UofL Physicians

Telephone Scheduler

US-KY-Louisville
Job ID
2017-2690
# of Openings
1
Category
Front Office
Department
Ophthalmology - Downtown Office

Overview

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.

Responsibilities

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

Qualifications

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.

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