timely and accurate manner. Follows up with appropriate staff to complete any missing information on the patient care record.
Customer Service: Delivers excellent customer service through utilizing a pleasant tone of voice along with a friendly and helpful attitude, while keeping conversation focused on the customer. Handles calls promptly and efficiently. Builds customer loyalty through exceptional listening, relationship building, and strong written and verbal communication. Researches options in order to accommodate best time and location for patient, as well as acceptance of insurance. May call physician office or department to obtain information necessary to schedule events. Attempts to resolve customer issues before escalating calls to direct supervisor, or as directed. Communicates with clinical staff/management regarding questions on procedure booking. Notifies Specialty Coordinators of cases with specific needs.
Skills Development: Maintains skill level and knowledge by reading scheduling updates, attending training sessions, and completing study materials provided by the department. Participates in customer service workshops and seminars. Completes customer service exercises and lessons as recommended and/or provided by direct supervisor and/or department management/leadership. Completes department-specific competencies with a score that meets department standards and expectations..
Teamwork: Is respectful of co-workers and offers assistance as needed to help others complete assigned tasks. Participates in activities that promote camaraderie and a friendly workplace. Attends regularly scheduled department meetings and other Florida Hospital events as required. Readily voices concerns and problems to direct supervisor and/or department management/leadership.
If you want to be a part of a team that is dedicated to delivering the highest quality in patient care, we invite you to explore the Scheduler opportunity with Maitland and apply online today.
Florida Hospital is dedicated to improving lives not only in Central Florida, but also around the world. As a destination hospital, we are committed to serving the health care needs of our patients with a holistic approach to ...heal the mind, body and spirit. We strive to be the hospital of choice for patients, physicians and employees. Over the last 100 years, Florida Hospital’s mission remains unchanged: to extend the healing ministry of Christ.