Services Froedtert & Medical College of Wisconsin providing patient registration and scheduling to ensure a quality experience. Tasks are completed for many specialties and a large group of physicians (typically 200 or more) across the many locations of our clinical enterprise following detailed protocols of each location and provider. Help patients schedule with the right physician at a time and location most convenient for them and complete full registration and insurance coverage set up to help ensure proper payment for services rendered. Staff complete all responsibilities for their assigned team within Pre-Arrival, and provide cross-coverage for two additional teams.
Primary FunctionsSchedule appointments via phone for multiple specialties and locations including providing directions and other information regarding appointments.Complete full registration cycle including setting up insurance coverage for new patients and verifying coverage for established patients.Process referral queues, messages, faxes, email, and other correspondence following detailed guidelines and provide information to schedule patient appointments.Develop understanding of Froedtert & Medical College of Wisconsin clinic locations and affiliates including directions to and within associated buildings.Take messages, answer questions, and direct calls if customer inquiries are unrelated to scheduling or registration.Organize reference materials and email volume keeping records and communication updated.Ensure a positive customer experience by anticipating and diffusing customer challenges.Assist with quality control measures and special projects including rework, quality review of colleagues, and verifying report accuracy.Record referral information and work with Utilization Management to facilitate patient care.Complete MSP questionnaires with Medicare patients.
Knowledge – Skills – Abilities
Knowledge of quality control, customer service standards, information management, procedural process, and recordkeeping.
Computer, technical, interpersonal, oral communication, listening, and patience skills.
Building: Research Park Center
Department: Clinical Practice Services
Reports to (Title): Appointment Services Supervisor
Direct Reports (Titles): Central Services Representative, Sr. Appointment Services Representative, Appointment Services Lead, Clinic RN’s
Appropriate education and/or experience may be substituted on equivalent basis
Minimum Required Education: High school diploma
Minimum Required Experience: 3 years
Grade Name 7
Full-Time Equivalent 1.0
FLSA Status Non-Exempt
FLSA Test Administrative
Workweek Full-time role with expectations for coverage during core business hours and flexibility required as necessary to accommodate business needs.
Job ID 331
Job Name Administrative Support Grade 8 and Up
Position Category Clinical Management Services
Complexity – some initiative and occasional judgment required
Impact – errors may cause minor damage; work requires regular attention to accuracy
Autonomy – performs work without constant supervision; expected results are specifically outlined
Communication – proactively provides information to others; ensures appropriate dissemination of information
Responsibility – assists others to ensure proper completion of work
Confidentiality – supervised when working with confidential information
Leadership – may provide periodic training or assistance to others
Work requires occasionally lifting moderate weight materials, standing, or walking continuously.
Little or no exposure to hazards such as dust, fumes, or extreme temperatures, airborne or blood borne pathogens, extreme temperatures, or allergens.
Ability to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.
Occasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.
Exhibit confidentiality, honesty, and actions that build trust and strengthen relationships. Listen to others and effectively communicate in a clear and concise manner through written and verbal communication. Demonstrate respect and commitment to the values of diversity and equity; seek out and incorporate diverse perspectives into decision making.
Excellence and Creativity
Exhibit initiative and ingenuity by taking ownership of tasks to proactively improve services, avoid problems, or develop opportunities. Generate novel and valuable ideas to impact institutional missions.
Identify and implement new methods to increase efficiency and quality.
Education and Development
Displays an ongoing commitment to continuous learning and self-improvement in one's area of responsibility. Actively seek out mentorship and learning opportunities that can be applied to current and future work activities. Develop and maintain professional affiliations. Participate in design, development, and/or evaluation of instructional materials, methods, courses, or programs.
Agility and Judgment
Remain flexible and versatile in rapidly changing environment and adapt quickly to changing circumstances. Change behavioral style or method of approach when necessary to achieve a goal. Make timely and sound decisions based on analysis of information, experience, and logic. Show reliability and accountability in the successful completion of all work.
Stewardship and Institutional Citizenship
Support transformational change to achieve institutional vision and strategies. Be an active and thoughtful participant in institutional initiatives, meetings, and committee work. Conserve resources and use in an efficient and cost effective manner across all institutional missions. Look for ways to improve and promote quality within area of influence.
Employment in this position may be contingent upon successfully completing a background and criminal history check, caregiver background check in accordance with the Wisconsin Caregiver Background Check
Law, physical examination, and / or driving record check.
Equal Opportunity Employer
The Medical College of Wisconsin is an affirmative action / equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, veteran status, disability, or sexual orientation.
Diversity and Inclusion
The Medical College of Wisconsin defines diversity as a commitment to recognizing and appreciating the variety of individual differences in an environment that promotes and celebrates individual and collective achievement. The diversity of MCW continues to be an important source of innovative ideas and creative accomplishments.
Employees that have access to MCW, affiliate, subsidiary, or student data or Protected Health Information
(PI), or research protected information are obligated to protect the confidentiality and proper use and access of this information in order to prevent loss, misuse, unauthorized access, unnecessary identification, or security breaches.
This job description is not an employment contract and the Medical College of Wisconsin may modify this document at any time. This document is intended to indicate the types of tasks and levels of skill, effort, and responsibility required by positions assigned this title. This information shall not be construed as a declaration of the specific duties and responsibilities of any particular position. It is not intended to limit or modify the right of any supervisor to assign, direct, and control the work of direct reports. The functions described are not to be interpreted as exclusive or all-inclusive of the various functions performed.