Integrated Oncology Network - ION


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Appointment Scheduler l

Job Title
Appointment Scheduler l
Job ID
Middleburg Heights,  OH 44130
Other Location
Job Purpose:
The Scheduler I is responsible for answering phone calls and responding to caller’s queries regarding appointments or general organizational information.  Schedule I team members create appointments in accordance with the timing needs of callers and staff availability, route calls to relevant department personnel, and take messages from callers as requested to relay to the appropriate person.  The Scheduler I must be able to maintain composure and politeness at all times while dealing with patients.  The scheduler must also be able to work and interact as part of a team and have the skills to perform multiple tasks simultaneously.
Essential Functions:
  • Answers incoming calls with excellent telephone skills within three (3) rings.
  • Completes incoming call request or transfer to the appropriate staff member.
  • Schedules and confirms diagnostic or medical consultation appointments for patients and provide pre-appointment instructions or facility information.
  • Completes appropriate order for blood work or radiology and provides to facility or patient.
  • Mails new patient packets.
  • Prints routing slip for same day patient appointments if in EMR. Notify medical records to obtain additional information from hospital/ER as needed.
  • Cancels and reschedule appointments as needed.
  • Notifies patient concierge of same day cancellations and reschedules.
  • Notifies appropriate medical assistant and/or provider of new same day appointments.
  • Completes routing slips and phone note for patients who call in for specimen drop-off.
  • Records information of deceased patients and update in appropriate system.
  • Takes messages from patients, record them in EMR and route to appropriate staff.
  • Routes information regarding hospital consults to the appropriate provider.
  • Responds promptly to web requests for appointments.
  • Monitors provider schedules to ensure accuracy of appointments.
  • Complies with HIPAA regulations and practice policies for the privacy and security of patient information; explain the law and company privacy policy to patients as needed, maintain appropriate documentation of access to medical records.
  • Regular attendance and punctuality.
  • Maintains annual competencies and/or training.
  • Performs other related work/duties as required and assigned.

Qualifications and Education Requirements
  • 1-3 years of telephone customer service experience.
  • High School graduate or equivalent required.
  • Basic PC skills including Microsoft Office Suite.
  • Ability to work a flexible schedule as necessary.
Preferred Skills
  • Urology practice experience.
  • Oncology and/or Radiology experience.

Required Competencies
Excellent judgment, dependability, conscientious performance.  Detail oriented.  Exceptional interpersonal and communication skills.  Caring and empathetic.  High ethical standards. Mechanical ability and manual dexterity for operating complicated equipments.
Physical Demands and Work Environment
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands:  While performing the duties of this job, employee is required to walk; sit; use hands to handle, or feel objects, tools, or controls; reach hands and arms; talk and hear.  Employee must lift and/or move 50 pounds.  Specific vision abilities required by the job include close vision, distant vision, color vision, peripheral vision, depth perception, speech clarity, climb, balance, and stoop, kneel, and bend.
Work environment: While performing the duties of this job, the employee may be at risk of biohazard exposure.

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