Scheduler, Northside Hospital Cherokee Interventional Pain & Spine Care Center

Northside Hospital is award-winning, state-of-the-art, and continually growing. Constantly expanding the quality and reach of our care to our patients and communities creates even more opportunity for the best healthcare professionals in Atlanta and beyond. Discover all the possibilities of a career at Northside today.

PRIMARY DUTIES AND RESPONSIBILITIES

Surgery

1. Is cross-trained to understand scheduling protocols for GFS, TFS, MM, and OP BX Surgical suites comprised of 11 specialties and 29 operating rooms and a mobile Lithotripter.
2. Is cross-trained to understand scheduling protocols for all Northside Hospital surgical facilities pre assessment areas.
3. Determines staff availability and schedules surgical and pre assessment appointments.
4. Schedules surgical procedures and equipment for multiple surgical facilities. Ensures physician's request for equipment and instruments can be granted.
   1. Must possess ability to conflict check equipment, surgeon, or time history
5. Notifies materials management or appropriate staff member when scheduling procedures requiring special equipment or implants, and follows up to assure its availability.
6. Resolves all scheduling conflicts and works directly with other ancillary departments and all Northside Hospital surgical facilities to assure easy accessibility for both patient and physician.
7. Telephones surgeons’ offices daily to confirm surgical appointments.
8. Cross-references surgical procedure with pre assessment appointment. Telephones patients to schedule or confirm pre assessment appointment.  Provides patient with information and instructions as appropriate to procedure or appointment.
9. Maintains log of operative records, laser usage, Lithotripsy patients and implant log for all Northside Hospital surgical facilities.
10. Ensures patient charge documents are available for each surgical procedure performed.
11. Responsible for the intraoperative billing process of surgical patients. This process includes the charging of surgical and anesthesia supplies, operating room and anesthesia time charges, and implanted devices.
12. Performs daily audits on patient charging to ensure accuracy and completeness of all records.
13. Works directly with internal auditor on a daily basis to resolve insurance audit issues.
14. Functions as ancillary scheduling department for anesthesia. Schedules all C‑Sections and Radiology, GI Unit, and Cardiology exams requiring anesthesia.

15. Acts as a Surgical coordinator to interface with the following areas:
    1. Admissions
    2. ER
    3. Patient Floors
    4. All ancillary departments.
16. Acts as the direct surgical liaison for all office managers and physicians.
17. Works directly with medical staff office to assure physicians, contract personnel and NPP's have appropriate delineation of privileges.
18. Prepares, verifies, and distributes surgical and pre assessment schedules to appropriate areas.
19. Coordinates and verifies the scheduling of contract personnel and services.

Radiology

SCHEDULING

1. Answers 85-100 calls per day in a timely manner, utilizing appropriate customer service.
2. Efficiently utilizes computerized scheduling system.
3. Coordinates examination sequencing in cases where multiple examinations are required for an individual patient. Follows special instructions to ensure that preparations for one exam do not obscure results of other scheduled exams.
4. Applies specific criteria to ensure correct equipment and procedure rooms are scheduled.
5. Supplies patients with correct instructions and reviews instructions with patients. Is able to answer routine questions concerning nature or length of procedure.  Discerns when questions require referral to technical/medical staff.
6. Telephones physician offices and obtains patient information necessary for proper scheduling of examination if necessary.
7. Prints radiology schedules as requested.
8. Completes appropriate paper work for biopsies and invasive breast procedures.
9. Accurately documents scheduling conflicts for supervisory override.
10. Attends required number of Staff and Departmental meetings to meet expectations. Catalogs information provided as scheduling changes and updates occur to ensure they are providing current information to callers.
11. If orders are emailed, ensures that orders for scheduled radiology procedures are available in the Image Freeway system. Makes sure orders match scheduled procedures and consults with physician office to resolve discrepancies.  Obtains missing orders from physician office.
12. Obtains patient information necessary for proper scheduling of examination if necessary.

DATA ENTRY/RETRIEVAL

13. Enters Radiology non-pharmacy drug charges into HMM.
14. Prints reports for patients scheduled with Medicare insurance, inputs Medicare information into database to ensure medical necessity for exam before date of exam.
15. Inputs data into Mammo Backlog report for manager to review for any excessive backlogs for all mammo locations.
16. Scans completed scheduled orders, precert notes and other pertinent patient information into Image Freeway
17. Utilizes Image Freeway to print reports to identify patient orders that need to be scheduled and/or precerted.
18. Utilizes One Call to determine if the patient has been scheduled and print the order if patient has not yet been scheduled
19. Sorts the orders for distribution to Precert or Schedulers.
20. Faxes completed scheduled orders back to physician offices.

PRECERT

21. Precerts 40-50 patients per day utilizing various methods (insurance websites/phone/email) for preauthorization.
22. Utilizes proper CPT and ICD-10 codes for accurate precertification.
23. Answers 10-15 calls from the Precert queue, utilizing appropriate customer service
24. Obtains patient information necessary for proper scheduling of examination if necessary.
25. Receives, reviews and archives outpatient radiology schedules to identify accounts/cases requiring precertification.

