Surgery Scheduler - ENT (Medical Center)

At Houston Methodist, the Surgery Scheduling Coordinator position is responsible for coordinating the scheduling and related processes for inpatient and outpatient surgical procedures. This position utilizes a computerized scheduling system and multiple software applications to complete the registration process for surgeries to include software management that supports eligibility and verification. The Surgery Scheduling Coordinator interacts with all levels of staff, management, physicians, patients and families, multidisciplinary teams, insurance carriers, and outside agencies. This position uses independent judgment and specialized knowledge to adjust schedules and accommodate special requests from internal and external customers, while providing complete coordination prior to surgery.

FLSA STATUS
Non-exempt

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

EXPERIENCE

• Five years of direct surgery scheduling experience

KNOWLEDGE AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Excellent communication and interpersonal skills via telephone and in person
• Ability to multi-task and flexibility to meet the needs of patients, physicians, and department
• Knowledge of mid-level registration/access functions and insurance procedures, including familiarity with insurance network parameters
• Ability to problem solve
• Mid-level understanding of medical terminology and diagnosis/procedural codes
• Ability to remain calm in stressful situations with patience and understanding
• Excellent customer service and professional communication skills
• Proficient computer skills and ability to learn and navigate multiple software programs
• Ability to handle detail work accurately and rapidly

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.
• Serves as a liaison between patient, facility, and physicians to ensure surgical procedures are scheduled timely, accurately, and appropriately. Coordinates special requests and add-ons with appropriate department team as needed. Communicates with departments throughout the facility when barriers to the current schedule present.
• Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients, physicians/office personnel and various hospital personnel, while maintaining patient confidentiality.

SERVICE ESSENTIAL FUNCTIONS

• Schedules and registers multiple services with multiple departments utilizing computerized scheduling and registration systems; works with physicians to utilize requirements and addresses physician/patient requests or needs. Obtains required data in order to support hospital clinical/financial needs.
• Reconciles surgical responsibilities by preparing preliminary and final schedules for each physician as assigned. Uses established department auditing procedures to process orders and registrations under department policies and procedures.
• Obtains valid and compliant orders and schedules patients based on the physician order and according to department criteria.
• Confirms patients’ appointments, instructs on location and directions to facility/department, relays pre-appointment preparations, and arranges for patients to have interpreter, mobility, or other assistance as needed for the visit.
• Establishes/updates the hospital account record to include detailed patient demographic and insurance information in electronic health record system, selecting insurance plans and payers, and medical necessity determination.
• Responds promptly to requests by staff, patients, and physicians; reschedules and/or cancels surgical procedures as needed. Generates reports and assists with department correspondence as directed.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Communicates to resolve patient access and quality service matters. Keeps open channels of communication with physician, patient, and service areas regarding action taken and outcome. Resolves complex problems and issues.
• Verifies patient demographics, eligibility, and diagnostics as guided by scheduling protocol for each physician and involves physician as needed to coordinate care.
• Schedules patient appointments utilizing standard operating procedures and enters data into applicable systems with a high level of thoroughness, accuracy and timeliness.

FINANCE ESSENTIAL FUNCTIONS

• Works directly with the insurance team and business office to ensure financial controls are met and verified prior to rendering and/or scheduling services. Coordinates with revenue cycle team to ensure proper documentation is received for billing and ensures policies and procedures are maintained to meet internal controls for auditing.
• Organizes time effectively, minimizing incidental overtime, and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Generates and communicates new ideas and suggestions that will improve quality or service.

SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE

• Uniform: Yes
• Scrubs: Yes
• Business professional: Yes
• Other (department approved): Yes

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area No
• May require travel outside Houston Metropolitan area No

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

EXPERIENCE

• Five years of direct surgery scheduling experience