The Seacoast Cancer Center at Wentworth-Douglass Hospital provides the most comprehensive program of medical and radiation oncology in the Seacoast of NH and Southern Maine. Our services include diagnostic testing, chemotherapy services, radiotherapy services, clinical trials and a full complement of support services designed to meet the specials needs of our patients and families.
1. Demonstrates consistent and appropriate techniques to gather information to schedule appointments and tests.
o Answers telephone per hospital customer service standard and returns calls in a timely manner.
o Manages daily schedule for physicians by following clinic guidelines in place related to volume, hours, availability and other related scheduling guidelines.
o Creates and manages scheduling guidelines on clinic schedules to block specific time frames for meetings, scheduled time off, conferences, and designated time slots.
o Coordinates new patient consults with referring offices. Obtains accurate patient demographics, insurance, medical records, images, and referrals prior to scheduling first visit. Provides copy of complete intake sheet for monthly data collection.
o Schedules and coordinates appropriate clinic visits in IMPAC based on physician's observation order. Coordinates with primary nurse additional orders needed. Moves observation date on order as required.
o Schedules and coordinates clinic appointments for genetic counselor visits. Provides alternate site information and coordinates appointment for patient if needed.
o Schedules and coordinates appointments for clinics, multidisciplinary clinics, and conferences in conjunction with nursing staff.
o Schedules and coordinates outside testing based on physician orders. Documenting updates in the patient's QCL. Obtains insurance pre-authorizations as needed.
o Schedules and coordinates outside referral appointments to tertiary care facilities, palliative care, general surgery and other specialty offices. Includes review of insurance coverage limits and coordinating referrals with PCP office.
o Schedules and coordinates Care Van rides for patients with scheduled appointments in the SCC.
o Document in the QCL, any patients needing future appointments when physician's schedule is not available in IMPAC.
2. Demonstrates competence in performance of duties related to data collection.
o Verifies insurance information and coverage for imaging appointments and office visits. Documents authorization and referral in IMPAC for future reference.
o Ensures all records and images are present for physician's review prior to consult.
o Documents updates to patient scheduling via the QCL for co-workers and nursing staff reference.
o Reviews and provides radiology with most recent safety screening questionnaire reviewed with patient and identifies concerns.
o Monitors and updates patient creatinine. Coordinates results with Imaging Services prior to patient appointment.
o Obtains and provides medical records with HIPAA compliant authorizations as needed to obtain medical records.
o Collects and reviews observation orders from physicians to determine next steps in the scheduling process.
o Runs required reports related to scheduling and billing procedures. Audits daily charges to ensure correct billing prior to export. Coordinates missing charges with coding, physician and nursing staff.
o Compiles and coordinates daily billing information related to physician professional fees for the coding department.
o Reviews and updates daily technical billing charges for appropriate levels and adjusts as necessary prior to daily export.
o Assists with updating policies and procedures related to scheduling functions.
o Provides corrective action in sharing ideas to identified issues.
3. Demonstrates competency in using computer systems, office equipment and resources to facilitate daily operations of scheduling.
o Understands and utilizes IMPAC, NexGen and Sorian to perform daily functions, tasks, scheduling, data collection and patient demographics.
o Ability to utilize, troubleshoot and coordinate tickets with Information Systems on all equipment used such as pc, printers, fax machines, and phones.
o Ability to utilize Microsoft Office, IMPAC, Soarian and other office or hospital issued software utilized in the SCC.
o Ability to manipulate and manage excel spreadsheets for the use of conferences and data collection
4. Demonstrates clear and open communication with patients, physicians, clinical staff, support staff, other departments within WDH, and outside contacts.
o Clearly identifies next appointment for patient both verbally and in writing during the check out process. Provides patient with appointment card.
o Informs patient of lab requirements prior to next visit or next scheduled diagnostic exam.
o Coordinates all testing and appointments under the direction of the physician for all SCC patients.
o Provides support to co-workers when in need. Assists with workload and assignments when time allows.
o Is collaborative and respectful with departments, staff and offices in a way that supports teamwork.
o Maintains strong working relationships with physicians and clinical staff to ensure open daily communication is taking place to enhance safety and patient care.
o Provides patients and patient family members with outstanding customer service.
o Provides immediate follow up to patients with questions, concerns or rescheduling needs.
5. Demonstrates organizational skills to promote a smooth functioning office.
o Files, collates, photocopies and electronically manages reference documents and procedures related to scheduling.
o Maintains work area in a professional and organized manner.
o Maintains a HIPAA compliant work area, related to patient documentation and verbal communication.
o Maintains organized file of Imaging Service Orders and Screeners for upcoming scheduled diagnostic exams.
o Assist with training and orientation of new staff to the department.
o Informs supervisor when supplies are needed to maintain adequate par levels.
o Assists supervisor with data collection and office support as needed.
o Maintains organized file of Imaging Service orders and screeners for upcoming scheduled diagnostic exams.
Experience Minimum Required
• 2 years in a healthcare office setting supporting patient's directly, and via phone with scheduling needs.
• Proficient with Microsoft excel, word and ppt.
• Over 3 years in a multi-entity scheduling office.
Education Minimum Required
• High School or equivalent.
• Medical Terminology.
• College Degree.
Special Skills Minimum Required
• Ability to initiate conversations and answer questions from medical personnel; ability to handle sensitive issues with a calm reassuring demeanor.
• Ability to problem solve; ability to work under stressful demanding situations; ability to work within a team concept.
• Ability to interact effectively with people of various backgrounds, skill levels, and value system.
• Typing speed of 45 wpm.
• Computer manipulation, verbal and written communication skills, mechanical aptitude.
• Ability to make effective judgements and decisions based on objective criteria.
• Ability to perform excellent internal and external customer service.
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