Patient Access Scheduler

Job Number 66367
Posted 9/9/2019
Account Northern Light Acadia Hospital
Department Access Center
Location |ME| Acadia Hospital, ME 04402
Schedule Pool/Per Diem
Shift Variable
Hours varied 6:30-5PM
Job Details

A 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.


People Pillar

a. Must possess excellent customer service, communication, organizational skills, and attention to detail

b. Ability to multi-task, prioritize appropriately, and work well both individually and as part of a Team

c.Must demonstrate professional appearance and manner at all times

d. Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients, patient family members, hospital staff, and community providers/pharmacies

e. 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 performing

g. Continuously and promptly communicates with supervisor with any unresolved conflicts affecting departmental or Individual productivity

h. Represents the organization in a positive and professional manner in the community

Service Pillar

a. Schedule flexibility, punctuality, reliability are required and necessary absences are planned in advance

b. 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 employment

c. Has extensive knowledge of how the telephones work and the functions they can perform

d. Ability to sit for large portions of a workday

e. Be able to maneuver quickly and efficiently through all Electronic Health Records

f. Maintains a cancelation list within the Electronic Health Record for patient requesting quicker appointments while allowing for open appointments to be filled

g. Maintains providers schedules within the Cerner system to ensure patients are scheduled accurately based on availability

h. Timely completion of patient requests from information obtained through messaging systems

i. Addresses all patient portal messages on a daily basis to meet Hospital standards

c. Quality Pillar

a. Possesses the ability to multi-task and work on multiple computer screens plus answering the phone console

b. 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 personnel

c. Interdepartmental communications are effective, and professional, per Acadia Hospital directives

d. 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 practices

f. Follows all departmental protocols. Seeks clarification if unsure of protocol

d. Finance Pillar

a. Actively monitors and eliminates weekly overtime with assistance of supervisor by cooperating with schedule adjustments

e. Growth Pillar

a. Takes responsibility for own learning as applicable to job and departmental needs

b. Actively participates in training of new staff

c. Possesses the ability to adapt to change within the organization while coordinating with departmental leaders regarding the most appropriate methods to incorporate changes

d. Offers suggestions and ideas to improve the department and the organization


1. Mature individual who demonstrates skills normally associated with a high school education; previous experience in a healthcare setting preferred

2. 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 necessary

4. Must be familiar with switchboard operations and computerized security systems

5. Must possess good oral and written communication skills in the English language

6. Completes all mandatory education on a yearly basis.

7. Follows safety procedures to prevent injury to self and others

8. Carries assigned keys and wears work ID badge at all times

9. 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.

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