Appointment Services Representative Sr

Position Description:

Every day, in ways both big and small, the Medical College of Wisconsin (MCW) is impacting lives for the better. MCW ... changemaking for a healthier Wisconsin.

In the role of Appointment Services Representative Sr, you will be servicing Froedtert & Medical College of Wisconsin patients in any way possible, particularly with regards to patient registration and scheduling to ensure a quality experience. Tasks are completed for many specialties and a large group of physicians (typically 100 or more) across the many locations of our clinical enterprise following detailed protocols and enterprise scheduling tools. Help patients schedule with the right physician at a time and location most convenient for them and complete full registration and insurance coverage set up to help ensure proper payment for services rendered. Staff complete all responsibilities for their assigned team within Appointment Services and/or provide cross-coverage for one additional team, and/or assist in training staff as needed.

Responsibilities:

• Schedules, cancels and reschedules appointments via phone for multiple specialties and locations including providing directions, instructions and other information regarding appointments.
• Triages calls to determine caller needs and provide excellent customer service, doing whatever possible to meet patient needs. Responds to inquiries and/or routes calls, messages and requests to appropriate individuals or areas.
• Encourages patients to sign up for MyChart and the Froedtert & MCW App to help manage their healthcare electronically and steps them through the process to get activated on these online tools.
• Completes full registration including setting up insurance coverage for new patients and verification of registration and coverage information for established patients. Runs electronic eligibility to verify coverage information and ensures the insurance is accepted by our physician groups. Completes MSP questionnaires with Medicare patients.
• Works through referral queues, faxes, email, and other correspondence following detailed guidelines to schedule patient appointments, create referrals, track completion, and communicate back to referring physicians if unable to schedule. If patient's insurance is not in our network, refers patients to community clinics or to physicians within their network as appropriate.
• Manages web appointment requests for assigned team and assists with additional team requests as needed.
• Checks e-mails and Epic InBasket regularly throughout the day to keep up to date with any changes and receives information on patients who need to be scheduled.
• Develops understanding of Froedtert & Medical College of Wisconsin clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings in order to give appropriate directions to patients.
• Follows detailed protocols and enterprise scheduling tools to ensure accuracy of all appointment scheduling, registration and information given to callers.
• Anticipates customer needs and resolves problems to ensure a positive customer experience. Employs sound judgment to ensure the best possible public relations.
• Is cross trained on at least 1 additional Appointment Services team to help provide coverage as needed and/or assists with training staff as needed.

Knowledge - Skills - Abilities

Customer Service - Apply principles of customer service to identify customer needs and provide high quality services

Computer Skills - Excellent knowledge of the Epic system for registering and scheduling patients

Medical Terminology - Fluent in all relevant medical terminology for assigned specialties.

Insurance Plans and Regulations - Familiar with insurance plans and terminology in order to accurately register/verify insurance and determine whether patients are in network for the needed care.

Training and Evaluation - Ability to effectively train others and evaluate outcomes accurately.

Communication skills - Ability to listen carefully and clearly convey information both verbally and written.

Organizational Skills - Organize resources in order to quickly retrieve needed information.

Preferred Schedule:



Full-time role with expectations for coverage during core business hours and flexibility required as necessary to accommodate business needs.

Position Requirements:

Minimum Qualifications:

Appropriate experience may be substituted for education on an equivalent basis

Minimum Required Education: High school diploma

Minimum Required Experience: Average number of calls and appointments scheduled per day must be equal or higher than that of all experienced co-workers in team. Must meet or exceed minimum customer service and registration goals. The number of scheduling errors and valid patient and clinic/physician complaints must be minimal

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Why MCW?

• Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
• 403B Retirement Package
• Competitive Vacation and Paid Holidays offered
• Tuition Reimbursement
• Paid Parental Leave
• Pet Insurance
• On campus Fitness Facility, offering onsite classes.
• Additional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.

For a full list of positions see: www.mcw.edu/careers

For a brief overview of our benefits see: https://www.mcw.edu/departments/human-resources/benefits

Eastern Wisconsin is a vibrant, diverse metropolitan area. MCW is intent on attracting, developing, and retaining a diverse workforce and faculty body that reflects the community we serve. We value diversity of backgrounds, experience, thought, and perspectives to advance excellence in science and medicine. MCW is a welcoming campus community with a strong culture of collaboration, partnership, and engagement with our surrounding community. For more information, please visit our institutional website at https://www.mcw.edu/departments/office-of-diversity-and-inclusion.

MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination


The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering a diverse community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.

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