Scheduling and Results Coordinator II

Job Overview

This position is responsible to manage phone intake of customers while maximizing the available scheduling opportunities for TriHealth Occupational Medicine. In addition, the position will coordinate the results process by ensuring results are delivered to the customer in a timely and secure manner. Provides excellent customer service; answers questions and resolves issues while gathering information; enters registration data into the computer; schedules appointments; anticipates callers' needs; provides information; determines and triages calls; explains services; communicates effectively. and holds a comprehensive knowledge of all Occupational Medicine services.

Job Requirements

High School Degree
Proficiency in Spelling, Grammar, Typing and Transcription skills 
Accurate data entry skills 
Basic mathematical skills 
Communication and Interpersonal skills 
3-4 years experience medical/physician office setting

Job Responsibilities:

Compiles all BWC/MCO information, company forms and physical results as assigned.  Reports results by client preference and with departmental guidelines.  Checks for accuracy and has injury information ready for distribution to client company, managed care organization. Demonstrates organizational skills in the management of appointment scheduling and resulting and ensures a smooth and thorough process. Demonstrates strong customer service skills and appropriate judgement related to phone interactions. Answers phone calls promptly and courteously pertaining to setting up appointments. Relays accurate and complete messages to the appropriate person. It is flexible to meet department needs. Mentor new employees.

 Maintain/Achieve Customer Satisfaction Survey Targets Volume returned: -center specific-Quarterly goal is 10% of previous FY visits/month-? All Centers Goal customers highly satisfied -'5'- met. All Centers Goal of Client Companies highly satisfied with service -'5'- met. Schedules patient appointments in compliance with established guidelines.  Has ongoing knowledge of company protocols to determine amount of time and time of day appropriate for individual appointments. Follows scripting to ensure quality (accuracy of scheduling). 

Other Job-Related Information

Working Conditions

Climbing - Rarely
Hearing: Conversation - Consistently
Hearing: Other Sounds - Frequently
Kneeling - Occasionally
Lifting 50+ Lbs. - Rarely
Lifting <50 Lbs. - Occasionally
Pulling - Rarely
Pushing - Occasionally
Reaching - Rarely
Reading - Consistently
Sitting - Consistently
Standing - Rarely
Stooping - Rarely
Talking - Consistently
Use of Hands - Consistently
Color Vision - Rarely
Visual Acuity: Far - Frequently
Visual Acuity: Near - Consistently
Walking - Occasionally

TriHealth SERVE Standards and ALWAYS Behaviors
At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following: 

Serve: ALWAYS…
•Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
•Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
•Refrain from using cell phones for personal reasons in public spaces or patient care areas
Excel: ALWAYS…
•Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
•Offer patients and guests priority when waiting (lines, elevators)
•Work on improving quality, safety, and service 
Respect: ALWAYS…
•Respect cultural and spiritual differences and honor individual preferences.
•Respect everyone’s opinion and contribution, regardless of title/role.
•Speak positively about my team members and other departments in front of patients and guests.
Value: ALWAYS…
•Value the time of others by striving to be on time, prepared and actively participating.
•Pick up trash, ensuring the physical environment is clean and safe.
•Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.
Engage: ALWAYS…
•Acknowledge wins and frequently thank team members and others for contributions.
•Show courtesy and compassion with customers, team members and the community