Responsible for the daily operations of Scheduling Services to help provide access to the Geisinger Health System (GHS) and community services. Serves as a resource for communication and access to services for members, patients, consumers, providers, employers, decision-makers, and other organizational customers and payers of the Geisinger Health System.
Provides leadership and direction to the Scheduling Services staff to assure appropriate and timely communication and information regarding medical service access, physician and service referral, and direction to all services offered throughout GHS. Supports internal and external customer needs and offers input to the Director on process improvement to meet those needs via resources available throughout the System.
Prioritizes and coordinates patient call flow in the Scheduling Services Department. Assists in the development of policies and procedures for call distribution and scheduling services. Manages employee performance to meet or exceed quality and productivity standards. Performs performance evaluations and disciplinary actions. Maintains excellent working relationships with interdepartmental peers, clinical departments, community providers and staff.
Supports managed care, quality improvement, research, and system integration projects with a focus toward continuous process improvement and efficient use of resources.
Performs duties to support the goals and objectives of Geisinger Health System in its efforts to provide the highest quality patient care and complete customer satisfaction.
Reports to the Director, Access Center.
COMPETENCIES AND SKILLS:
Demonstrates a positive, supportive, respectful and helpful attitude in interactions with all department customers (patients, physicians, visitors and other healthcare team members).
Demonstrates respect for the rights and dignity of all patients. Provides and maintains patient privacy at all times. Is compliant with HIPAA guidelines and privacy practices, patient confidentiality and patient rights.
Self-directed and performs duties with minimal supervision. Proven ability to function in an independent role.
Adjusts to peaks in workload: demonstrates flexibility and adaptability to change.
Complies with changes in duties and assignments in a positive and cooperative manner.
Demonstrates a calm, professional manner. Offers and acts on constructive feedback.
Demonstrates experience and skills necessary to lead teams, motivate others, build consensus and implement change.
Demonstrates competence in written, oral and electronic communication skills including typing, keyboarding, and computer skills.
Demonstrates the ability to work independently, set priorities and multi-task.
Well organized and prioritizes responsibilities to complete daily work and assignments in appropriate time frame.
Must exhibit critical thinking and problem-solving skills.
Demonstrates detailed knowledge of Microsoft Office applications, GroupWise and all other department software systems and their integration.
EDUCATION AND EXPERIENCE:
Bachelor's Degree required. A minimum of five (5) years of related healthcare experience required.
In lieu of degree, may consider a minimum of 10 years of revenue management, scheduling services, or related experience required.
Previous experience in hospital admissions, business office, scheduling and/or physicians office preferred.
Previous call center experience preferred.
Minimum of one-year supervisory experience preferred.
National Association of Healthcare Access Management (NAHAM) Certified Health Care Access Associate preferred, Certified Health Care Access Manager within one (1) year.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Work is typically performed in an office environment.