Patient Appointment Scheduler- remote work option available

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<h2><b>Employment Status:</b></h2>Full time<h2><b>Shift:</b></h2>Day/Evening (United States of America)<h2><b>Facility:</b></h2>2301 Brambleton Ave SW - Roanoke<h2><b>Requisition Number:</b></h2>R151781 Patient Appointment Scheduler- remote work option available <span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">(Open) </span><h1><b>How You’ll Help Transform Healthcare:</b></h1>The Call Center Scheduling Specialist is one of the first points of contact for patients requesting appointments with our providers or information about our practices. Working in a call center environment, the Call Center Scheduling Specialist is responsible for managing incoming referrals and scheduling appointments for a clinical department. Clinical departments are complex multi-specialty, multi-location medical practices serving a broad geographic area. In addition, the Call Center Specialist must also have achieved mastery in scheduling and is a subject matter expert in complex appointment scheduling <span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">functions. </span><p>The Call Center Scheduling Specialist is one of the first points of contact for patients requesting appointments with our providers or information about our practices. Working in a call center environment, the Call Center Scheduling Specialist is responsible for managing incoming referrals and scheduling appointments for a clinical department. Clinical departments are complex multi-specialty, multi-location medical practices serving a broad geographic area. In addition, the Call Center Specialist must also have achieved mastery in scheduling and is a subject matter expert in complex appointment scheduling functions.<br> </p><p></p><ul><li>Navigates multiple systems simultaneously in order to effectively schedule appointments, tests, and/or procedures according to protocols established by clinical staff and scheduling standards. Ensures patients are aware of their scheduling options and are consistently offered the first available appointment.</li><li><br></li><li>Proficient in all aspects of scheduling including making, canceling and rescheduling appointments based on the scheduling guidelines. Demonstrates the ability to leverage waitlists, works recalls, and processes clinic-initiated reschedules.</li><li><br></li><li>Engages patients in the scheduling process, collecting and entering relevant demographic and medical information into the electronic health record. Supports the pre-registration process by validating guarantor accounts and verifying existing insurance coverage.</li><li><br></li><li>Creates new referrals and manages existing referrals in the referral work queue. Accurately updates the referral shell within the prescribed timeframes in accordance with the organizations referral guidelines.</li><li><br></li><li>Demonstrates proficiency and skill in responding to multi-channel communications. Maintains acceptable call metrics including average speed of answer, average handle time, AUX ratio, and average scheduling attempts per worked hour</li><li><br></li><li>Coordinates with the clinic care team. Routes referrals/calls requiring triage or an order to the physician, Advice Line Nurse, or care team as appropriate.</li><li><br></li><li>Effectively communicates through written, digital and verbal channels with patients, facilities, providers and other colleagues to ensure an easy, empathetic, solution-orientated patient experience. Builds impactful relationships through a variety of communication mediums including phone, chat, email, MyChart, and EPIC in-basket messaging. Anticipates patient and provider needs and responds accordingly.</li></ul><p></p><p></p> <h1><b>What We Require:</b></h1><p><br> <b>Education:</b> High school diploma or equivalent required. Bachelors degree preferred. Bachelors degree accepted in lieu of minimum experience.<br> <br> <b>Experience:</b> Five years customer service experience in an environment that requiring multi-tasking such as a call center, physicians office, hospitality or retail/service industry or a bachelors degree. Call center experience preferred.<br> <br> <b>Other Minimum Qualifications: </b>A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remain calm under stress, display empathy and maintain positive communication is required. Must have strong keyboarding and computer skills.</p> <p style="text-align:inherit"></p><p style="text-align:left"><b>Recruiter:</b></p>EVA LIPSCOMB<p style="text-align:left"><b>Recruiter Email:</b></p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">ellipscomb@carilionclinic.org</span><p style="text-align:inherit"></p><p style="text-align:left"><b>For more information, contact the HR Service Center at 1-800-599-2537.</b></p><p style="text-align:inherit"></p><p style="text-align:left"><span>Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color,  religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. </span><span>Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday.</span></p><p style="text-align:inherit"></p><p style="text-align:left"><span>For more information on E-Verify: </span><span><a href="https://url.us.m.mimecastprotect.com/s/yHozCW69Owt979DAi6lTYx?domain=carilionclinic.org" target="_blank" rel="noopener noreferrer"><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span class="WKS0"><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></a></span></p> <h2><b><span>Benefits, Pay and Well-being</span><span> at Carilion Clinic</span></b></h2><h2></h2><p style="text-align:inherit"></p><p style="text-align:left"><span>Carilion understands the importance of prioritizing your well-being to help you develop and thrive. </span> T<span>hat’s why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life – at work and when you’re away.</span></p><p style="text-align:left"><br>When you make your tomorrow with us, we’ll enhance your potential to realize the best in yourself. Below are benefits available to you when you join Carilion:</p><p style="text-align:inherit"></p><ul><li>Comprehensive Medical, Dental, & Vision Benefits</li><li>Employer Funded Pension Plan, vested after five years (Voluntary 403B)</li><li>Paid Time Off (accrued from day one)</li><li>Onsite fitness studios and discounts to our Carilion Wellness centers</li><li>Access to our health and wellness app, Virgin Pulse</li><li>Discounts on childcare</li><li>Continued education and training</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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