The Principal Customer Appointment Specialist is responsible for scheduling for the multiple departments which constitute their â€œPodâ€ throughout their shift. They are also responsible for having expertise to schedule for at least two additional specialties outside of their Pod. They must remain current with knowledge and skill to support the health system, providers, and department protocols and have the ability to use a myriad of systems that are essential to accurate scheduling. Principal Customer Appointment Specialists must be intuitive to the callerâ€™s needs regarding appointments requests as well as other needs such as directions, site navigation, preparatory instructions and other key information.
The Principal Customer Appointment Specialist acts in coordination with the patient care team, by providing real time service support and seamless delivery of the world's best appointment booking experience as the main focus of each call handled!
Using required knowledge and leveraging exceptional listening, communication, anticipatory process and solution skills the Principal Customer Appointment Specialists are dedicated to providing an unsurpassed first impression for our patients, customers and physicians.
Principal Customer Appointment Specialists will manage complex appointment scheduling events linking primary care, consults and ancillary services. The outcomes of their expertise and ability to deliver single call solution for each interaction will demonstrate seamless access and communication, resulting in satisfied customers.
The greatest value that the Principal Customer Appointment Specialist brings to the patient is to provide efficient, effective service in warm and friendly manner.
Assist each patient/family who calls for an appointment while providing the highest level of personalized customer service
Creates a sense of care for the patient through active listening and excellent communication and closure skills.
Must be able to review medical necessity for services and determine financial responsibility,
Explains pre-appointment clinical preparation requirements such as fasting and fluid consumption.
Provides patient education about third party coverage and liabilities; communicate possible payment options. 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
Maintains up-to-date knowledge of computer systems, insurance/government regulations and UH/PAS policies/procedures used within the department
Meet or exceed productivity and quality standards within first 90 days of employment and ongoing
Understand caller needs and quickly helps to complete and/or transition the call seamlessly as appropriate
Understand and appropriately escalate to supervisors for support when needed quickly and seamlessly to meet and recover any service delivery.
(This role encounters Protected Health Information (PHI) as part of regular responsibilities. UH employees must abide by all requirements to safely and securely maintain 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.)
High School diploma or GED required. Degree or progress towards degree strongly preferred. Completion of medical terminology coursework preferred.
Minimum 2 years of experience in patient registration, scheduling, banking, office, customer service, sales or related field using computers required. Basic knowledge of medical terminology, and patient scheduling experience required. Proven knowledge of third party payer and managed care insurance requirements required. A bachelorâ€™s degree will be accepted in lieu of 1 year of work experience.
Demonstrated ability to use PCs, Microsoft Office suite, and general office equipment (i.e. printers, copy machine, multi-line phone, FAX machine, etc.) required. Experience using clinical computer systems required. Must be detail-oriented and organized, with good analytical and problem solving ability. Notable client service, communication and relationship building skills required. Ability to function independently and as a team player in a fast-paced environment required. Must have strong written and verbal communication skills. Professional demeanor required.