GENERAL SUMMARY OF DUTIES: Responsible for all duties revolving around the scheduling of patient appointments for procedures, follow-up office visits and ancillary services. Responsible for obtaining accurate documentation of patient information, management of physician and endoscopy center schedules. Responsible for the monitoring of all scheduling queues across the practice to ensure adequate coverage, low wait/hold times and a focus on customer service.

RESPONSIBILIITES

Duties include but are not limited to:

• Answer incoming calls in a timely and efficient manner while providing a high level of quality patient care and customer service at all times.
• Schedules, reschedules, and manages cancellations and no shows for patient office visits and procedures
• Maintains and updates current information on physicians’ schedules and endoscopy block time; schedules patients according to physician availability and preference
• Collects and records accurate patient information according to the AGA Documentation Requirements
• Ensures all applicable procedures are scheduled in AGA endoscopy suites; coordinates scheduling of procedures in hospital if necessary
• Ensures all applicable ancillary services are scheduled at AGA
• Mails/Emails information packets to patients who are new to the practice
• Handles requests for information or appointment received via the Greenway Patient Portal or AGA eschedule website in an efficient and timely manner
• Addresses questions regarding patient appointments and requests for information from referring providers
• Accurately provides or counsels patients and/ or relatives with pertinent information regarding medical treatment or procedures; distributes or mails preps to patients if necessary
• Meets or exceeds quality and productivity standards as set by the Patient Service Manager
• Answers emails and voicemails and returns patient calls in a timely and efficient manner
• Completes requests for information from other AGA staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts
• Abides by and promotes HIPAA compliance; maintains strictest confidentiality with regards to patient information
• Provide ongoing training and retraining of Patient Service Center staff
• Monitors productivity of Patient Service Center staff
• Monitors calls for quality assurance, adherence to practice policy, and training purposes
• Conducts or participates in regular ongoing customer service training with Patient Service Center staff as directed by the Patient Service Manager
• Leads or participates in team meetings and ensures that all team members are adequately informed of AGA policy and procedural changes

Any other duties and/or special projects as assigned

REQUIRED EDUCATION, SKILLS & EXPERIENCE
High School Diploma or GED required; Certified Medical Assistant preferred. Strong customer service skills a must. 2-3 years of specialty clinic experience, gastroenterology experience preferred. Bilingual preferred, but not required. Staff member must be computer literate and able to operate healthcare system and multiple Microsoft Office applications.

ADDITIONAL SKILLS AND EXPERIENCE
Patient Service Team Lead must be able to:

• Possesses the ability to deal with patients, visitors, co-workers, and physicians with courtesy and respect
• Displays a professional outgoing warm and helpful attitude
• Possesses compassion for dealing with people who are ill and need help
• Plan, prioritize, and complete multiple tasks as delegated by the Patient Service Manager
• Work under pressure; assess, respond, and communicate issues in a timely manner
• Communicate clearly with patients and coworkers through the telephone, email, and in-person

Interpret and apply clinical and non-clinical policies and procedures

PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS

Requires sitting and standing associated with a normal office environment; travel within the Metro area required.