1. Receives requests for precertification assistance from physician office.  Gathers clinical information and works directly with insurance companies to obtain precertification authorization on behalf of the physician.

27. Receives requests to obtain precertification for same day add-on patients. Gathers clinical information and works directly with insurance company to obtain precertification approval.
28. Communicates and follows-up with physician offices, hospital departments and insurance companies to determine whether precertification has been initiated. If precert has not been initiated, works directly with insurer to obtain precertification approval and ensure reimbursement.
29. Efficiently utilizes computerized scheduling system to book radiology procedures at Hospital and outpatient imaging centers
30. Coordinates examination sequencing in cases where multiple examinations are required for an individual patient. Follows special instructions to ensure that preparations for one exam do not obscure results of other scheduled exams.
31. Supplies patients with correct instructions and reviews instructions with patients. Is able to answer routine questions concerning nature or length of procedure.  Discerns when questions require referral to technical/medical staff.
32. Obtains patient information necessary for proper scheduling of examination if necessary.
33. Completes appropriate paper work for biopsies and invasive breast procedures.
34. Accurately documents scheduling conflicts for supervisory override.
35. Ensures that orders for scheduled radiology procedures are available in the Image Freeway system. Makes sure orders match scheduled procedures and consults with physician office to resolve discrepancies.  Obtains missing orders from physician office.
36. Attends required number of Staff and Departmental meetings to meet expectations. Catalogs information provided as scheduling changes and updates occur to ensure they are providing current information to callers.

SCREEN ATLANTA

37. Coordinates and schedules Van locations (Kroger locations, Corporations, Community Events) and sends out confirmation information packets to each client prior to date of service. Makes reminder phone calls to patients. Ensures that all Film Management functions are performed prior to the day of service to include ordering mammograms and compiling related paperwork. Converts each patient STAR account from PRO to OP and completes admission functions (corrections, scanning, etc.) as applicable upon provision of services.

38. Manages and tracks grant funding activities associated with the Breast Care Program. Duties include managing budgets (reviewing expenses and tracking expenses against budget), tracking expenditures accurately for each funding source and providing both summary and detailed grant management reports (monthly internal reports, semi-annual grant progress reports, etc.). Recording time devoted to work associated with grants in the Time and Effort system.
39. Prepares and maintains databases to generate required grant reports to include patient demographic information and funding utilization. Ensures that patients qualify for Breast Care Funds and are pre-registered prior to the provision of services.
40. Maintains a thorough understanding of how direct and indirect costs are defined, composed, allocated, and charged to active grants. Ensures compliance with contractual agreements both grant and professional fee contracts (Pathology and Radiology) when requisitioning grant funds.

RADIATION ONCOLOGY

1. Schedules new patient office visits, consults, re-evals and follow up appointments for all four Radiation Oncology locations.
2. Ensure consistent scheduling processed throughout the four Radiation Oncology locations.
3. Determines physician’s availability and follow physician’s templates to schedule appointments.
4. Open PRS accounts in STAR.
5. Resolves scheduling conflicts and works directly with the supervisor, staff, and the physicians.
6. Email or mail out registration forms to patients.
7. Obtain prior authorization for services provided in the Radiation Oncology Department.
8. Coordinate peer to peer reviews between insurance carriers and the physicians.
9. Provide excellent customer service to patients as well as internal and external customers.

FAMILY CENTERED CARE

1. Completes monthly staff schedules for all staff and all shifts in accordance with staffing targets, and departmental policies giving consideration to employee requests.
2. Updates monthly staff schedule with changes daily, and audits payroll periodically to assure accuracy.
3. Collaborates with staffing specialist to insure coverage but maintain retention of employees.
4. Maintain data base of staff by hire date and contact information.

1. Communicate needs to staff in a timely manner.

6. Uses fair and consistent practices when developing schedule and addressing requests from staff.
7. Anticipates staffing shortages and consults department management appropriately for resolution.
8. Identifies needed changes that would improve efficiency of scheduling large volume of staff.

REHABILITATION SERVICES

1. Provides centralized scheduling support across the system
2. Answers 50-75 calls per day in a timely manner, utilizing appropriate customer service, and

     within telephone service performance standards.

3. Competently and efficiently utilizes all computerized systems, tracking tools and logs.
4. Completes all phases of scheduling, precertification, preauthorization, registration, and

     collections required by patients seen within rehabilitation services

5. Responsible for management of patient records, and completion of patient charges and

     monthly patient chart rollovers.

6. When necessary, telephones physician offices and obtains patient information/orders required

      for accurate scheduling.

7. Contacts all new patients to schedule initial evaluation appointment within 24 hours of

      referral. Provides correct appointment related instructions, and reviews with patients.  Is able  

      to answer routine questions concerning nature or length of services provided.  Discerns when 

      questions require referral to a clinical resource

8. Resolves scheduling and insurance conflicts and works directly with supervisor
9. Assess’ patient needs regarding language interpretation services.  Informs patients of their  

      rights and services provided by NH Interpretation Services. Schedules interpreter

10. Communicates throughout the day and uses good hand off communication when necessary

      with supervisor, peers, clinical staff, patients and family members

11. Assists with maintaining inventory levels and maintains appropriate volume of office

      supplies and medical record forms

12. Promotes the continuous quality improvement process in all daily service issues and problem

      solving opportunities both department specific and hospital wide.

