The Virtual Outpatient Scheduler acts as a patient advocate and main contact. The Outpatient Scheduler performs various routine and specialized clerical and administrative tasks to support patients. This includes handling inquiries about programming, serving as the first point of contact, and assisting in the patient's transition of care. The role involves collaborating with physicians, providers, administrators, and other members of a multidisciplinary team.

Job Duties and Responsibilities:

Administrative Processes

• Performs a variety of administrative processes is the first and last point of contact with patients.
  • Answer and provide accurate Rogers program and services information to callers.
  • Registers and schedules patients and confirms insurance guarantor information.
  • Responsible for daily check-in and check-out of patients and reporting this information.
  • On admission, verifies patient identification, demographic, insurance, and ensures all paperwork and consent information are obtained/updated in the medical record.
  • Distributes incoming emails/voicemails to appropriate care team members.

Program Coordination

• Support patient experience preadmission and throughout the continuum of care.
  • Creating new encounters.
  • Provide program information to patients/families.
  • Schedule appointments and coordinate the completion of paperwork.
  • Assist with patient/family member/guardian inquiries/questions.
  • Perform regular check-in with patients on waiting for treatment.
  • Confirm insurance verification; collaborate with PFS.
  • Provide patients with information regarding insurance coverage and financial assistance options.
  • Support in updating/maintaining provider schedules in appropriate platforms
  • Manage provider caseloads according to availability, specialty, licensure, and insurance credentialing.

• Ensure timely follow-up with patients/families.
  • Maintain an open line of communication with patients.

• Facilitate internal transfers as needed.
  • Receive and process internal referrals.
  • Coordinate start date with referring treatment team and/or patient.
  • Communicate all pertinent information and follow-up to ensure seamless internal transfer.

• Develop working relationships with interdisciplinary team members to ensure open line of communication regarding a patient’s care. This includes but is not limited to:
  • Inpatient, PHP/IOP, Outpatient, Residential Admissions and Patient Access departments.
  • Outpatient operations.
  • Business Development.
  • Utilization Review.
  • Patient Financial Services.
  • Health Information Management.

• Be available and punctual for all shifts, rotating on-call weekend and holiday coverage as scheduled.

• Apply good practice principles to job duties.
  • Use good communication skills and tact to deal effectively with third-party carrier representatives, all staff members, and external customers. Demonstrate excellent customer service by providing a friendly tone and empathic statements whenever appropriate. Follow scripting when it is provided.
  • Use common sense in situations and respond appropriately in all communication modes (body language, verbal) to each patient/guardian, regardless of their behavior.
  • Maintain a calm attitude and create a conducive atmosphere in difficult situations. Work cooperatively and supportively with all staff.
  • Remain courteous and respectful to others during work interactions and be willing to work out problems on a one-on-one basis.
  • Complete assignments and documentation on time.
  • Meet or exceed performance metrics.

• Complete other duties as assigned.

• Promote a team atmosphere by treating individuals with respect and honesty and by using direct communication and active listening skills.
  • Be open to change and actively support change.
  • Be open to others’ ideas and points of view.
  • Evaluate employees objectively and provide employees with periodic feedback.

• Promote department goals as well as the mission of Rogers.
  • Communicate goals to fellow staff members.
  • Maintain department policies and procedures.
  • Include requirements and guidelines from external agencies (i.e., Joint Commission, State of Wisconsin).
  • Demonstrate acceptance and training of student interns in the department, as directed.

• Conduct self in a professional manner.
  • Demonstrate organizational skills that promote timely response to all inquiries and to task completion.
  • Communicate with all individuals in a positive and professional manner.
  • Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.
  • Communicate concerns and provide solutions for same.
  • Project a professional image by wearing appropriate, professional attire.
  • Ability to influence departments within Rogers and provide technical guidance.

Additional Job Description:

Education/Training Requirements:

• Bachelor’s degree preferred. High School diploma required. Two (2) years of customer service and relevant experience required, preferably in a healthcare setting.
• Experience with computers and demonstrated proficiency with software platforms and EMRs.
• Knowledge of medical/psychiatric/chemical dependency diagnosis, treatment process, managed care, Joint Commission, preferred.
• Oconomowoc Only: Valid driver license preferred and must be granted insurable status by the Rogers insurance policy.

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family 
• 401(k) retirement plan 
• Employee share program 
• Life/disability insurance 
• Flex spending accounts  
• Tuition reimbursement 
• Health and wellness program
• Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)