Secretary - Intake Scheduler

About This Role

Joining the team as a Secretary I-Intake/Scheduler, you will perform a variety of front-end administrative tasks to support practice operations. This includes greeting patients, answering calls, scheduling patient appointments, and other administrative duties as needed in a multispecialty medical office.

Responsibilities

• Schedule appointments for visits, treatments, and procedures
• Review appointment confirmation responses and manage waitlists
• Communicate with patients on upcoming scheduled visits, including instructions, preparation, and forms
• Obtain authorizations for services as needed
• Answer calls and take messages
• Address questions or route messages to appropriate contact in a clear and timely manner
• Handle faxes and mail
• Prepare standard letters and forms as needed
• Support patient access activities (i.e., greet patients, collect information, answer questions, direct requests for assistance to the proper individual)
• Answer phones and screen incoming calls
• Provide information, take messages, or redirect calls to the appropriate person
• Maintain cooperative and professional relationships with physicians, nurses, and office staff
• Exercise skill in prioritizing assignments to complete work in a timely manner when there are changes in workload, assignments, pressures of deadlines, competitive requirements, and/or a heavy workload
• Demonstrate communication skills: using appropriate vocabulary and grammar when obtaining and conveying information to patients, physicians, nurses, and staff at various levels; in person, over the phone, in writing, and in electronically sent messages
• Participate in training staff in registration and office policies and responsibilities
• Assist, provide guidance, and/or train less senior staff
• Review all assigned in-basket messages and patient emails before routing to the appropriate provider, which includes staff messages, appointment notifications, etc.
• Provide patients with non-clinical instructions for any upcoming appointments/procedures
• Promote the use and sign-up of MyChart
• Follow scanning guidelines and best practices for importing outside documents (results, records, forms, etc.)
• Review the waitlist periodically and ensure patients are being called and offered appointments
• Reschedule patients when physicians are out or blocking their schedules
• Organize and distribute mail and faxes
• Have a general knowledge of the practice/physician specialty including conditions and treatments and scheduling scripts
• Manage the physician's calendars including creating and sending calendar invites