Answer high volume phone calls promptly with a pleasant tone of voice.
Properly log in/out of phone system utilizing the not ready codes
Triage calls for active chest pain directing to Triage Nurses; messaging non-urgent calls
Schedule patient appointments and testing with providers as well as the various specialized clinics allotting the correct amount of time specific to appointment type and provider
Review all outstanding orders for future appointments and testing placed in the EMR scheduling as necessary
Accurately complete registration process to include patient demographic and insurance allocation
Offer Patient Portal and Appointment Navigator
Utilize Revenue Cycle, Soarian, Powerchart, and Radnet to complete scheduled appointments
Monitor messages via EMR pool, Patient Portal, Outlook, and fax machine
Place request to Physician Coordinator when an appointment is unavailable
Document in EMR all requests for appointments and send appropriate emails for add-on appointments
Review provider schedules ensuring slots are filled appropriately
Ensure patients are properly moved in a timely manner per requests from providers and/or Physician Coordinator
Request language services/translator per patient preference
Manage Televox call reminder system
Complete deceased patient process
Manage no show appointments per policy generating letters as needed
Interact with medical records department assuring information is obtained for office visit
Contact outside medical sources to obtain patient demographic/health information as needed
Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
Performs other related duties as required.
SCOPE, PURPOSE, AND FREQUENCY OF CONTACTS:
Daily contact with patients, family members and other co-workers to ensure patient care
DIRECTION/SUPERVISION OF OTHERS:
Scheduling Supervisor and Practice Manager
EDUCATION AND EXPERIENCE REQUIREMENTS:
High school diploma, 1-2 years customer service experience, 1-2 years call center experience
An equivalent combination of education and experience may be substituted
KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:
Knowledge of general office procedures including typing, filing, and telephone etiquette.
Knowledge of insurances
Ability to maintain Core Values and good communication skills.
Ability to develop and maintain effective working relationships with patients and members of the healthcare team.
Ability to constructively manage stress.
Ability to prioritize a variety of tasks and be flexible during the daily work routine.
Ability to coordinate work schedules with co-workers in order to achieve maximum productivity and efficiency.
Ability to maintain confidentiality of patient information.
Skill in verbal and written communication.
Ability to sit for long periods of time
Ability to be on the phone for long periods of time
Normal office environment.
Internal Number: JR57683
About ChristianaCare Health System
ChristianaCare Health System is headquartered in Wilmington, Delaware and is one of the country's largest health care providers, ranking 21st in the nation for hospital admissions. Christiana Care is proudly a Nurse Magnet recognized institution. Christiana Care Health System is also one of the largest health care providers in the mid-Atlantic region, serving all of Delaware and portions of seven counties bordering the state in Pennsylvania, Maryland and New Jersey. A not-for-profit, non-sectarian health system, Christiana Care includes two hospitals with more than 1,100 patient beds, and is a major teaching hospital with two campuses. Christiana Care is continually recognized for excellence on a regional and national level. Our role in the community is expressed in the Christiana Care Way: "We serve our neighbors as respectful, expert, caring partners in their health. We do this by creating innovative, effective, affordable systems of care that our neighbors value."Christiana Care is a great place to work because we value diversity and recognize it to be a core part of our success. Because of the diversity of our employees, affiliated health professionals and volunteers, we are ...positioned to meet the unique needs of our patients and community. We acknowledge and celebrate the uniqueness and talent of each employee. Because of our talented workforce we are able to provide a quality healthcare experience to our patients and community. We strive to create an inclusive environment in which individual diversity can be leveraged and thrive. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.