A Brief Overview

As an integral member of the UH Patient Access Services Team, the Scheduling Coordinator II focus is – the delivery of the world’s best appointment booking experience! Scheduling Coordinator II’s are dedicated to providing unsurpassed first impressions for our patients, customers and physicians. Coordinator II’s manage complex appointment scheduling in multiple applications linking primary care, consults and ancillary services. They are responsible for satisfying the customer and maintaining the image of University Hospitals Health System.

What You Will Do

• Enter and validate 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.
• Explain pre-appointment preparation requirements such as fasting and fluid consumption.
• Provide patient education about third party coverage and liabilities; communicate payment options and personally connect patients to a financial counselor if needed.
• Use effective telephone techniques in collecting patient balances owed, post and balance co-pays and deductibles and process other patient payments.
• Identify and communicate the need for interpreter services and handle a wide variety of patient inquiries regarding physicians, services and logistics to ensure access to care with maximum throughput and minimal delay.
• Performs a variety of additional support and backup functions within the department, and provides cross-coverage as needed.
• Helps mentor new hires.
• Maintains expertise in PAS legal and compliance requirements; incorporates principles into workflows.
• Handles a wide variety of patient inquiries regarding services and logistics to ensure patients can access care with maximum throughput and minimal delay.
• Recruits and trains patients to access My UH Care Personal Health Record.

Additional Responsibilities

• Exceeds achievement of productivity and quality standards.
• Subject matter expert in computer applications used by PAS, insurance/government regulations, and UH/PAS policies/procedures used within the department.
• Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency.
• Maintains a clean and organized work area. Will be cross-trained to perform other duties as assigned.
• Actively participates in UH emergency preparedness.
• May be scheduled to work at off-sites.
• 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.