Address: 900 W Nelson St. Chicago, IL 60657

Office Hours: Monday – Friday, 7:30am- 5:30pm

Major Responsibilities:
Triages calls and schedules appointments in accordance with department standards to promote safety and positive clinical outcomes.
1)Answers incoming telephone calls in a timely manner, delivers excellent telephone customer services skills.

2)Triages and directs all incoming telephone calls to appropriate person (s) in accordance with the departmental phone and triage policy. Escalates any clinical emergencies to appropriate physician or staff according to departmental standards.

3)Adheres to EMR processes related to scheduling, including notation of approved physician orders, use of QCLs to assign tasks and other documentation tools to promote effective handoffs to multiple clinical and non-clinical teams.

4)Schedules physician visit and treatment appointments for all cancer center departments. These include complex schedules for chemotherapy patients, who have future appointments that must be linked together.

Assure accurate completion of pre-registration tasks to promote funding our future and growth goals.
1)Accurately verifies the patient's insurance using approved AIMMC and AMG software systems.

2)Accurately registers patients in Allegra (hospital registration system) and assures pertinent demographic information is correct in Mosaiq (EMR).

3)Addresses insurance issues in a timely fashion, including partnering with Patient Access, Financial Counseling, Financial Navigation or leadership as appropriate, to resolve financial clearance issues.

4)Communicates with referring MD offices to assure financial clearance issues are resolved, including referrals and scheduling issues.

Demonstrate the Behaviors of Excellence to promote patient satisfaction.
1)Adheres to Advocate's AIMMC's, AMG's, and Cancer Center Patient Service Standards and behavior with regards to customer service in order to facilitate high patient satisfaction scores on the Press Ganey Survey.

2)Actively participates in staff and team meetings in order to facilitate new processes to help the organization achieve KRA's in patient satisfaction.

3)Follows service recovery procedures as set by departmental standards.

4)Schedules and cancel appointments , for all designated providers within the practice following departmental policies and procedures.

5)Provides new and establish patients with paperwork within accordanance to AIMMC HIPPA guidelines and departmental procedure.

Demonstrates compliance to department processes to promote effective handoffs and participates in process improvement initiatives to promote associate and physician engagement.
1)Adheres to Advocate's AIMMC's, AMG's, and Cancer Center Standards of behavior with in regard to internal customer service to promote an environmental of teamwork, professionalism, and trust.

2)Ensures supplies are ordered and stock daily. Responsible to communicate with proper associate to order the necessary supplies needed within department.

3)Actively participates in staff and team meetings in order to facilitate resolution and new processes to help the organization achieve KRA's in associate satisfaction.

Education/Experience Required:
High school diploma or equivalent 1 year in a medical setting or equivalent 2-3 years of customer service experience Experience handling difficult callers, customers and patients Basic knowledge of managed care and commercial insurance preferred Previous insurance verification experience preferred

Knowledge, Skills & Abilities Required:
Excellent communication and customer service skills. Able to function in a high-volume, multiple tasking environment producing quality work. Able to work independently and problem solve Strong interpersonal and telephone communication skills Solid PC skills. Working knowledge of automated appointment scheduling. Previous experience with Allegra or patient accounting information system preferred Previous experience using an EMR in an outpatient physician office or treatment center setting preferred
None

Physical Requirements and Working Conditions:
Demonstrates tact and good judgment. Mature, motivated, decisive and flexible. Professional demeanor. Ability to work in a diverse professional and patient population. Ability to work under stressful conditions and with demanding customers. Bilingual in Spanish preferred. Excellent communications skills. Strong analytical skills. Strong interpersonal skills Ability to shift to assigned start and end work times per department needs.
If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.