Fairview has an immediate opening for a detailed Complex Scheduler to join our team in the Pulmonary Clinic located in Maplewood, MN! This is a 1.0 FTE (80 hours per two week pay period), benefits-eligible opening.
This role is responsible for scheduling and coordinating multiple services including but not limited to appointments, imaging, labs, procedures, surgeries, and treatments. The Complex Scheduler collaborates with providers, clinic staff, schedulers, across multiple different departments, locations, and outside organizations (when needed) to ensure services are timed, coordinated, and sequenced appropriately and all associated activities are complete.
Pre & Post-Appointment Support
- Serves as a single point of contact for coordinating appointments, procedures/surgeries, labs, imaging, or treatments.
- Accurately navigates and translates complex service protocols, tools, standard work, and information to ensure appropriate services are delivered.
- Maintains awareness of multiple contending situations needing attention and prioritizes to assure patients needs are met, while maintaining a cheerful, professional demeanor.
- Monitors, handles, and schedules/reschedules appointments from work queues or messages.
- Identify potential issues that could complicate care (i.e. insurance issues, adherence concerns).
Customer Service
- Patient has followed through on their labs, imaging, and appointments.
- Medical records (results, office notes, etc) are received on time and available to the provider/care team.
- Prior authorization is completed, if needed.
- Effectively communicates with customers in a professional and supportive manner.
- Provides patients with accurate information about their scheduled appointments, procedures, or tests, and in response to any associated questions they might have.
- Partners with customers to resolve questions, and concerns.
Prepares schedules for providers
- Prepares and updates the daily schedule/calendars for physicians who deliver care (procedures, surgeries, clinic appointments) at different locations such as outreach clinics, hospitals, procedure centers.
- Alerts physicians of changes or updates related to their schedules.
Epic in-basket and pool management
- Review and respond to patient's messages sent to the Epic in-box or through MyChart.
- Capture and document information to help facilitate communication between the patient/caregiver and care team.
- Ensure messages are addressed within standard timeframes and advance issues that need timely attention.
Required
- Two years’ experience, in a healthcare setting/practice:
- Templating schedules in Epic
- Familiar with basic medical terminology
Preferred
- Healthcare or business-related degree
- Three or more years' past experience work within healthcare using Epic Health Records
- Telephonic customer experience
- Proficient use of computer keyboarding and Microsoft office tools (Word, Excel, Outlook, Teams)
