People from various walks of life have joined the Banner mission, and they all have the same objective: to improve people’s lives by making health care more accessible. We want to hear from you if you would want to contribute to the improvement of health care.
Healthcare Schedulers are needed for our Contact Center at Banner Health. In a fast-paced setting that requires the agent to think quickly, critically, and ethically while delivering great service across the customer journey and overall experience, a dynamic individual for this post will interact directly with patients and coordinate provider schedules.
This role will use your current skills to assist several clinics and health facilities around the valley and offers a wealth of opportunity to learn about the patient healthcare experience in an ambulatory call center setting. ???? We are using technology to develop and give our customers the greatest possible experience in collaboration with our business partners. ???? We are pleased to offer our future goal of simplifying healthcare so that people may live better lives, since we are the biggest healthcare employer in Arizona.
This is a remote position. The Center is open Monday through Friday from 8 a.m. to 5 p.m.
SUMMARY OF THE POSITION
This position is in charge of scheduling across the system for physicians, medical facilities, and medical practices, including but not limited to facility resources, physicians, authorizations, insurance verification, benefits, and setting payment expectations to ensure an exceptional customer experience at each point of service. Using a broad understanding of customer engagement strategies, clinical procedures, and company facilities, this position provides accurate and timely information to create an easy, empathetic, and market-differentiated experience.
PRIMARY FUNCTIONS
- Coordinates patients, providers, facility resources, ancillary staff, records, referrals, authorizations, and payers to schedule medical appointments. Receives and initiates calls to and from patients, providers, provider offices, and facilities, all while adhering to all established scheduling procedures and protocols to ensure patients receive the care they require, when and where they require it.
- Effectively schedules appointments, tests, and/or procedures using various electronic medical record/scheduling software systems in accordance with clinical staff protocols and scheduling standards. Identifies alternative schedule solutions in the event that the patient’s preferred schedule is not available, all while adhering to procedures and protocols and ensuring patient safety.
- Obtains patient demographics, insurance information, and documents needed to secure authorizations, referrals, or other data as determined by various facilities and insurance carriers. Obtain and properly document all necessary and accurate data during the intake/registration process. In accordance with procedural guidelines, collects and documents pertinent patient medical information.
- Patients are given information, pre-and post-test instructions, as well as the location of their appointment and directions. This position responds to questions in accordance with guidelines and protocols. As needed, refers questions to medical offices. Ensures that the patient has??? There are no surprises??? at the point of service by establishing payment expectations and, where applicable, providing estimated payment detail
- Effectively communicates and builds impactful relationships with patients, facilities, providers, and other clinical colleagues via written, digital, and verbal channels to ensure an easy, empathetic, solution-oriented patient experience, including but not limited to phone, chat email, electronic medical record messaging, and other digital channels. Anticipates and responds to patient and provider needs.
- In the document imaging software system, solicits, labels, stores, and manages scanned documents and orders received from physician offices. Ensures that all necessary documents are received prior to appointments and that orders are in accordance with each facility’s policies.
- Collects pre-payments and verifies insurance coverage as needed to ensure??? no surprises??? and make the patient more comfortable
- Inbound and outbound customer and staff communications are provided for all facilities in the states where they operate. Collaborates with other departments and staff to provide accurate managed care information.
MINIMUM REQUIREMENTS
High school diploma/GED or equivalent work experience
- A minimum of one year of customer service or related experiences in a healthcare setting, such as a medical office/clinic or hospital scheduling, is required. Other acceptable experience includes lab work, medical transcription, working as a medical assistant or receptionist in a medical setting, or other comparable work. Ability to use technology tools to research and obtain accurate information in order to respond to customer inquiries via incoming calls, emails, and/or instant messaging/chat avenues while maintaining professional solutions and a service-oriented demeanor at all times.
- The ability to effectively build customer loyalty through positive customer interactions and provide a simple experience. The ability to use a computer and type must be demonstrated.
- Maintaining a positive and helpful attitude with customers, providers, and clinic operations requires excellent interpersonal and communication skills. Must be able to follow oral and written instructions as they relate to the above-mentioned functions. Must be able to learn and apply a thorough understanding of the company’s customer information systems. Excellent organizational and time management skills are required. It is necessary to have accurate and efficient keyboarding skills, as well as the ability to work effectively with common office software. Effective teamwork skills, as well as the ability to meet deadlines and productivity standards, are required.
DESIRED QUALIFICATIONS
Experience working in an inbound call center or as a scheduler in a practice management setting is preferred. Understanding of payor contract terms and processes is preferred. Some knowledge of medical terminology is strongly preferred. It is preferable to be familiar with payor contract terms and processes.
Banner Health Information:
What might entice you to work at Banner Health? Of course, it’s a fantastic healthcare career—and a fantastic place to live at any age. There is a health care career for everyone in the West, from big city living in Phoenix to friendly small towns in the mountains and plains. Banner Health, as one of the largest nonprofit health systems in the country, provides both the stability that comes with success and the opportunity to explore new areas of the country. If you want to be a key contributor to a forward-thinking organization, you’ll gain a variety of professional benefits.
Frequently asked Questions:
1. What does a Healthcare Scheduler at Banner Health do?
A Healthcare Scheduler coordinates patient appointments, manages provider calendars, handles referrals and authorizations, and ensures a seamless experience across clinics and facilities using electronic medical record systems.
2. What kind of experience is preferred?
Preferred experience includes working in an inbound call center, scheduling in a clinical environment, knowledge of medical terminology, and familiarity with insurance/payor processes.
3. What makes Banner Health a good place to work?
Banner Health is one of the largest nonprofit health systems in the U.S., offering job stability, competitive benefits, diverse work environments from city to rural and a strong commitment to innovation in patient care.
