Job Description

About The Villages Health

The Villages Health is a patient-centered primary care driven, multi-specialty medical group with over 800 team members. Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our purpose, mission and vision is to empower Villagers and the surrounding communities to live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. In doing so, The Villages Health is creating America’s Healthiest Hometown.

Our Full-time Benefits

Medical, Dental & Vision Insurance | Matching HSA & 401k | PTO & Paid Holidays | The Villages Charter School Eligibility | & much more!

Responsibilities: 

A nonexempt position under minimal supervision is responsible for coordinating and scheduling patient surgery appointments for all physicians at The Specialty Care Center. Responsible for surgical preauthorization and scheduling of tests in an efficient and timely manner. Provides patient with generic preoperative information. Answers all surgery related incoming calls and directs call to appropriate personnel. Serves as a liaison between patient and medical staff. 

• Uses customer service principles and techniques to deal with patients calmly and pleasantly. 
• Discusses with patient to schedule surgery or procedure following the clinic visit where the decision for surgery was made. 
  • Selects a tentative surgery date with consideration of the lead time required to obtain the authorization or pre-determination. 
  • Schedules the pre-op visit. 
  • Instructs the patient regarding pre-surgery requirements in accordance with physician directions. Pre-surgery requirements will include but are not limited to obtaining medical clearance if/when to discontinue certain medications, etc. 
  • Instructs patient regarding time off from work, what to expect after surgery in terms of pain, swelling, etc. 
  • Distributes literature as appropriate. Will mail patient confirmatory letter/information in 7-10 days. 
  • Schedules initial post-op visit. 
• Obtains pre-authorizations for all surgical and procedure scheduled
• Complete the Surgery Scheduling worksheet in accordance with physician instructions. 
• Uses computerized system to schedule surgery. 
• Obtains and enters all surgical pre-authorizations and correspondence relating to referrals in patient charts and computer. 
• Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns. 
• Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to scheduling. Consults with Clerical Supervisor about any system problems. 
• Demonstrate high proficiency of general medical office procedures, including HIPAA regulations. 
• Contact insurance carriers to verify patient’s insurance eligibility, benefits, and authorization requirements. Must be able to use multiple methods of communication including phone calls, faxing, and portal access to obtain information as required. 
• Use knowledge of procedure codes (CPT) and diagnosis codes (ICD-10) to request and receive authorizations. 
• Review clinical documentation to ensure it supports insurance requirements for prior authorization approval. Must be able to effectively communicate any changes in requirements or updates from insurances to the clinical teams and providers. 
• Demonstrate and apply knowledge of medical terminology to be able to review and answer questions based on information from patient charts including physician office notes, medication orders, procedure documentation, and imaging reports. 
• Other duties as assigned. 

Education/Experience Requirements:

• High School diploma or equivalent.
• Minimum one year of experience in an appointment scheduling position, preferably in a medical practice setting. Must pay attention to detail; ability to work with many interruptions; and be able to multitask
• Knowledge of medical practice protocols related to scheduling appointments. 
• Knowledge of computerized scheduling systems. 
• Knowledge of customer service principles and techniques
• Skill in communicating effectively with physicians/clinicians about scheduling preferences. 
• Skill in maintaining master appointment schedule via computerized means. 
• Skill in maintaining each provider’s master template including the ability to make changes to each template for meetings, time off, etc. 
• Skill in producing reports about appointment patterns as needed
• Skill in tact and diplomacy in interpersonal interactions. 
• Ability to multitask effectively, dealing with phone calls, and in-office patients, staff, and other pleasantly. 
• Ability to communicate calmly and clearly with patients about appointments in all circumstances including when they are ill or have an emergency. 
• Ability to analyze situations and respond appropriately

Salary is commensurate with experience.

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