• Medical Scheduling Coordinator

    Job Locations US-TX-Irving
    Job ID
    2018-1203
    Category
    Customer Service/Support
    Type
    Regular Full-Time
    Travel
    None
  • Company Overview

    Frontera Strategies is the leading Provider of In-Office Diagnostic Testing. Frontera provides physicians with a complete range of mobile diagnostic services to help accurately diagnose disease or identify a preventive course of action. Frontera brings the diagnostic expertise of heart, lung, vascular and neurological specialists into physicians’ offices. Making it easy for doctors and their patients, we use the latest equipment, clinical expertise and processes to help make patients healthy and physicians’ practices healthier.

    Position Overview

    Working under the supervision of the department manager, the Centralized Scheduling Coordinator (CSC) position is a multi-role responsible for Full Service, Prioirity1 (PRN) and No-Show/Cancellation account management.

     

    Full Service and Prioirity1 Account Management

    Providing exceptional customer service, this role is to be the main point of contact for all Full-Services and Priority1 clinics with a goal of maximizing the field techs schedule and increasing the response time to the practice.  This involves building strong relationships with the clinics by communicating with them weekly via phone to inform them of available days and reminding them of other studies we can perform.  This role oversees organizing and managing testing appointments for the clinics, patients and field staff.  This work is largely administrative, but also requires analytical and organizational skills.

     

    No Show/Cancellation Management 

    Providing exceptional customer service, this role is a fast-paced position responsible for managing all aspects of the NS/CX/Unrecognized tests with the purpose of reducing the NS/CX percentage by quickly rescheduling patients within 5 days and maximizing the field technician’s utilization. Being extremely organized and a self-starter is key to this roles success. This involves performing daily patient dashboard audits, contacting patients who need to be scheduled and verification of test completion. The key objective of this role is to schedule 100 % of all NS/CX/Unrecognized tests. Strong communication between practice, patient and field team is key. The responsibilities for this role will primarily be performed out of the corporate office.

     

    Responsibilities

    Full-Service and Prioity1 (P1-PRN) Account Management

    • Maximizing the utilization of all available field techs and P1 practices by taking all the administration from the clinics to schedule the patients.
    • Understand the field techs schedule on the calendar and the urgency of the appointment as determined by the patient’s needs. 
    • Keep online Tech Calendar updated to maximize accuracy.
    • Respond to phone calls and emails per specific guidelines approved by the clinical operations team.
    • Manages efaxes and distributes to appropriate staff by end of day if received by noon or by noon next day if received after 12pm.
    • Update new clinic information as needed to the Frontera Clinic Database.

    NS/CX Management

    • Perform daily patient dashboard audits to verify no patients are left in a scheduled status
    • Place patients in appropriate categories to ensure accurate follow up
    • Coordinate schedules of multiple practice sites and contact to verify patients are scheduled or need to be contacted and scheduled
    • Gather verified benefits information from insurance carriers, practice and patients for financial obligations of services and communicate to practice and patients regarding pre-certification, benefits, financial counseling and scheduling process.
    • Contact all patients in a NS/CX status and reschedule at the next available date within 24 hours of being entered into the NS/CX recovery database.
    • The goal is to collect or lock-in 100% when scheduling the patients. During financial counseling sessions, collect patient’s responsibility via telephone or instruct patients to bring required payments to their appointment.
    • Communicate clinical instructions needed for preparation of appointments and procedures.
    • Communicate practice trends/re-education opportunities to Account Managers
    • Accurately update patient information in practice management system and prepare weekly reports to management.
    • Communicate effectively with practice staff, physicians, patients, and be capable of establishing good working relationships with both internal and external customers

    Combined Responsibilities

    • Achieving or exceeding utilization goals each month by increasing NS/CX/P1 testing volume.
    • Verifies patient benefits for each patient as needed within required timeframe.
    • Contact patients to schedule diagnostic testing.
    • Make daily confirmation phone reminders to all rescheduled/P1 patients for the next day appointments.
    • Complete weekly reports for management indicating task accomplished (# calls per day, patient’s scheduled, No/Show Cancellations and Confirmation calls).
    • Responds to questions/issues regarding patient billing.
    • Regularly communicate with Account Manager, Field Operations Manager and Technicians

    Qualifications

    • Education:  High School Diploma or higher.
    • Experience: minimum of 1 to 3 years working experience in a health care business environment.
    • Excellent customer service phone skills portraying a positive, and service-oriented image to everyone.
    • Must have strong organizational skills with the ability to juggle multiple tasks at one time.
    • Ability to visualize, articulate, and solve both complex and uncomplicated problems and concepts, and make decisions that make sense based on the available information.
    • Ability to define challenges, analyze problems, and suggest solutions in a proactive and positive manner
    • High attention to detail in fast paced and dynamic environment
    • Ability to handle multiple tasks, work accurately under pressure to meet competing deadlines
    • Ability to communicate effectively with customers and employees of organization
    • Experience in Microsoft Office and Working knowledge of mobile diagnostic testing is a plus.

     

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