Patient Contact Center Scheduler I

Coordinated Business Office CBO

2434 Interstate Plaza Dr Hammond, Indiana 46324

The Patient Contact Center Scheduler I is responsible for coordinating, scheduling, and registering appointments for office visits for provider, imaging, and ancillary departments. The specialist acts as a first point of contact for patients/customers and assists with matching patients/customers' needs to the appropriate provider or resource. The PEAC Specialist I performs contact center activities which include managing inbound and outbound calls, routine and advance scheduling, basic triage, message taking, preregistration. The PEAC Specialist I is responsible for elevating identified barriers to access to leadership and is proactively involved in resolving patient/customers issues, concerns, and complaints. PEAC Specialist I are responsible to engage in conversations with patients on their responsibilities for copayment, prepayment, and outstanding balance and engage in the POS collection process.

WHO WE ARE

Franciscan Health is a leading healthcare organization dedicated to providing exceptional patient care and promoting health and wellness in our community. Our mission is to ensure that every patient receives the highest quality of care through innovation, compassion, and excellence. With 12 ministries and access points across Indiana and Illinois, Franciscan Health is one of the largest Catholic health care systems in the Midwest. Franciscan Health takes pride in hiring coworkers who provide compassionate, comprehensive care for our patients and the communities we serve.

WHAT YOU CAN EXPECT

• Opportunity to work from home once training is completed!

• 1 year training on site, Hammond, IN

• Training hours: Monday thru Friday 8:00am-430p. 

• Once fully trained can remain 8:00am-4:30pm onsite (Hammond, IN) or if meeting KPI has option to work from home 9:00am-5:30pm

• Manage inbound and outbound calls with the goals of accurately scheduling patients, taking messages, utilizing templates and routing clinical inquiries appropriately.

• Assess the caller’s needs and response to ensures the appropriate resolution for the inquiry or issue.

• Understand when to escalate calls to RN, provider clinic, or PEAC leadership.

• Proactively escalate areas of concerns or uncertainty relating to provider/ancillary departments and provide recommendations in relation to workflows, medical questions, and EPIC build.

• Exhibit strong understanding of specialized PEAC processes, questionnaire, subgroups, auto search, decision trees, pre-registration, message templates, referral capture and insurance plan networks.

• Drive and support activities to diminish financial risk of patient accounts through patient insurance registration activities.

• Discuss and collect on the patients’ financial responsibility for their upcoming visit, outstanding balances, and providing estimates for services that are being scheduled.

QUALIFICATIONS

• Required High School Diploma/GED

• 1 year Healthcare contact center, ambulatory or acute clinic or physician office experience Preferred

Never or Rarely

JOB RANGE:

INCENTIVE:

EQUAL OPPORTUNITY EMPLOYER

It is the policy of Franciscan Alliance to provide equal employment to its employees and qualified applicants for employment as otherwise required by an applicable local, state or Federal law.

Franciscan Alliance reserves a Right of Conscience objection in the event local, state or Federal ordinances that violate its values and the free exercise of its religious rights.

Franciscan Alliance is committed to equal employment opportunity.

Franciscan provides eligible employees with comprehensive benefit offerings. Find an overview on the benefit section of our career site, jobs.franciscanhealth.org.