Nemours Children's Health is seeking a full-time Operations Specialist for their Cardiology division in Orlando. The role involves managing new patient referrals, scheduling appointments, optimizing provider schedules, and handling clinic templates for the Cardiology division. Key responsibilities include processing referrals within 8 business hours, confirming appointments, maintaining provider schedules above 90% capacity, and providing excellent customer service through the 'Heart Line'.
Nemours is seeking an Operations Specialist (Cardiology), FULL-TIME, to join our Nemours Children's Health team in Orlando, Florida.
This position is primarily responsible for scheduling new patient referrals for the Cardiology division in Central Florida, Confirming Appointments, ensuring provider schedules are optimized. This position completes Cardiac Center Template Submissions, edits templates for opening additional clinics, processing clinic cancellation request and rescheduling of impacted patients due to clinic closures. This position serves as a liaison between the Cardiology division and the Central Scheduling team, provides exemplary customer service for internal and external customers on behalf of the Cardiology division and is responsible for answering the “Heart Line”.
Job Responsibilities
- New Patient Referrals:
- Processes New Patient Referrals on behalf of the Cardiology division by contacting parents/guardians within 8 business hours of receipt of referral.
- Registers patients according to reliable methods, validates demographics and ensures primary insurance is captured.
- Ensures authorization for services is received and contacts primary care physician to obtain authorization when not available.
- Updates status of each referral in the New Patient Work Queue and follows reliable methods to ensure accurate data is captured.
- Reports defined metrics to Operations Manager and Service Line Administrator.
- Collaborates with clinical team to ensure referrals are triaged appropriately, patients are seen in a timely manner and in the appropriate location closest to their home.
- Demonstrates an understand of I Guide and participating insurance plans.
- Keeps abreast of insurance requirements to minimize denials.
- Appointment Confirmation:
- Confirms Appointments by following the established reliable method for Cardiology.
- Reports defined metrics to Operations Manager and Services Line Administrator.
- Cancels/reschedules patients’ appointments when unable to attend.
- Optimizes Provider Schedules:
- Scans provider schedules daily and backfills appointments to ensure provider schedules are > 90% scheduled on the day of service.
- When necessary, adjusts patient appointments to ensure enough time is available and gaps in provider schedules are minimizes.
- Scheduling Templates:
- Opens provider templates and ancillary schedules based on call schedule submissions.
- Edits templates for a single day to open access clinics when directed by leadership.
- Possesses a working knowledge of Cadence templates, provider patterns, and visit types.
- Clinic Cancellation & Rescheduling:
- Processes all Clinic Cancellation and Rescheduling requests on behalf of the Cardiology division within 8 business hours or less of receipt.
- Reschedules patients impacted by cancellation.
- Customer Service:
- Provides customer service in an exemplarily for both internal and external customers.
- Answers the “Heart Line” and directs callers to appropriate area.
- Communicates in a timely manner via electronic communication (Outlook messages, Epic In basket messages, and Epic Telephone Encounters).
- Additional miscellaneous duties and responsibilities, as may be assigned from time to time by employee’s supervisor.
Job Requirements
- High School Diploma required. Specialized (1 year of training beyond high school required).
- Associate degree preferred.
- Minimum of one (1) to three (3) years' experience required.
- Customer service experience required.
- Medical office and/or call center experience preferred.
Location: Orlando, FL, United States
