Patient Scheduling Associate - Radiology
Job Description
The Patient Scheduling Associate is responsible for scheduling, rescheduling and canceling exams for patients. The Specialty Scheduler is responsible for scheduling complex procedures classified as Specialty Procedures (i.e, LDCT, PET, Nuc Med). This person handles customer service-related requests, communicates preparations, handles call backs, and performs various other clerical tasks.
Essential Duties and Responsibilities
• Display excellent communication skills and telephone etiquette.
• Exceptional written communication skills with a strong focus on quality and attention to detail.
• Place outgoing calls to schedule patient exams when receiving scripts and electronic orders.
• Answer incoming and place outgoing calls in a courteous and professional manner—identifies self and company.
• The ability to handle interactions with a high degree of empathy and emotional intelligence.
• Strong rapport building capabilities.
• Keen eye for details with good probing and understanding skills.
• Strong interpersonal skills with heavy focus on customer satisfaction and service.
• Ability to de-escalate and recover difficult interactions.
• Handle VIP Physician scheduling requests through phone call, and/or chat.
• Place calls to referring physicians for patients expressing difficulty with scheduling.
• Maintain self-control when dealing with difficult patients and or situations.
• Show care and compassion for all callers.
• Maintain good rapport with referring physicians, secretaries and clinical site staff.
• Enter accurate information in RIS for appointment scheduling, rescheduling, cancellation and comment entry.
• Update account information at the point of scheduling.
• Properly schedule all procedures.
• Utilize RIS filter screens to answer questions associated with insurance, procedures and preps.
• Communicate and interact with all departments effectively and professionally.
• Maintain professionalism with both internal and external customers.
• Meet incoming call volume quota.
• Fax reports as needed.
Requirements
Function: Customer Service
Experience Level: Not Applicable