13. Provides excellent customer service using AIDET principles and executes service recovery

      when needed

14. Attends required Staff and Departmental meetings to meet expectations

PAIN TREATMENT AND SPINE CENTERS

Position may be in call center or medical office.

1. In centralized scheduling/call center environment, answers 50-100 calls per day in a timely manner, utilizing appropriate customer service and within telephone service performance standards.
2. Must demonstrate ability to sign on and navigate all insurance/Medicaid web portals for eligibility, precert and referral notification.
3. Has working knowledge of Precertification process and Referral updates in all aspects of the Pain Treatment and Spine Centers as needed for reimbursement of services.
4. Determines staff availability and schedules procedural and pre assessment appointments.
5. Resolves all scheduling conflicts and works directly with other ancillary departments and all Northside Hospital facilities to assure easy accessibility for both patient and physician.
6. Cross-references procedure with pre assessment appointment. Telephones patients to schedule or confirm pre assessment appointment.  Provides patient with information and instructions as appropriate to procedure or appointment.
7. Interacts with Physician offices, Interventional Pain Treatment Physicians and staff for the purpose of scheduling procedures and office visits.

8. Greets public, Physicians, management and associates. Displays ability to use all channels of communication to address inter-and intra-department concerns, problems and conflicts as indicated by positive response of all parties.
9. Ability to handle multiple priorities (under some pressure) in a busy environment.
10. Displays integrity and honesty in relationships with patients, visitors and co-workers. Physicians and ancillary departments in handling difficult situations.
11. Answers telephone in a professional manner, redirecting calls and/or taking accurate messages.
12. Places patient related telephone calls as requested by Physicians and staff .
13. Receives, sorts and routes incoming and outgoing mail, faxes and reports.
14. Assists in data retrieval and compilation as requested by Physicians and staff.
15. Assists in assembling and maintaining patient office records and procedure files as per policy.
16. Assists in controlling access to medical records to those individuals that are authorized (request and confirms identification of individuals accessing medical records).
17. Maintains confidentiality in all aspects of job as related to HIPPA regulations and policies.
18. Complies with NH Quality and Patient Safety requirements regarding all applicable Red Rules, such as verifying patient’s identity using two patient identifiers. This applies to phone and in person interactions.
19. Maintains an uncluttered, neat and clean office workspace and perform other general cleaning as needed.
20. Assists in orientation of new associates as a mentor if requested by Office Coordinator and/or Office Supervisor.
21. Ability to summon appropriate personnel in a crisis situation.
22. Respond appropriately to special needs and behaviors of age groups of patients served.
23. Other duties as required by Office Coordinator/Supervisor.

CARDIOLOGY

1. Schedule patients for Stress Lab, Echo Lab, Nuclear Cardiology, EP Lab and Cardiac Cath Lab through Cerner Schapptbook and WQM
2. Utilizes scheduling parameters when scheduling cardiac caths, EP studies, device implants, exercise treadmill tests, stress echoes, dobutamine stress echoes, nuclear stress tests, tilt table tests, transesophageal echoes, cardioversions
3. Schedule anesthesia for procedures when necessary
4.  Telephones physician offices and obtains patient information necessary for proper scheduling of examination if necessary.
5. Schedule Inpatient procedures directly with physician via phone call or in person
6. Manages and maintains Cardiac Cath/EP Block Scheduling and ensures each physician is scheduling in his/her appropriate block.  Releases block time according to departmental guidelines
7. Maintains frequent communication with clinical staff regarding add-ons, changes, etc. 
8. Schedule Device Company vendor for EP and Device implant cases; communicate with device company representative procedure details
9. Index/Attach documents to the patient’s Power Chart in Cerner
10. Check orders/PA/H&P for next day procedures in Stress Lab, Echo, and Cath Lab.  Place phone call to appropriate MD office to obtain any missing documents
11. Prepares the Cath Lab next day schedule and takes to House Coordinator

12. Assesses patients’ needs regarding language interpretation services and schedules interpreter as needed. .
13. Resolves scheduling conflicts and works directly with the supervisor, staff, and the physicians.
14. Check in patients when they arrive to the department to activate their orders in PowerChart

• Demonstrated knowledge of Medical terminology
• Three (3) years previous medical related clerical experience or an associate's degree
• Demonstrated organizational and communication/customer service skills
• Demonstrated knowledge and skill in utilization of computer application
• Demonstrated problem-solving skills

PREFERRED:

• Previous experience in hospital/medical office scheduling environment.
• Demonstrated knowledge and skill in the use of a computerized scheduling system
• Associate Degree
• Prior experience in insurance precertification
• Experience interfacing with physician offices, other organization departments, and third party payers.
• Demonstrated ability to effectively communicate with individuals in all levels of responsibility.
• Ability to work independently.
• Ability to type 40 words per minute