|| POSITION SUMMARYA culture of kindness and Service Excellence are priorities for Acadia Hospital. Every customer making contact must have an exceptional experience. The Patient Access Scheduler is responsible for the smooth operation and flow of calls handled within the scheduling area. The scheduler protects client confidentiality while answering inquiries and processing phone calls. He/she triages calls appropriately based on the information provided by the caller. He/she schedules all appointments/ reschedules, checks the medication refill line, and inputs patient callback information to providers and resource staff to all departments to which assigned. The Patient Access Scheduler utilizes excellent customer service skills while working with patients, patient family members, and staff, exhibiting professionalism and compassion in all interactions. Performs any duties and/or responsibilities assigned by Manager or Supervisor for which qualified.DUTIES AND RESPONSIBILITIES:People Pillara. Must possess excellent customer service, communication, organizational skills, and attention to detailb. Ability to multi-task, prioritize appropriately, and work well both individually and as part of a Teamc.Must demonstrate professional appearance and manner at all timesd. Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients, patient family members, hospital staff, and community providers/pharmaciese. Understands the mission of The Acadia Hospital and familiarizes self with the facilities policies, procedures, and Inter Departmental Directives (IDD)f. Treats colleagues with respect and understanding for the job they are performingg. Continuously and promptly communicates with supervisor with any unresolved conflicts affecting departmental or Individual productivityh. Represents the organization in a positive and professional manner in the community Service Pillara. Schedule flexibility, punctuality, reliability are required and necessary absences are planned in advanceb. Assist in maintaining a work environment free from recognized hazards that create a risk of injury to employees, patients or visitors and that all accidents and incidents are reported by employees and properly investigated. When appropriate, assist with the return of all workers with work related injuries and illnesses to gainful employmentc. Has extensive knowledge of how the telephones work and the functions they can performd. Ability to sit for large portions of a workdaye. Be able to maneuver quickly and efficiently through all Electronic Health Recordsf. Maintains a cancelation list within the Electronic Health Record for patient requesting quicker appointments while allowing for open appointments to be filledg. Maintains providers schedules within the Cerner system to ensure patients are scheduled accurately based on availabilityh. Timely completion of patient requests from information obtained through messaging systemsi. Addresses all patient portal messages on a daily basis to meet Hospital standards c. Quality Pillara. Possesses the ability to multi-task and work on multiple computer screens plus answering the phone consoleb. Answers the phone appropriately, within departmental time standards, identifying Acadia Hospital and oneself while maintaining consistently patient, sincere, clear tone. Establishes a good rapport with all departmental, hospital and community personnelc. Interdepartmental communications are effective, and professional, per Acadia Hospital directivesd. Maintains patient confidentiality at all times e. Maintains regulatory requirements, including The Joint Commission (TJC), Federal and State regulations. Complies with all organizational policies regarding EMHS's Code of Conduct and ethical business practicesf. Follows all departmental protocols. Seeks clarification if unsure of protocold. Finance Pillara. Actively monitors and eliminates weekly overtime with assistance of supervisor by cooperating with schedule adjustmentse. Growth Pillara. Takes responsibility for own learning as applicable to job and departmental needsb. Actively participates in training of new staffc. Possesses the ability to adapt to change within the organization while coordinating with departmental leaders regarding the most appropriate methods to incorporate changesd. Offers suggestions and ideas to improve the department and the organizationQUALIFICATIONS / EXPECTATIONS:1. Mature individual who demonstrates skills normally associated with a high school education; previous experience in a healthcare setting preferred2. Exhibits the ability to deal with crisis situations immediately with a calm and decisive manner 3. Exhibits the ability to assist and de-escalate customers by maintaining composure, working towards agreeable solutions and involving departmental leaders as necessary4. Must be familiar with switchboard operations and computerized security systems5. Must possess good oral and written communication skills in the English language6. Completes all mandatory education on a yearly basis.7. Follows safety procedures to prevent injury to self and others8. Carries assigned keys and wears work ID badge at all times9. Refrains from the abuse of chemicals
Equal Opportunity Employment
We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.