Surgery Scheduling Coordinator Lead

Scope of Position

The Ohio State University Medical Center is committed to improving access and service to customers. The Patient Access Lead functions as an integral member of the health care team to reflect a culture of cooperation, enthusiasm and mutual respect. This position ensures access to OSUMC physicians and services and coordinates and supports the functions of integrated access services as well as ensures proper data collection/support for an accurate bill. Additionally, the Patient Access Lead is the product line/service line knowledge expert for product and/or is proficient in scheduling across all scheduling product lines. In addition, the lead is proficient in performing the pre-registration process at the point of scheduling.

Position Summary

The Patient Access Lead is an expert in product or service line area (i.e. physician appt. scheduling, OR/admission, radiology outpatient procedures, full-service cardiology scheduling). Responsible for providing consumers (physicians and patients) with accurate, up-to-date information regarding their physicians, products, services and general procedures, as well as maintaining software to ensure accuracy of same information. Schedule first time appointments and/or other appointments as assigned. Assures accurate information is gathered to support clinical and financial needs. Provides support to physicians and consumer by coordinating their requests and satisfying their needs in one phone call. Solves routine and complex customer problems. Communicates regularly with physicians, medical secretaries and staff within the product/service line to ensure customer and department staff needs are met. Displays the highest level of customer service, attentiveness and consideration possible in all cases. Uses integrated health information systems and telecommunication technology and customer service skills to facilitate customer interactions such that the customer experiences the Medical Center and its entities as an accessible, coordinated and seamless entity. Generates system reports and utilizes system reporting tools to demonstrate product line success and/or lack of relative to referrals, access, appointments, wait times. Presents product line/service line information to key audiences such as service line physicians, and other audiences as assigned. Collaborates with these same audiences as necessary for problem resolution.

Minimum QualificationsFor Hire

High School Diploma or GED. PC knowledge and interpersonal, verbal and written communication. Minimum 6 months experience in customer service or a healthcare environment.

Bachelors Degree preferred or equivalent combination of education and experience in healthcare or physician practice preferred. Medical terminology, ICD-9 diagnosis coding and third party reimbursement experience a plus. Demonstrated ability to work in multiple Databases for management and reporting. Ability to work in self-directed manner while interacting with consumers, physicians and all medical center faculty and staff. Familiarity with OSUMC and its entities preferred.

On going: Meets health requirements. Demonstrates competency measured by annual quality checks. Attends required in-services related to customer service and other pertinent issues.