A career at Community Health Centers offers a unique opportunity to join a team that makes a real impact in our community every day, by improving individuals' health while enhancing their quality of life.

Top Reasons to Work at Community Health Centers

• No weekends for the majority of our centers, 10 Paid Holidays and early Fridays
• A great benefits package that includes healthcare coverage, paid time off, paid holidays, retirement plan, and more.
• Competitive compensation with advancement opportunities and tuition / training reimbursement.
• Awarded "Best and Brightest Companies to Work for in the Nation" for 5 consecutive years.
• Awarded "Top 100 Workplaces for Growing Families" by Orlando Sentinel.
• Modernized and attractive health centers, that patients love.

Job Summary:

The Case Management Scheduler serves as a contact for patients who are identified with care gaps, new patients' appointments, hospital, or ER follow up care needed through managed care companies along with internal data sources for scheduling appointments.

The Case Management Scheduler is responsible for communicating to the patient pertinent information regarding Community Health Center (CHC) programs and services, instructions and/or information needed prior to the scheduled appointment. The Case Management Scheduler provides exemplary customer service to both internal and external customers and strives to continuously improve service delivery.

Primary Responsibilities and Specific Duties:

• Schedules patient appointments according to CHC protocols/guidelines:
  • Answers the telephone promptly in a courteous and professional manner.
• Obtains and enters accurate demographic information into CHC electronic health record (address, telephone number, insurance information, etc.).
• Schedules patient appointments according to scheduling protocols/guidelines.
• Reviews, updates, and confirms appointment information including date, time, location, provider name, reason for visit and insurance status with caller.
• Informs caller of necessary items to bring to appointment (including identification card, insurance card, medications, office visit fee, etc.).
• Informs caller of appointment expectations and guidelines to include cancellation/no-show policy, prompt arrival, and discharge guidelines.
• Answers questions and offer other information, as requested or needed.
• Performs outbound calls to cancel or reschedule patient appointments and/or provide additional information as needed.
• Provides assistance with special projects as call volume permits.
• Functions as a liaison for the patients and the health center:
  • Directs calls to other departments as needed.
• Responsible for escalating calls appropriately according to procedures.
• Communicates to Supervisor cases needing a higher level of intervention in a timely manner.
• Maintains proper and accurate documentation of all activities as determined.
• Maintains performance expectations such as: Average Calls Answered, Average Talk Time, and other performance metric requirements.
• Maintains patient confidentiality at all times in accordance with HIPAA regulations.
• Work as a contact person to scheduled managed care Hospital/ER follow up. Will also communicate with members of the managed care company teams regarding scheduling.
• Proficient in accessing Managed Care Portals for demographic information.
• Extract data from spreadsheet regarding needed appointment types.
• Performs other duties as assigned.

Skills & Competencies:

• Good verbal and written communication skills.
• Excellent data entry skills.
• Bilingual in Spanish and/or Creole helpful.
• Ability to effectively handle multiple tasks in a fast-paced environment.
• Basic knowledge of Microsoft applications.
• Medical and Dental terminology knowledge preferred.

Equipment/Machinery Used in Position:

• Telephone, computer, printer, copier/fax, and/or other equipment necessary.
• Standing for short periods of time
• Sitting for long periods of time
• Bending
• Stretching
• Occasional twisting of the torso or upper body when interacting with technology setups, or during routine office movements.
• Walking short distances
• Lifting up to 15 pounds
• Transporting up to 15 pounds short distances
• Working with small implements requiring accuracy and precision
• Working in a moderate noise level environment
• Operating keyboard equipment (computer, keyboard, phone, headset, copier, etc.)
• Reading forms/instructions/technical information
• Following non-technical/technical directions
• Speaking understandably to people of various ages, educational levels, cultural backgrounds in person/by telephone
• Hearing verbal conversations with people of various ages, educational levels, cultural backgrounds in person/by telephone
• Working under tight deadlines
• Making decisions with varying amounts of guidance
• Minimal exposure to infectious/contagious illnesses, depending on exact work location.

Physical Requirements & Health Safety:

Qualifications:

Education:

• High school diploma or equivalent is required.
• College, vocational / technical training or certification preferred.
• None
• 1-year previous experience in a call center environment and/or 1 year experience in a medical/dental office setting preferred.
• Proficiency in Microsoft Office (Word and Excel) required.
• Knowledge of electronic health records software or equivalent preferred.
• Basic understanding of medical terminology and documentation.

Certification:

Experience:

Other requirements:

Able to perform repetitive tasks

Able to work flexible hours and sites as needed

Exceptional customer service skills.

Ability to communicate effectively verbally, and in writing.