Cleveland, Ohio
Patient Scheduling Representative / Telehealth Job Opening in Cleveland, Ohio - Employment type: Full-time, Part time
Company industry: Hospital & Health Care
Key Responsibilities:
Call center based patient scheduling job. Works on behalf of healthcare clients to ensure patients have access to the most efficient appointment available.
Perform telephonic non-clinical screening to ensure the patient is seen by the right physician at the right time
Ensure all required information for pre-registering patients is captured and entered accurately and efficiently
Call discharged patients to ensure specific discharge routines are being followed.
Refer patients to a U.S. Qualified Registered Nurse when needed in specific escalation protocols.
Ensure all existing patient information is verified as required and patient preferences are accurately reflected in their medical record (e.g. insurance coverage, mailing address, phone number, email)
Ensure patient receives all necessary disclosures and privacy information and provides electronic signatures for all required documentation (e.g. consent-to-treat) as appropriate
Verify and review patient?s and families? insurance coverage and benefit eligibility, and document appropriately
Educate patients and families regarding insurance coverage and/or any related issues, and provide educational materials via patient?s and families? preferred communication channels
Address patients? and families? various scheduling needs in a single interaction ? This may include clinically pre-determined lab panels / diagnostic tests prerequisites for the requested services
Schedule patients / support service needs (e.g. interpreter / social / nutrition services) per providers? orders / referrals
Review scheduled appointment information with patients and families, and provide appointment itineraries / corresponding documents via patients and families? preferred communication channels
Review assigned work queues and address any pending scheduling needs
Investigate, resolve and document service requests in a timely and efficient manner, and contact corresponding stakeholders as needed
Demonstrate strong customer service skills in all interactions with patients, families, and physicians
Participate in ongoing professional development and competency assessments in assigned or other relevant areas
Demonstrate respect for individual, cultural and social differences
Expectations:
Excellent customer service skills
Critical thinking
Excellent communication skills verbal and written
Process orientation
Good data entry skills
Excellent telephone skills
Patience
Empathy
Assertiveness
Education: High School Diploma
Experience:
A minimum of three years? customer service experience
Two years? call/contact center experience (preferred)
Health Care experience (preferred)
Work Environment:
Office environment
Contact center environment
First, second and third shifts are available
Full time and part time opportunities exist
Seated the majority of the time
Uses computer and phone
Essential Job Functions:
Speak
Hear
Use keyboard
Sit for extended periods of time
See
Reason
Pay close attention
Company description:
RelateCare based in Waterford Ireland, Cleveland and Boston in the US specializes in connecting patients, providers and caregivers while ensuring that patients can access the right care at the right time and in the right place. RelateCare is a healthcare contact center providing on-site consultancy, outsourcing solutions and shared services. We are a multidisciplinary team of schedulers, nurses, contact management specialists and technologists who work with leading hospital and health organizations. RelateCare is fast-becoming a global leader in the delivery of patient access and patient engagement solutions in the US, Europe and the Middle East.
Job Type: Full-time
Required education:
High school or equivalent
Required experience:
Customer Service: 3 years
Call/Contact Center: 3 years
Electronic Health Records: 3 years
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