LECOM Institute for Behavioral Health Scheduler

LECOM Institute of Behavioral Health Outpatient is seeking an enthusiastic professional to join our growing outpatient clinic. Full-time 1st shift.

SUMMARY: The BH Clinic Scheduler has an overall responsibility of maximizing accessibility to the clinic by managing the schedules of providers and ensuring patients are seen within recommended clinical timeframes designated by prescribing physicians and CRNPs. The position facilitates timely checkout from the practice and providers superb customer service with patients, caregivers, and collaborating professionals.

MAIN DUTIES AND RESPONSIBILITIES:

Customer Service

· Respond to incoming clinic calls and messages about scheduling in a professional and courteous manner.

· Clear voicemails at least three times per day and maintain log of time to resolve all scheduling-related messages.

· Assist callers of the clinic with general information about the LIBH practice.

· Protect patients’ rights by maintaining confidentiality of personal and financial information.

· Facilitate efficient and attentive check-out process.

· Notify Clinic Director of urgent patient needs, complaints, and/or safety issues.

· Fulfill receptionist duties during breaks and/or reception staff time off.

Scheduling

· Oversight and ownership of medication management and Resident therapy schedule to assure all scheduling parameters are being monitored, schedules are correct, and patients are scheduled in accordance with time frames outlined by providers.

· Maintain updated information on provider schedules ensuring patients are scheduled properly (by age, insurance, capacity, etc.).

· Distinguish the priority of patients’ needs to determine when an immediate slot should be found and offered.

· Assist providers and patient callers with scheduling and rescheduling appointments.

· Proactively coordinate with Clinic Director and team to ensure psychiatric time is fully utilized.

· Maintain a backfill strategy/list for each provider.

· Monitor and document all missed appointments. Contact all patients that cancelled or did not show to their appointment to reschedule and document attempts in patient chart.

· Resolve scheduling conflicts as they occur.

· Process and monitor provider PTO and CME requests, as well as the Resident post call calendar, and schedule blocks needed for meetings.

· Liaise and coordinate with Clinic Director, Medical Director, and/or Clinic Operations team about provider schedules, change requests, schedule strategy.

Electronic Health Record Documentation

· Utilize electronic health record to message staff regarding patient scheduling needs/requests.

· Document in patient chart about specific patient needs, pertinent updates, etc. at the time of scheduling/rescheduling.

· Coordinate with receptionists to reconcile daily encounters when conducting day end review.

Clerical

· Maintain logs of required data as needed.

· Submit routine reports as requested by Clinic Director, Medical Associates of Erie (MAE) and/or MCH.

OTHER DUTIES

· Personally adhere to LECOM Health’s mission, vision, philosophy, guiding principles and core values.

· Maintain patient confidentiality as required by the MCH policies and HIPAA.

· Understand and adhere to the professional policies and standards in the MCH Employee Handbook.

· Act as a goodwill ambassador for the clinic, the hospital and LECOM Health by promoting awareness to the patient of all physicians and services LECOM Health provides.

· Attend staff meetings, required supervision meetings, and any/all other relevant meetings.

· Provide coverage at other locations and other roles when needed.

· Pursue professional development opportunities, both individually and as deemed appropriate by supervisor.

· All other duties as assigned.

SKILLS/KNOWLEDGE

· Required

o High school diploma or equivalent

o Front desk and/or customer service experience.

· Preferred

o Scheduling experience.

o Formal clerical or secretarial skills training program outside of high school.

o Behavioral health experience helpful, but not required.

· Demonstrates sensitivity in relating to and working with persons of varying backgrounds, strengths, aptitudes, and abilities.

· Excellent interpersonal skills.

· Ability to multi-task

· Ability to organize his or her time to ensure maximum efficiency in clinic operations in the allotted working day.

· Presents self in a professional manner; contributes to positive work environment.

· Knowledge of clinic services and medical terminology.

· Telephone etiquette/customer service skills and proficient in Word/Excel.

Additional Requirements:

· Provide current Act 33/34 and FBI clearances upon hire.

· Provide and/or complete Mandated Reporter training.

· Complete crisis de-escalation management and training.

· Must have valid current insurance coverage and reliable transportation.

· Remains in compliance with annual training plan requirements.

· Adheres to practice dress code.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

· Frequent standing/walking/sitting.

· Frequent use of the phone system.

· Occasionally lifting or items of light to medium weight (up to 25 lbs).

· Occasional reaching, stooping, bending, kneeling, crouching.

· Primarily medical office space, subject to many interruptions. Interactions with members of the public.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skill required of personnel so classified.