The Surgery Scheduler at the Livonia Specialty Center will primarily schedule Otolaryngology patients for inpatient and outpatient surgical cases for the following locations/operating rooms: University Hospital, C.S. Mott Children's Hospital, Livonia Surgery Center, and East Ann Arbor Surgery Center. The surgery scheduler may also be asked to provide additional clerical support at the front desk as needed.
- Schedule Otolaryngology patients for inpatient and outpatient surgical cases for the following locations/operating rooms: University Hospital, C.S. Mott Children's Hospital, Livonia Surgery Center, and East Ann Arbor Surgery Center.
- Coordinate all preoperative and postoperative tests as necessary.
- Coordinate cases with other services when necessary to ensure that appointment fits the needs of the patient and providers.
- Coordinate preoperative history and physical appointments. Counsel patients/families regarding hospital and department policies and procedures regarding surgical cases.
- Maintain a tracking system of all surgeries using an Excel template on a shared network drive with other colleagues.
- Collaborate with insurance authorization coordinators to obtain coverage for implantable device surgeries and other complex procedures.
- Provide support to Otolaryngology physicians by scheduling new, return and postoperative visits for patients, including detailed multiple appointment scheduling.
- Schedule and coordinate outside referral and ancillary services/testing.
- Manage phone calls from internal and external customers.
- Arrange interpreter services for visits and relay appointment information through relay/interpreter services over the phone as required.
- Obtain clearance for surgical cases; ensure all necessary data is in place prior to surgery scheduling and surgical date.
- Coordinate with other department schedulers to optimize use of Otolaryngology service block time at operating rooms at each location and help meet patient and surgeon needs with respect to clinical care and productivity.
- Advocate for patients and their families and help them connect with a patient financial counselor to obtain cost estimates or financial assistance.
- Serve as a representative of the surgery scheduler team/role on various committees and work groups as needed.
- Develop, along with supervisor and scheduler colleagues, standard work flows and processes and find ways to increase efficiency.
- Participate actively in efforts to improve processes that will enhance the experience of internal and external customers (pro-actively identify opportunities and potential issues), including the lean in daily work huddles.
- Attend surgery case conference meetings as requested.
- Provide phone and in-person scheduling support for colleagues to cover scheduled and unscheduled absences.
- Provide occasional clerical support at the front desk including checking patients in and out of their appointments, validating patient demographics and insurance information, completing inbasket messages using the MiChart system and processing patient payments.
- Obtain patient medical records from outside facilities prior to patient appointments.
- Schedule patient appointments from referrals using a MiChart work queue.
- Participate in LEAN initiatives and attend daily huddles.
- Bachelor's degree or equivalent combination of education and experience
- Knowledge of medical records and medical terminology.
- Past record of excellent attendance.
- Ability to exhibit a professional and positive image when interacting with patients, faculty and staff.
- Must have strong organizational and time management skills as well as attention to detail and the ability to prioritize and manage multiple responsibilities in a very busy, complex clinical setting.
- Strong written, verbal and non-verbal communication skills.
- Ability to problem-solve independently when new challenges arise.
- 3-4 years of experience.
- Prior experience performing complex scheduling.
- Familiarity with obtaining medical records or professional billing.
- Financial counseling experience for healthcare patients.
- Exceptional interpersonal skills and the ability to work well within a team setting.
- Ability to communicate effectively.
- Demonstrated active listening, written, verbal, and information technology skills.
- Knowledge of Otolaryngology terminology is helpful.
- Experience and expertise in using Epic/MiChart are preferred.
- Experience working within a large, complex healthcare setting.
- Knowledge of university policies & procedures.
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The University of Michigan is an equal opportunity/affirmative action employer.