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JOB SUMMARY

Telephone Scheduler is responsible for handling all calls coming into the Call Center; providing outstanding and professional Customer Service to all callers. Schedules patient appointments and enters/verifies patient demographics. Takes accurate phone messages and routes appropriately.

JOB RESPONSIBILITIES

• Utilizes Centricity Business Practice Management System, registers patients according to standard procedures.
• Schedules appointments for patients of each division.
• Maintains patient bump list.
• Scans and files administrative and medical information in patient’s medical record.
• Makes appointment reminder calls to patients with upcoming appointments.
• Responsible for informing physicians of hospital consults in a timely fashion.
• Ensures availability of treatment information by filing and retrieving patient records.
• Responds to our customer’s needs in a way that demonstrates the care, courtesy and respect they deserve. Provides our customers with prompt service.
• Listens attentively to our customers in order to fully understand their needs.
• Our messages to customers and team members should be delivered with courtesy, clarity and care. We communicate pertinent clinical/work status information to employer and other team members as assigned.
• Interacts effectively and in a supportive manner with persons of all backgrounds.
• Respects and maintains privacy and dignity of patients; assures patient confidentiality at all times.
• Provides efficient and professional telephone services
• Maintains forms and office supplies required for call center activities
• Participates in staff and educational meetings.
• Maintains operations by following policies and procedures; reporting needed changes.
• Contributes to team effort to assure excellent patient care and service
• Performs other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

• High School Diploma or GED
• 2 years plus experience working in a multispecialty clinic
• Understanding of medical terminology
• Previous call center experience a plus.

KNOWLEDGE, SKILLS, & ABILITIES

• Initiative, communicator, problem solver
• Proactive - anticipates and plans for problems before they arise
• Service Excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate information
• Organized – manages time effectively, keeps tasks appropriately prioritized
• Flexible – ability to change directions as needed for the good of the department or organization
• Critical Thinking – ability to think through issues and identify appropriate options
• Work Ethics – motivated, diligent, industrious and persistent in the workplace, stays on tasks to completion, works at a fast pace to ensure optimal efficiency
• Interpersonal – can build effective, strong working relationships with employees, colleagues, management and vendors through trust, communication, and credibility
• Team – ability to work with others, serve others, help others, lead others, mentor others, take directions from others in the interest of moving process and programs forward to the desired outcome.
• Emotional Intelligence – ability to not take issues personal, see the big picture in emotionally charged situations and respond in a mature, professional, composed manner
• Self-Awareness – ability to reflect, understand limitations, and seek appropriate assistance and guidance
• Judgment – exercises discretion and due diligence when making decisions and recommendations
• Quality – is able to perform work in a neat, efficient, well-coordinated, well communicated manner with a high degree of accuracy and professionalism
• Presentation – can speak in front of people to deliver necessary material or messaging
• Ability to influence professionals of senior management level.
• Solid sense of confidentiality and discretion.
• Exceptional interpersonal, leadership, and communication skills.

WORKING CONDITIONS

• Working conditions are normal for a health care environment.

JOB REQUIREMENTS

• Candidates upon hire will complete an electronic I-9 verification.

• Only those candidates whose experience best meets our requirements will be contacted.
• University of Louisville Physicians is an Equal Opportunity Employer.
• Current UofL Physicians employees must follow the UofL Physicians Internal Transfer Policy.