Cincinnati Children's Hospital Medical Center - Customer Service Careers

Customer Service Jobs
at Cincinnati Children's Hospital Medical Center


Job Number: 90917

Location: Cincinnati, OH

Date Posted: 3-3-2017



SUPERVISOR'S TITLE: Scheduling Center Manager


PURPOSE OF POSITION: To provide a single source of information for Referrals and orders for families, Scheduling Agents (all levels), division representatives, internal providers and community physicians for Cincinnati Children's Hospital.

·Orders and Right Fax Utility
Interpret orders for testing and compliance with divisional guidelines. Screen for all required information for processing, diagnosis, specialty, history, physician signature, date signed, and type of test and body part with accuracy. Initiate call to physician office for referral and order clarification and completion. Accurately enter demographics. Ability to create a new medical record number, mark orders as scheduled, including recalls. Contact HIM for name changes and/or duplicate medical record numbers. Advise and assist Scheduling Center Agents on correct protocol. Know the rules of the entire hospital in reference to orders and referrals.
Transcribe referrals/orders in system in accordance with departmental guidelines. Link referrals and orders to scheduled appointments in Epic. Add all patient notes as required. Enter all UPIR requests.
·Aged Referrals and Orders
Communicate via letter to the ordering provider if an appointment is not scheduled/completed. Read all chart notes for correct expected date of orders. Communicate to Scheduling Center teams to add on any needed appointments. Check for trends for duplicate orders placed by the same providers
·Review List
Contact provider's offices for clarification, complete referrals and/or orders that were not successfully completed at the time of the referral. Research and investigate reason why items are on the Review List. Communicate in a professional manner to the provider's office personnel.
·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.
·Referral Assistance Line
Answer calls on the Referral Assistance Line from Scheduling Center Agents, CCHMC divisions and community providers for information related to referrals and orders. Trouble-shoot and resolve issues from the callers. Present a professional communication style at all times.
Resolve and address issues and concerns from TTPs including but not limited to searching Epic Referrals for (missing) faxes, and email CCSupport to start a TTP for missing faxes. Create individual spreadsheet for TTP and log new TTP requests.
·Act as a Department Resource & Precepting
Serve as a resource for Scheduling Agents. Act as a preceptor for new employees on the Referral Team. 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 medium. Ability to adapt communication style and tone to fit situations and audience.

Skills & Competencies
·Interpersonal Communication
Effective verbal, written and interpersonal communication skills.
Ability to relate to diverse age and demographic backgrounds.
·Professional Knowledge
Expert knowledgeable of In Basket, RightFax Utility and Epic Referrals and Orders, basic typing skills. Expert knowledge of medical terminology and the use of standard office equipment. Expert ability to review orders and referrals, ability to accurately interpret and transcribe hand-written medical form and terminology.
·Strong Work Ethic
Strong work ethic and proven abilities to work independently with little or no instruction. Proven ability to multitask and prioritize. Strong attention to detail and ability to meet strict deadlines. Problem resolution through use of critical thinking skills. Able to perform non-routine functions.
Demonstrate diplomacy, tact and a professional demeanor.

·High School Graduate OR Equivalent
·For internal candidates, recommendation by Manager
·CCHMC scheduling experience OR Minimum one year previous experience within a complex, high volume scheduling center
·Previous scheduling experience

·Experience within the Cincinnati Children's Scheduling Center as a Sr. Scheduling Agent

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