Account Specialist - Spinecare - DCH Health System

Responsible for maintaining and enhancing individual customer relationships through completing and/or facilitating The SpineCare Center administrative services and operational details, excluding the provision of direct patient medical care.

1. Scheduling appointments in time order with the correct Practitioner.
2. Schedules patients for The SpineCare Center services and for other referral services as required.
3. Schedules/Address all alerts/flags from EMR Old Centricity.
4. Maintains patient relation regarding appointment times.
5. Properly maintains and documents pending/completed orders after appointment has been scheduled in a timely manner on all scheduled patients.
6. Schedules WC appointments with approval and notifies WC Manager of appointment information.
7. Gets prior approval for all added appointments to the current day schedule by Manager or Nurse Manager.
8. Schedules outside referrals from Faxcom in a timely manner including indexing referrals, incoming faxes and routing faxes to appropriate area.
9. Evaluates and examines the Practitioners schedules daily and for the upcoming week by filling in the open slots to have a full grid.
10. Reschedules appointments due to changes in the schedule including WC patients for Nurse Practitioner that need to be rescheduled because Medical Director is not here.
11. Must communicate in a timely manner with all schedules any cancellations or changes in the schedule.
12. Call patients on the no show list
13. Addresses all callbacks 3 times (leaving in your desktop until scheduled) with proper documentation.
14. Satisfies patient care by answering multi-phone lines in a timely and professional manner including wait times.
15. Takes calls and referrals from doctors, nurses, and patients in a timely manner.
16. Acts as liaison between customers and clinical staff/medical staff.
17. Assists coworkers in completion of essential functions to ensure quality and efficiency.
18. Must adhere to The SpineCare Center policies and procedures.
19. Initiates responsibility for maintaining front office area to include stocking supplies, cleaning, and keeping the area organized.
20. Initiates responsibility for keeping front office set up for continuous work flow such as keeping equipment toner and paper installed, maintaining shredder, notifying secretaries of low supplies, completing tasks started, and/or performing any other task assigned.
21. Flexibility in scheduling may be necessary based on patient care needs.
22. Utilizes Microsoft Outlook for communication with manager.

DCH Standards:

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.
• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.

High school diploma or equivalent required.  At least two years experience in a health care setting highly preferred.  Experience in physician's office environment with insurance, scheduling and computer skills preferred.   

Must be able to read, write legibly, speak, and comprehend English.