Provider Support Specialist

Job Title:

Provider Support Specialist

FLSA Status:

 Exempt Non-Exempt

Department:

Administrative Operations

Location(s):

Clinic Offices

Reports To (Title):

Scheduling Manager

Overall Objective: 

The Provider Support Specialist provides comprehensive administrative support to a designated clinician (MD, NP or PA). This role is responsible for scheduling patients for surgery, diagnostic imaging, PAT appointments and other tests/procedures all while ensuring exceptional patient care throughout the scheduling process. In addition, the Provider Support Specialist assists with order entry, obtaining medical records pertinent to office visits and medical clearances and other administrative tasks as assigned.

Principal Activities: 

Principal Activities and Expected End Results

• Schedule tests, diagnostic and surgical procedures per physician’s orders, facility availability and patient preference in a timely manner to provide quality patient care and result in patient satisfaction.
• Determine the necessary medical clearances based on procedure and the patient’s medical history/condition, including but not limited to pre-operative testing, lab tests, and specialist consultations and ensure completion.
• Confirm all necessary medical information is available to the surgical team so that procedures can be performed as scheduled without compromising the quality of outcomes and in compliance with regulatory requirements.
• Prior to the procedure, conveys all necessary information such as surgical orders, insurance precertification, chart documentation and applicable results/imaging to the facility in an accurate and timely manner.
• Educate patients regarding their upcoming procedure and provide instructions for required preparation.
• Monitor assigned physician’s schedules to anticipate changes in workload, absences and other events that might affect scheduling.
• Gather information from multiple sources including recent health records from external providers and facilities in preparation for patient clinic visits. 
• Under the provider’s supervision, enter surgical, procedural and imaging orders to facilitate the provider’s treatment plan for the patient.
• Under the provider’s supervision, track lab and imaging tests and report results to healthcare professionals.
• Positively impact Patient Satisfaction where procedures are not delayed due to patient failure to correctly prepare.
• Perform other duties assigned in support of clinical excellence, operational effectiveness and patient-centered care.

 Knowledge and Experience: Minimum Knowledge, Skills, Abilities and Experience

• High school diploma or equivalent.
• Accurate data entry.
• At least six months of experience working in a patient registration or clerical/administrative position in a medical setting.
• Ability to communicate clearly, effectively and empathetically with patients and their family members.
• Thorough understanding of scheduling policies and practices, including physician preferences and constraints.
• Ability to effectively handle multiple duties simultaneously and satisfy competing scheduling demands.
• Excellent patient-relations skills.

Desirable Knowledge, Skills, Abilities and Experience Experience posting surgical procedures in a hospital, ambulatory surgery center or surgical practice.

Prior Work Experience: List the jobs that would provide the incumbent with the experience and skills needed for this position. Patient Representative, or Surgical Scheduler.

Physical Requirements: 

Describe any critical physical requirements of the job (e.g. lifting – how many pounds, exposure to heights, precise visual or auditory acuity, work environment, etc.) and the frequency of occurrence (e.g. occasionally, frequently, continuously). Physical requirements include standing, walking, sitting, balancing, stooping, kneeling, crouching, crawling, reaching/working overhead, keyboard use, repetitive hand motion, pushing, pulling, lifting and carrying, alternate sitting and standing. Requires the ability to sit, stand and walk throughout the workday. Visual and hearing acuity required to receive and act on instructions, use a telephone and computer. Requires repetitive hand motion (keyboarding and operating a mouse).

Other Information: The Provider Support Specialist role requires the ability to accurately perform detailed work that frequently involves follow-up and follow-through to ensure timely completion; knowledge of assigned physicians’ practice methods and preferences; the ability to communicate clearly, professionally and compassionately with patients and their family members; and the ability to communicate and coordinate effectively with Virginia Urology’s surgery centers and Patient Accounting department, and with the staff at hospitals and other physician practices. People in this role will exhibit strong initiative, and personal accountability.

Compensation for this role ranges based on experience from $17.88/hour - $24.59/hour.