Job Description

Clinical Scheduler

City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center that is ranked top 5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope's uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas.

Job Summary

The Clinical Scheduler is responsible for the coordination and scheduling of patient care appointments including provider appointments, labs, testing, diagnostics, treatment modalities, procedures, and follow-up appointments. The Scheduler effectively collaborates with clinical and non-clinical departments, providers, and patients to coordinate and schedule patient care appointments, ensuring alignment with provider availability and patient preference, while completing necessary documentation to support pre-certifications of treatments and procedures. This role will be assigned a variety of complexity in scheduling assignments and receive direction from physicians or other qualified clinical personnel involving more complex patient scheduling needs

Job Qualifications - Required

Experience: 2 years of professional experience, preferably in healthcare

Experience with multifaceted online computer applications, preferably clinical scheduling

Special Skills

• Analytical with strong problem-solving skills
• Strong computer skills
• Knowledge of medical terminology
• Advanced written and verbal communication skills as well as high level customer service skills
• Strong interpersonal, leadership, and teambuilding skills
• Excellent organizational skills and ability to manage multiple priorities and responsibilities.
• Efficient, reliable, flexible, goal oriented and adaptable to change, while maintaining high productivity levels
• Ability to be empathetic and resolve conflict/barriers; Ability to handle difficult situations and escalate when necessary

Job Responsibilities

75% Scheduling

Expeditiously interviews patients and/or gathers information from others, to ascertain patients' medical and travel needs for all interactions with providers, diagnostic departments, treatment modalities and ancillary services.

Schedules all appointments by adhering to department procedures and guidelines, ensuring optimal patient experience and operational efficiency.

When applicable, arrange travel for patient through Travel Dept. and confirm schedule arrangements with patients.

Exemplify excellent customer service skills when communicating with patients, Stakeholders, and all other customers, to promote top box patient satisfaction scores and our Stakeholder Bond. Escalate special issues/needs to leadership or a clinical resource.

Document all pertinent data into electronic medical record and other related electronic systems and manipulate data to coordinate both patient and provider schedules.

Respond promptly, professionally, and friendly to patient and Stakeholder inquiries and notifies patients and providers of impending schedules, changes in schedules, and pertinent preparation for tests and exams through face-to-face, telephone and/or electronic means.

Forwards patient orders to various hospital departments.Communicates with external providers to coordinate patient schedule and/or patient orders.

15% Department Operations

Flexible, organized, and performs functions with attention to quality and accuracy; proactively seeks process improvements.

Maintains broad knowledge of scheduling processes/procedures, customer service practices, and hospital policies and procedures, by attending department huddles, meetings and educational opportunities directed by leadership.

May be asked to assist with training/on-boarding of new Stakeholders.

Supports department strategy and key performance indicators (KPIs) by tracking personal productivity/statistics as instructed.Partners with leadership to understand the department and corporate strategy and operating directives.Follows established methods, processes, and pathways to accomplish goals and seeks out guidance for less routine or new assignments.

10% Special Projects & Assignments

Participates in special projects and assignments.

Perform additional duties as assigned by leadership, assisting with successful department operations and patient efforts.

City of Hope is an equal opportunity employer.

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

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