Key Areas

Key Responsibilities and Duties of the Job

Scheduling & Communication

·        Provide consistent cross coverage for scheduling functions to maintain timely appointment coordination across all three centers.

·        Serve as the primary scheduler for designated specialties (vision, dental) and back-up support for other service lines as needed.

·        Collaborate with Immanuel’s Transportation department to arrange suitable appointment times that align with participant needs and transportation requirements.

·        Confirm and communicate appointment schedules to participants, family members, and doctor's offices, promptly resolving any conflicts or issues related to appointments.

·        Coordinate with clinic teams for participant needs related to inpatient and outpatient procedures.

·        Ensure adherence to the Appointment Notification Process as outlined in company policy.

·        Maintain professionalism and confidentiality in all interactions with participants, families, and team members.

Leadership & Staff Guidance

·        Provide direct supervision, coaching, performance feedback, and daily support to Clinic Schedulers across all three centers.

·        Serve as a working supervisor, performing scheduling duties routinely for designated specialties (e.g., vision and dental) and providing full back-up coverage during staff absences.

·        Develop a comprehensive understanding of the contracted vendor network, including their services, protocols, operational procedures, and expectations.

·        Establish and nurture positive working relationships with key contacts with contracted vendors. Actively engage with vendors to foster strong partnerships, addressing any concerns, and facilitate smooth communication and collaboration.

·        Oversee all aspects of procedure scheduling, ensuring adherence to standard protocols and regulatory requirements for scheduling.

·        Review and monitor daily reports to ensure timely coordination of appointments and maintain compliance with internal scheduling timeframes as outlined by CMS.

·        Collect and confirm patient demographic information, ensuring accurate data entry into the scheduling system.

·        Oversee authorization workflows, ensuring timely submission of authorization numbers to contracted vendors, including out-of-network requests. Identify opportunities to improve scheduling processes and participate in Quality Improvement Initiatives. Continuously evaluate and enhance scheduling procedures to maintain or improve the speed and accuracy of coordinating appointments.

·        Monitor scheduling workflows to identify inefficiencies, bottlenecks, or reoccurring issues. Proactively communicate these findings to senior leadership, providing detailed observations and potential impact on clinic operations.

·        Collaborate with leadership and other key stakeholders to develop am implement strategies and processes to address identified inefficiencies.

·        Provide feedback on the effectiveness of new process changes and improvement to maintain continuous improvement.

·        Ensure high quality service that provide excellent customer service to our participants.

·        Attend and proactively participate in meetings requiring insights and feedback related to scheduling practices.

·        Participate in meetings requiring scheduling insights, sharing updates on performance metrics and collaborating on solutions for process improvements.

Record Keeping

·        Utilize computerized scheduling systems to manage appointments efficiently. Perform data entry, block scheduling, and maintain accurate records.

·        Ensure all necessary medical records and paperwork are prepared and sent with participants for their appointments.

Compliance

·       Adhere to departmental and organizational policies, procedures, and objectives, including safety, security, and infection control programs.

·       Follow all Immanuel Pathways policies, OSHA safety guidelines, and maintain confidentiality and professionalism in all aspects of work.

Other

·       Perform additional duties as assigned or requested to support the clinic’s operations and mission.