Care Connections Scheduling Coordinator I

Position #: 24000DHO
Position: Care Connections Scheduling Coordinator I
UH Facility: University Hospitals
Shift: Variable
Status: Full-time
Work Days of Week: Variable

City: Shaker Heights

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ABOUT US

To Heal. To Teach. To Discover.

These words are more than just our mission, they embody the opportunities available to the world-class doctors, nurses, health care professionals and support staff who choose to join University Hospitals and Be the Difference.

From entry to executive level, every position and every professional at University Hospitals has a direct impact on our ability to offer excellent care to our patients, their families and our community.

Join Us and Be the difference in Advancing the Science of Health and the Art of Compassion.

Equal Opportunity Employer – minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.

JOB DESCRIPTION & QUALIFICATIONS

Description

A Brief Overview

The Scheduling Coordinator Level I work in a call center environment, where most of the work is done by phone and computer with internal and external customers across the UH Systems. The purpose of the Scheduling Coordinator Level I is to serve as a compassionate, trusted, and able partner/advocate for anyone seeking care or services by intently understanding each unique need/preference in order to efficiently and effectively match available resources and services across the UH Health System. The Scheduler Coordinator I will handle multiple calls and requests, responding timely and professionally. The Scheduler Coordinator I perform other duties in working all areas of the facility as the need arises or as policies change. The role of Scheduling Coordinator Level I is complex and requires critical thinking, problem solving, active listening, and heightened professionalism to appropriately resolve each call and while creating a relationship to support the UH Brand.

What You Will Do

Ensure that every patient/family who calls for an appointment, obtains an appointment in a timely and accurate manner. The Scheduling Coordinator will show the highest form of customer and personalized service by engaging with all callers in a professional and personable manner, as a representative of University Hospitals Health System.
Creates a sense of care for the patient through active listening and excellent communication and closure skills and demonstrate the highest level of customer service through courtesy and concern.
Enters and validates medical, demographic, insurance, financial, and business data in a timely and courteous manner in appropriate systems to ensure master patient index integrity and creation of an accurate appointment/encounter and claim.
Identifies services out of insurance plan or requiring referrals; may inform patient of courses of action.
Explains pre-appointment clinical preparation requirements when applicable.
Collect, post, and balance co-pays, deductibles and other patient payments.
Handles and manage a wide variety of patient inquiries regarding physicians, services and logistics to ensure access to care with maximum throughput and minimal delay
Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency.
Meets or exceeds positive performance trending with productivity and quality standards within first 90 days of employment and ongoing.
Understands and appropriately escalates to Care Connections Leadership for support when needed quickly and seamlessly to meet and recover any service delivery.

Additional Responsibilities

Performs other duties as assigned.
Complies with all policies and standards.
For specific duties and responsibilities, refer to documentation provided by the department during orientation.
Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

Qualifications

Education

High School Equivalent / GED (Required)
Associate’s Degree (Preferred)
Bachelor’s Degree (Preferred)

Work Experience

1+ years of customer service-related experience or office (Required) or
Associate or Bachelor degree will be accepted in lieu of 1 year work experience (Required)

Knowledge, Skills, & Abilities

Knowledge of Microsoft Word and Excel applications. (Required proficiency)
Able to adhere to structured call center metrics in a closely monitored, fast paced environment. (Required proficiency)
Ability to function independently and as a team player. (Required proficiency)
Professional demeanor (Required proficiency)
Microsoft Office, telephony software and experience with scheduling software such as Epic or Soarian. (Preferred proficiency)

Licenses and Certifications

Certified Healthcare Access Associate (CHAA) will be accepted in lieu of 1 year of work experience (Preferred)

Physical Demands

Standing Occasionally
Walking Occasionally
Sitting Constantly
Lifting Rarely 20 lbs
Carrying Rarely 20 lbs
Pushing Rarely 20 lbs
Pulling Rarely 20 lbs
Climbing Rarely 20 lbs
Balancing Rarely
Stooping Rarely
Kneeling Rarely
Crouching Rarely
Crawling Rarely
Reaching Rarely
Handling Occasionally
Grasping Occasionally
Feeling Rarely
Talking Constantly
Hearing Constantly
Repetitive Motions Frequently
Eye/Hand/Foot Coordination Frequently

Travel Requirements

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LOCATION

Working at University Hospitals

Careers at University Hospitals offers opportunities to provide care locally in the Cleveland area with the power to impact healthcare nationwide. As a leader in our industry, our staff share a commitment to Be the Difference in the lives of our patients and our communities, from Northeast Ohio and beyond. Take a look at this video to discover how we’re building an organization for the future, today. Note: video content was obtained prior to the COVID-19 pandemic.

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Contact Us

To contact University Hospitals Human Resources department, or to request a reasonable accommodation, please call 216-767-8900 or send us an email at employment@uhhospitals.org

Equal Employment Opportunity Statement

It is the policy of University Hospitals to provide equal opportunity to all of our employees and applicants for employment. Decisions concerning employment, transfers and promotions or other conditions of employment are all made upon the basis of the best qualified candidate without regard to race, color, national origin, age, religion, veteran status, disability, gender, sexual orientation, gender identity, or marital status in accordance with Federal and Ohio law. A qualified individual with a disability will be considered for employment on the same basis as non- disabled applicants if he/she can perform the essential functions of the job sought, with or without a reasonable accommodation, and without imposing a direct threat to the health or safety of others or him/herself. EEO is the Law

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