Position Summary:
The position is responsible for providing excellent customer services to those customers, i.e. physician offices, ancillary departments within the Medical Center and the general public wishing to schedule outpatient procedures.

Qualifications:
ADDITIONAL REQUIREMENTS

• Use of usual and customary equipment used to perform essential functions of the position.
• Work may occasionally require travel to other Carle Health Peoria region facilities/hospitals.
• Required to drive your own vehicle for business purposes.

SKILLS AND KNOWLEDGE
Required English Skills
Basic reading skills
Basic writing skills
Basic oral skills

Communication Skills
Ability to respond appropriately to customer/co-workerInteraction with a wide variety of people.
Maintain confidential information.
Ability to communicate only the facts to recipients or to decline to reveal informationAbility to project a professional, friendly, helpful, demeanor.

Computer Skills
Basic computer knowledge: Uses word processing, spreadsheet, e-mail application, and web browser.
Comfortable within Windows OS and learning new applications.

Essential Functions:

• Provides Quality Outpatient Scheduling Responds promptly to scheduling requestObtains complete scheduling information in an accurate, efficient and professional mannerPerforms the scheduling function by utilizing the scheduling computer system and other computer/manual systemsCompiles all information requestedPresents a customer driven approach Completes timely, accurate recording and reporting of information Identifies potential problems and alerts appropriate resource Initiates appropriate action to ensure needs are metConsistently exhibits the ability to schedule multiple tests for a patient in a timely mannerConsistently answers the phone in 1 ring
• Efficient Work Techniques and Telephone EtiquetteConsistently determines proper scheduling requirements and/or limitations according to requested procedureSchedules patients accurately in a timely and polite manner to ensure customer satisfaction Maintains patient flow and utilization of the ancillary testing areas Demonstrates the ability to decide which schedules patients should require priority verification for medical compliance Exhibits a high level of proficiency in the use of the computerized scheduling system Processes faxes when not scheduling patients in a timely manner
• Information Handling and Job Knowledge Demonstrates the ability to assess the amount of time required in each test and allow enough time between testsDemonstrates the ability to put patients and/or physician offices in contact with our financial counselor, pre-certification or pre-registration departments when neededUnderstands the financial impact in scheduling patients with a financial risk for high dollar proceduresExhibits the ability to relay information regarding our financial policies and medical compliance to physicians as well as other interested parties Effectively handles the customer's request and keeps the pace of the call moving and manages call time effectively both in scheduling and switchboard Keeps abreast of new policies and procedures
• Customer Interaction and Relationship Communicates with various ancillary departments to ensure and accurate schedule and that all reports are properly distributedUtilizes effective decision making, communications and interpersonal relations to ensure a positive image of the Medical Center and to ensure customer satisfaction Demonstrates the ability to work with various physician offices as well as other customer in scheduling proceduresCompletes job assignments in a timely manner within shift to decrease waiting timesEnsures willingness to assist peers in assignment completion