The Scheduling Coordinator II will schedule new and follow-up patient appointments. The incumbent will perform a wide variety of administrative and front end clinical operations activities which include, but are not limited to greeting and checking in/out patients and families; collecting patient and treatment information; estimating deposit requirements; providing cost estimates; determining patient liability; establishing payment arrangements; and will coordinate payment arrangement information for outpatient and day programs with non-par payer sources. This staff member will interact with patients, families, clinicians, and administrative staff in a courteous and professional manner. This position requires the incumbent to be bilingual in English and Spanish with a proficiency level that meets the Institutes minimum standards.

1. Accurately schedule new and follow-up patient appointments. Ensure appointments are linked to the appropriate referral in EPIC and confirmed prior to date of service.
2. Promptly answer phones, appropriately direct calls, take and deliver accurate messages, return calls, answer questions; and provide accurate and timely follow-up as needed.
3. Regularly monitor new and follow-up treatment appointments; cancellations, and no shows.
4. Work with assigned providers, families, and other staff to reschedule appointments based on patient’s needs and according to established department policies and procedures. Regularly monitor provider schedules and accurately modify patient appointments as necessary.
5. Maintain regular contact with patients, clinics, and departments regarding pending insurance clearances, coverage, issues, and/or follow-up activity.
6. Respond to patient families, providers, and other staff in a timely manner based on the established department policies and procedures.
7. Reassign/reschedule patient appointments based on clinician leave requests (planned and unexpected). Collaboratively work with supervisor to resolve concern(s).
8. Monitor and maintain various Epic Work Ques and related reports as needed.
9. Provide routine financial counseling and seek supervisor support to resolve patient issues.
10. Monitor insurance benefit thresholds and facilitate the acquisition of authorizations by working with the Patient Access department.
11. Collect, track, and process quality improvement and patient tracking data as needed.
12. Assist with the training and provide regular support to Care Center staff.

QUALIFICATIONS:
• Bilingual in English and Spanish with a proficiency level that meets the Institutes minimum standards. Able to speak Spanish fluently with ease and confidence in a variety of topics related to work, home, leisure activities, as well as events of current, public or personal interest or individual relevance. Able to convey intended message with accuracy, clarity and precision without misrepresentation or confusion while being readily understood by native speakers.
• Must successfully complete and maintain appropriate certification and fluency with appropriate computer systems (i.e., EPIC) according to the timeline established by the clinic/program/department.

EDUCATION:
• High School Diploma or GED required.
• Associate or higher degree in human services, healthcare administration, or related field preferred.

EXPERIENCE:
3 - 5 years of related experience (i.e., patient registration, scheduling, and/or coordinating patient services) required.