• Job Description

  Req#: 25008545

  All the benefits and perks you need for you and your family:

  • Benefits from Day One
  • Paid Days Off from Day One
  • Student Loan Repayment Program
  • Career Development
  • Whole Person Wellbeing Resources
  • Mental Health Resources and Support
  • Pet Insurance*
  • Debt-free Education* (Certifications and Degrees without out-of-pocket tuition expense)

  Our promise to you:

  Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

  Schedule: Part Time

  Shift: Sun: OFF, M 9a-4p, Tu 9a-4p, W 9a-4p, Th 9a-4p, F OFF, Sat 9a-3p (Must be able to train onsite )

  Location: 601 EAST ROLLINS STREET, Orlando, 32803

  PRINCIPAL DUTIES AND JOB RESPONSIBILITIES :

  • Collaborates primarily with oncology physician offices, oncology I nfusion C enters or directly with patients to schedule Infusion Center patients, negotiating date and time, and avoiding resource conflicts (chairs, rooms, nurses, equipment). Works closely with the Infusion Center leader or charge nurse to schedule and maximize utilization of nursing time, productivity and resources Performs this task in a timely manner. Coordinates special procedure needs with appropriat e departments and staff, as well as external resources.

  • Assess and understand patient acuity based on diagnosis and visit reason and c alculate time necessary for each treatment based on time detailed on order or using investigative skills and inquire with nursing staff, pharmaceutical staff, or physician’s office.

  • Ensures patients who are starting chemotherapy are appropriately scheduled for education regarding treatment prior to their first appointment.

  • Ensures patients requiring labs prior to treatment are appropriately scheduled to ensure their treatment appointment is not delayed.

  • Thoroughly understands physician orders and schedules patients for multiple recurring appointments ensuring all appointments are within authorization timeframes and payer guidelines.

  • Works closely with Radiation Oncology Department to coordinate appointments for patients receiving both chemotherapy and radiation.

  • Responsible for ve rify ing if faxed order received from internal or external physicians wanting to utilize AH Infusion centers are sent on correct form and contain accurate demographic information and c ommunicate s with physicians if any information is missing.

  • Responsible for ve rify ing if external physicians, who fax orders, are privileged with AdventHealth to admit patient to outpatient facility

  • Minimizes duplication of medical records by using problem-solving skills to verify patient identity through demographic details

  • Send faxed treatment request via email to Consumer Access Specialists once information has been accurately gathered, so orders may be processed for authorization.

  • Input patient information in tracking documents, so Consumer Access Specialists may update on status in real time.

  • Access orders via EMR system and Outlook email box.

  • Using the Scheduling Book, in EMR System, accurately schedule, reschedule, or cancel patient per communication from patient, order, site, and/or physician’s office.

  • Provide coverage at Ambulatory Infusion Centers, if necessary.

  • Proactively seeks assistance to improve any opportunities identified .

  • Accountable for maintaining a working relationship with clinical partners to ensure open communications between clinical, ancillary, and Consumer A ccess departments, which enhances the patient experience

  • Provides timely and continual coverage of assigned work area in order to offer prompt patient service and availability for all clinical partner registration needs. Arranges relief coverage during extended time away from assigned registration area

  • Meets and exceeds productivity standards determined by department leadership.

  • Manage inbound and outbound call volume in a timely manner , meeting and exceeding designated SLAs , u tilizing software, databases, scripts, and tools appropriately.

  • Provides exceptional customer service by a ctive ly listen s to callers, confirming or clarifying information and d eescalating calls , as needed.

  • Answer authorization questions placed by physicians’ offices and patients

  • Meets time and attendance requirements. Maintains schedule flexibility to meet department needs. Exhibits effective time management skills by monitoring time and attendance to limit use of unauthorized overtime

  • Maintain knowledge of service offerings at the Ambulatory Infusion center s to provide exceptional service .

  • Thoroughly document all interactions and consistently update consumer records in the relevant technology system(s)

  • Tak es part in training and other learning opportunities to expand knowledge of company and position.

  • Handle sensitive matters courteously and with professionalism . When appropriate , escalate to leadership for proper awareness and/or resolution .

  • Actively attends department meetings and promotes positive dialogue within the team .

  KNOWLEDGE AND SKILLS REQUIRED :

  • Ability to use discretion when discussing personnel/patient related issues that are confidential in nature, responsive to ever-changing matrix of Ambulatory Infusion Center and hospital needs and acts accordingly

  • Mature judgment in dealing with patients, physicians , and insurance representatives

  • Ability to be responsive and able to perform without close supervision

  • Ability to listen and document notes simultaneously

  • Intermediate knowledge of personal computer applications and proficient in Word, Excel, Outlook , and OneNote

  • Ability to operate general office machines such as computer, fax machine, printer, and scanner

  • Self-motivated, critical thinker with outstanding customer service skills and a high level of patience and professionalism

  • Strong ability to build and sustain relationships in both clinical and non-clinical environments

  • First Contact Resolution approach in handling consumer complaints, issues, or grievances

  • Ability to c ommunicates professionally and effectively in English, both verbally and nonverbally, and utilizes effective listen and questioning techniques

  • Excellent telephone etiquette

  • Excellent problem-solving techniques and listening skills

  • Ability to effectively learn and perform multi ple tasks and organize work in a systematic and efficient fashion, based on volume of work within specific deadlines

  • Adheres to government guidelines such as CMS, EMTALA, and HIPPA and AdventHealth corporate policies

  KNOWLEDGE AND SKILLS PREFERRED :

  • Exposure to insurance benefits; ability to decipher insurance ben efit information

  • Knowledge of computer programs and electronic health record programs

  • Basic knowledge of medical terminology

  • Bilingual – English/Spanish

  Qualifications - External

  EDUCATION AND EXPERIENCE REQUIRED :

  • One year of c ustomer s ervice experience

  • High School Diploma or GED

  EDUCATION AND EXPERIENCE PREFERRED :

  • One year of direct Patient Access experience

  • One year of relevant healthcare experience

  • One year of c all center experience

  • Associate or bachelor’s degree in Business Administration or in industry -related field

• About the company

  AdventHealth is a Seventh-day Adventist non-profit health care system headquartered in Altamonte Springs, Florida, that operates facilities in 9 states across the United States.

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