Surgery Scheduler

The Surgery Scheduler position’s primary responsibility is to ensure, organize and maintain an active, accurate, and operational surgery schedule. They may also perform a variety of other duties including but not limited to: collection and updating demographics and Insurance information, verification of health plan eligibility, taking complete and accurate messages, and scheduling acceptable appointment times utilizing an Electronic Practice Management System. The Surgery Scheduler may also be asked to perform other clerical duties as needed and requested to support daily clinic operation goals, benchmarks, and quality patient care initiatives per departmental guidelines. This position may have access to Third party credit card information and transactional systems (point of sale devices or applications supporting credit card transactions, reports or other documents containing credit card information) from single transactions.

• Coordinates and schedules surgeries, follow-up appointments as designated by physicians.
• Interacts with patients’, physicians and other staff both within the Clinic and at outside facilities providing accurate, timely, and responsive information.
• Coordinates processes and routes all paperwork as required to meet physician and facility requirements.
• Documents work processes as required.
• Follows all written protocols and procedures of the Clinic.
• Demonstrates courtesy and helpfulness toward patients and their families.
• Must be able to recognize and respond appropriately to urgent/emergent situations per protocols.
• Establish and maintain effective working relationships with physicians, staff, and management.
• Books surgeries based on physician volume maintaining appropriate standard turn-around times.
• Identifies scheduling barriers and implements solutions to improve scheduling results based on predetermined goals.
• Follow established REI and surgery center/hospital precautions and procedures in the performance of all job duties to ensure a safe work environment. Adhere to policies regarding safety, confidentiality and HIPAA guidelines.
• Respond to calls, emails, complaints, and queries that patients might have.
• Provide information and updates in regards to patients’ surgery schedules.
• Assist patients with guidance on filing all necessary forms.
• Assist patients with information necessary to pay all medical charges.
• Set post-surgical appointments with doctors and perform all necessary tests.
• Inform patients and any relevant third party through instructions about “things to do” before and after surgeries.
• Receive all needed medical records and history from patients.
• Take reservations for surgeries and schedule a date based on the availability of the surgeon and the medical condition of patients.
• Order patients’ test results and assess information from the report to determine if a patient is ready for surgery.
• Create a daily surgery schedule and surgical log for all departments concerned.
• Assure appropriate coordination with other hospital departments when special surgical needs occur.
• File, collect, and organize pre and post operational data for reference.
• Sort and distribute incoming and outgoing mail to all necessary parties.
• Order office supplies and log information on any issue that is urgent.
• Consistently demonstrates competence as outlined in the TUMG Job description.
• Addresses problems involving patient, families, and the general public in accordance with Clinic policies and procedures.
• Consistently makes eye contact and smiles.
• Ensures smooth daily operations and steady progress towards established clinic goals.
• Seeks necessary approvals as required
• Adheres to all patient HIPAA (Healthcare Insurance Portability and Accountability Act) confidentiality requirements.
• Applies safe work practices and precautions in accordance with Infection Control guidelines.
• Attends all required training, meets OSHA (Occupational Safety and Health Administration) standards, can verbalize fire/disaster plan.
• Engages in professional business-related conversations in patient care areas and avoids personal conversations where patients may hear them.
• Keeps patient informed about appointment delays and offers solutions in a timely manner.
• Consistently serves as an example of superior customer service with a professional demeanor.
• Consistently keeps their Supervisor informed of work-flow issues that need attention.
• Keeps open communication with medical staff.
• Efficiently and independently plans time to accomplish job duties within departmental standards.
• Employee is punctual, meets deadlines, initiates and follows through on tasks.
• Demonstrates sensitivity to people of different cultures and works effectively with them.
• Other duties as assigned

• High School diploma or equivalent.
• 1+ years surgery scheduling or related experience. Must be able to communicate effectively with physicians, patients and the public and be capable of establishing good working relationships with both internal and external customers.
• Strong knowledge of clinical / medical practice operations, procedures, terminology, and administrative procedures.
• Excellent interpersonal, organizational and customer services skills are essential.
• Bilingual English/ Spanish preferred.
• Computer literate, especially re: Healthcare EMR and Practice Management systems.
• Ability to work with multi-ethnic population

CORE COMPETENCIES: Core competencies identify the behavior an employee is expected to demonstrate.

Knowledge, Skills and Abilities:

• Work experience in the health care sector that exposes the candidate to medical terminologies, diagnostic procedures, and health care billing and authorization
• Strong communication and customer service skills
• Ability to learn quickly and work under pressure in a fast-paced environment
• Proficiency in word processing and spreadsheet applications
• Attention to detail
• Excellent organizational and time management skills
• Good working ethics and ability to treat documents with confidentiality
• Ability to work effectively as part of a team and also take initiatives when the need arises.
• Excellent Interpersonal, organizational, and customer service skills are essential.
• Ability to utilize computer equipment and software are required as is experience with other types of standard office equipment.
• Routes, manages, prioritizes and completes tasks every hour or per specific expectations as outlined by the Clinic guidelines.
• Routes appropriate tasks when applicable to the proper individual/group as outlined by Clinic guidelines.
• Takes responsibility for his/her own actions. Knows and complies with applicable laws and rules including federal health care program requirements, the TUMG Standards of Conduct, policies and procedures as they apply to his/her particular job responsibilities. Seeks guidance when in doubt about his/her responsibilities.
• Refrains from involvement in illegal, unethical or otherwise improper acts.
• Promptly reports any potential or suspected violation of TUMG Standards of Conduct, policy or applicable laws or regulations. As requested, assists TUMG personnel and authorized outside personnel in investigating all allegations of violations.
• Understands and accepts the consequences for failure to comply with TUMG Standards of Conduct