![]() From that perspective, customer service should be included as part of an overall approach to systematic improvement. From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer Service: Customer service is the provision of service to customers before, during and after a purchase.Scheduling: Scheduling is the process of arranging, controlling and optimizing work and workloads in a production process or manufacturing process.Specify the abilities and skills that a person needs in order to carry out the specified job duties.Įach competency has five to ten behavioral assertions that can be observed,Įach with a corresponding performance level (from one to five) that is required for a particular job. Incumbent may be required to perform other related duties.What Skills Does a Surgery Scheduler Need? It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. This job description indicates the general nature and level of work expected of the incumbent. Exposed to a fast-paced, high noise-level office environment.Operates all equipment necessary to perform the job.Must be able to sit approximately 90% of the workday.Physical Requirements and Working Conditions: Proficient computer skills including experience in using Microsoft Office or similar applications, and electronic mail.Ability to work in a fast-paced environment with changing priorities and short deadlines. Excellent organization and prioritization skills.Excellent interpersonal and customer service skills.Able to read and understand verbal and written instructions. Excellent communication skills ability to effectively communicate with a variety of patients, staff and physicians.Basic knowledge of medical insurance plan terminology. Demonstrated knowledge and proficiency with medical terminology.Typically requires 1 year of experience in a health care setting performing customer service functions that may include experiences in scheduling, registration, insurance authorization and/or patient billing.Licensure, Registration, and/or Certification Required: May maintain inventory of office supplies, and complete and submit supply orders to replenish stock. Operates and troubleshoots office equipment, arranges for maintenance repairs as necessary.Acts as a resource to providers, staff, patients and families. Answers, screens, triages, prioritizes, and determines urgency of incoming calls.Runs reports and verifies correct entry of codes and updates charges if errors are made. Reviews revenue to ensure charges are entered for every patient. Processes patient charges and calculates based on procedure type, length of procedure, and supplies used.Obtains necessary lab work, x-rays, H&P (History & Physical) as applicable.Notifies providers with schedule changes and additions. Prints and distributes future OR schedules to all appropriate areas. Maintains and updates surgery assignments. Schedules next day and beyond surgical procedures.Coordinates and communicates changes to existing schedule with appropriate departments/staff and makes adjustments to ensure maximum utilization of rooms and equipment. Coordinates scheduling of surgical procedures between physicians and their offices, available OR specialty time, anesthesia, and other departments as necessary (i.e., X-ray, MRI, CT, etc.).
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