Cincinnati Children's Hospital Medical Center - Customer Service Careers

Customer Service Jobs
at Cincinnati Children's Hospital Medical Center

Full Job Title: COORD-SCHEDULING,Sched Ctr/PT 32 hrs per week

Job Number: 90536

Location: Cincinnati, OH

Date Posted: 2-15-2017


SUPERVISOR'S TITLE: Manager, Scheduling Center or Supervisor, Concierge Scheduling


PURPOSE OF POSITION: To provide a single source of information for complex scheduling and pre-registration for families at Cincinnati Children's. This position is able to handle multiple divisions' scheduling

·Orders and Right Fax Utility
Interpret orders for testing and compliance with divisional guidelines. Screen for diagnosis, history and physician signature. Initiate call to physician office to request an order, if applicable. Accurately enter demographics. Ability to create a new medical record number, mark orders as scheduled, including recalls. Receive referrals from division, families and referring physicians to identify all clinical resources required to care for the child.
Accurately coordinate and schedule multiple appointments for families, external (local, national, and international) physician offices and all of Cincinnati Children's Departments. Document medical history as obtained from scheduling to complete patient questionnaires to obtain all patient information, which could include clinical history, current needs and non-clinical preferences. Answer customer's questions regarding preparations for appointments, directions to clinics, and general hospital questions. Ensure accuracy, appropriate documentation, issues and reschedules following scripts as written. Accurately pre-register patients at time of scheduling if within pre-registration time range. Collaborate with individual divisions and families to handle their scheduling needs. Create clinical itinerary for multiple subspecialty appointments that address the families' clinical needs, if necessary. Quality improvement by remaining current on scheduling center protocols including daily updates.
·Phone Management
Work collaboratively in teams to efficiently handle call volumes/queue. Basic knowledge of systems, using aux codes accurately, logging in and out, and transfer/conference etiquette.
·Off-Phone Agent
Reschedule appointments through complete coordination and in depth knowledge of divisions. Complete referral work list on a daily basis. Manage issues as assigned and follow up as needed. Take phone calls as needed. Serve as a resource for Scheduling Coordinators and assist in the precept process for new employees.
·Concierge Scheduling Coordination
Work with divisional representatives and Scheduling Agents to make arrangements on an urgent basis or if appointments are not available. Collaborate with Guest Services Associates to make logistical arrangements, such as transportation and accommodations. Serve as a conduit to other hospital resources, including Social Services, Family Resource Center, International Health, Interpreter Services, and Financial Counseling. Ensure the continuous and timely availability of nursing services to patients. Provide services and consultation in a manner to be regularly and conveniently available to meet the needs of Cincinnati Children's patients as determined by department management and medical staff.
·Act as a Department Resource & Precepting
Serve as a resource for Scheduling Agents and act as a preceptor for new employees. Perform non-routine functions as requested by management staff.
Notify appropriate staff of recurring problems/errors identified within work process or system. Communicate in a clear and concise manner in every modem. Ability to adapt communication style and tone to fit situations and audience.

Skills & Competencies
·Diversity Appreciation
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
·Medical Terminology - Basic
Basic knowledge of medical terminology
·Office Equipment
Knowledge of, and the ability to operate, standard office equipment such as computers, telephones, copiers, etc.
Pursuing work with little supervision or assistance; directing one's own efforts
Strong organizational and project management skills to handle projects independently.
·Professional Demeanor
Demonstrates an independent work initiative, sound judgment, diplomacy, tact and professional demeanor
·Problem Solving
Ability to independently work through details of a problem to reach a positive solution
Excellent verbal, written and/or interpersonal communication skills
Expert knowledge of In Basket, RightFax Utility, Cadence and Epic encounters, basic typing skills. Expert scheduling knowledge of all 34 plus divisions at CCHMC and all specialty divisions as assigned.
Using time efficiently and productively; prioritizing multiple tasks properly to meet deadlines; recognizing time constraints and adjusting work schedule to address them

·Associates Degree or equivalent
·For internal candidates, recommendation by Manager
·Minimum 1 year previous experience within a complex, high volume scheduling center AND related experience in customer service

·Experience within the Cincinnati Children's Scheduling Center OR Experience in a complex medical center

Cincinnati Children’s is an Equal Opportunity Employer. Qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, age, genetic information, physical or mental disability, military or veteran status, sexual orientation, gender identity/expression, or other protected status in accordance with applicable federal, state, and local laws and regulations. If you would like more information about equal employment opportunity (EEO) rights as an applicant under the law, please click here

Cincinnati Children’s will not discriminate against applicants and employee for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers. If you would like more information about the Pay Transparency Nondiscrimination Provision, please click here