Scheduling Specialist III

Summary

The Department of Thoracic Surgery is looking to hire an energic candidate to manage a schedule of our busy Physical Thoracic department. The role will require someone with experience in scheduling within a clinical setting, who is organized, innovative and pays attention to detail. The role will also act as liaison between the departments, within Baylor College of Medicine and outside of Baylor College of Medicine. The position requires a person able to perform well within a team environment and with a willingness to assist a team member when needed. 

The Department of Surgery at Baylor College of Medicine Thoracic Surgery Division is focused on patient care, education, and research in all aspects of the specialty. This position requires an advanced mastery of Epic EHR software, exceptional emotional intelligence, and the ability to maintain composure and clinical accuracy in a high-volume, fast-paced call center environment. A very organized person who is proficient with multitasking while handling daily call volume, Someone who is excellent with details, patient care, managing patient conflict effectively, and proactive and team-centric approach when answering calls and emails within the department along with outside the department. Must demonstrate a level of professionalism. 

The ideal candidate will have exceptional communication skills, both written and verbal. Has the ability to serve as the vital first point of contact for the clinic, can be responsible for managing complex scheduling workflows, can coordinate patient care requests, and can optimize provider templates. Can mange a high volume of phone queues, patient portal messages, and digital requests with professional telephone etiquette along with clear articulation. Is able to apply baseline clinical knowledge to accurately assess the urgency of requests, distinguish between routine visits, urgent care needs, and potential emergencies requiring immediate escalation to nursing staff. Has experience working with EPIC, and proficiency in Windows, MS Office applications. Lastly, is a great team player and demonstrates deep empathy and active listening when handling sensitive patient calls.
 

This position is located primarily at Baylor St. Luke's Medical Center - McNair Campus in the Texas Medical Center area. 

Job Duties

• Performs daily call center duties that include incoming and outgoing calls within the Department. 
• Supports clinical and patient's needs efficiently.
• Supports effective and efficient operations within the clinical office setting to achieve the Department's mission and goals in its clinical, education, and research missions.
• Answers all incoming calls and provides information to patients or takes detailed messages and conveys them to the appropriate party.
• Registers patients in EPIC system. 
• Triages telephone calls and route patient's calls accordingly.
• Monitors and manages all incoming faxes for thoracic surgery and department.
• Maintains and updates internal and external current information on physician's schedules ensuring that patients are scheduled accordingly, via email, TEAMS message, or verbal request(s). 
• Provides patients with instructions regarding upcoming appointments.
• Schedules any off-site testing if needed for new patients.
• Handles and manages all incoming calls professionally and accurately, including paying attention to detail.
• De-escalates patient's concerns in a professional manner. 
• Corresponds with patients referring physicians as needed.
• Uses critical thinking skills written and verbal. 
• Performs other duties as assigned.

Minimum Qualifications

• High school diploma or GED.
• Three years of relevant experience.

Preferred Qualifications

• Experience working with EPIC.
• Proficiency in Windows, MS Office applications.