GENERAL SUMMARY

The Surgery Scheduler Lead is responsible for overseeing the daily operations of the surgical scheduling team. This role supports, trains, and monitors the daily processes and outcomes of the surgical schedulers, and acts as a patient advocate for all surgical patients while maintaining the regular duties of a surgical scheduler. This role supports the physicians, patients, and surgery schedulers, ensuring that surgeries are scheduled smoothly and efficiently. 

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Performs as the first point of contact for the surgery scheduling team with regards to training new hires and new processes/procedures, and aids in communicating changes in policy/procedure made by the Office Supervisor and/or Clinic Management Team.
• Oversees surgery schedulers.
• Acts as a resource to all staff and callers (i.e., physicians, nurses, technicians, patients and families, hospital floors, hospitals outside the medical center, drug representatives, etc.).
• Schedules all procedures to be performed in facility. Set up date of surgery according to the physician schedule.
• Respond to calls, emails, complaints, and queries that patients might have.
• Coordinates surgical and preoperative appointment schedules with clinical director and preoperative nursing staff.
• Ensures that team members have the resources, tools, and training needed to perform their duties.
• Regulates schedule according to procedure and physician's time and staffing requirements.
• Provide information and updates regarding patients’ surgery schedules.
• Create a daily surgery schedule and surgical log for all departments concerned.
• Distributes schedules to appropriate areas so that required staff and supplies are available.
• Considers priorities and patient/equipment special needs when scheduling preoperative appointments and surgical procedures.
• Supports the direct manager, communicated day-to-day performance information in order for the manager to be able to address training and performance related items in a timely manner. This may include participation and providing information for use in evaluations, disciplinary action, and terminations.
• Completes scheduling form to obtain all necessary patient demographic, health, and insurance information from physician's office and assist patients with guidance on filing all necessary forms and obtaining medical records.
• Follows procedure for notification of changes in the schedule.
• Point of contact and approver for the team’s timekeeping requirements such as accurate timekeeping records, coordinating and approving time off ensuring adequate coverage.
• Set post-surgical appointments with doctors and perform all necessary tests.
• Continue to perform the role of a surgery scheduler while performing Lead duties.
• Verifies and re-verifies scheduling for accuracy before schedules are published.
• Ensures efficient telephone communication.
• Assist patients with information necessary to pay all medical charges.
• Inform patients and any relevant third party through instructions about “things to do” before and after surgeries
• Interfaces with appropriate surgery center and hospital staff to ensure a cohesive working relationship in providing patient care services.
• Take reservations for surgeries and schedule a date based on the availability of the surgeon and the medical condition of patients.
• Order patients’ test results and assess information from the report to determine if a patient is ready for surgery.
• Assure appropriate coordination with other clinic departments when special surgical needs occur.
• File, collect, and organize pre and post operational data for reference.
• Sort and distribute incoming and outgoing mail to all necessary parties.
• Order office supplies and log information on any issue that is urgent.
• Maintains schedule for staffing to ensure adequate coverage is available.
• Responsible for coordinating with the surgical facilities for any special equipment or personnel needed for the surgery.
• Effectively utilizes clinical knowledge when determining if appointment is consistent with the diagnosis/indications indicated by the provider.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Knowledge in Microsoft Word, Microsoft Excel, and electronic medical records.
• General understanding of medical terminology, as it relates to the urological field, preferred.
• Knowledge in healthcare systems operations such as EMR.
• Knowledge of governmental regulations and compliance requirements.
• Knowledge of medical terminology and coding.
• Knowledge of Medicare, Medicaid, managed care, and other third-party payer’s guidelines.
• Excellent verbal and written communication skills.
• Must be organized and able to work in a fast paced, high volume environment with excellent follow-through.
• Customer-oriented with ability to remain calm in difficult situations.
• Delivers exceptional patient service throughout all interactions.
• Strong analytical and problem-solving skills.
• Skill in using computer system and general office equipment used to effectively perform job functions including Microsoft Office.
• Skill in using computer system and general office equipment used to effectively perform job functions.
• Skill in using tact and diplomacy in interpersonal interactions.
• Able to demonstrate familiarity and basic knowledge of varied insurance plans.
• Ability to build relationships with patients and display empathy and compassion to patients.
• Ability to work independently and manage deadlines.
• Ability to interface with a heavy patient volume.
• Complies with HIPAA regulations for patient confidentiality.
• Complies with all health and safety policies of the organization.
• Excellent organizational skills and attention to detail.
• Ability to make decisions based on situation review and data compiled.
• Ability to multi-task with accuracy.
• Ability to work with other team members and patients in a courteous and cooperative manner.

EDUCATION REQUIREMENTS

• High School Diploma or equivalent required.

EXPERIENCE REQUIREMENTS

• Minimum of one year scheduling experience in a surgery center and/or medical office setting.
• 1-3 years Lead and/or supervisory experience preferred.

REQUIRED TRAVEL

• N/A

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. Seldom, up to 2%

100 + lbs. Seldom, up to 2%

Lifting - Height, Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%