Accepts, screens, routes incoming telephone calls appropriately, and takes accurate messages. Relays messages to appropriate person in a timely manner.  Coordinates patient flow including but not limited to greeting incoming patients, COVID screening via phone and in clinic, serves as an information resource for patients by answering questions concerning departmental services, policies, and procedures. Correctly schedules and registers patients for appointments in EPIC by obtaining and recording basic demographic data and insurance information if applicable in accordance with prescribed policies and procedures.  When needed directs patients to appropriate facilities at University of Illinois Hospital and Outpatient Care Center such as laboratory, radiology, etc…

Interviews patients to obtain all demographic and financial information. Schedules patient appointments. Confirms, notifies and reminds patients of appointment and/or changes.

Investigates fails, cancels, and no shows from the previous week. Assists with reschedule appointments.

Resolves any patient concerns or problems that require immediate response and will escalate to unresolved concerns as needed.  

Composes and/ or type correspondence, in-service material, etc. and proof read same.

Create flyers for transplant information meetings and patient support groups; Filing and record management; breakdown of patient charts; Order office supplies, medical supplies and forms; monitor usage/supply of same;

Other administrative and support duties as assigned (faxing, copying, etc)

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER

High school graduation or equivalent

Experience:

Any combination totaling three (3) years (36 months) from the following categories:  Responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience or college coursework which included courses in business administration, communications, public relations or similar area of study as measured by the following conversion table or its proportional equivalent:

• 30 semester hours equals 1 year (12 months)
• 60 semester hours equals 2 years (24 months)
• 90 semester hours equals 3 years (36 months)
• 120 semester hours equals 4 years (48 months)

One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative

Required Qualifications:

• Bilingual Language Skills.  The ability to read, write, and verbally communicate in both Spanish and English.
• Previous Transplant clinic experience and scheduling.

Preferred Qualifications: __________________________________________________

• Previous experience in a fast pace environment.
• Problem-solving techniques.
• Knowledgeable of Transplant complexity visits and patient needs.
• Previous experience in EPIC and reception desk check-in and scheduling multiple appointments.