Northern Light Acadia Hospital Department: Physician Practice Central Ops Position is located: Acadia Work Type: Full Time Hours Per Week: 40.00 Work Schedule: 8:00 AM to 4:30 PM Summary: A culture of kindness and Service Excellence are priorities for Acadia Hospital. Every customer making contact must have an exceptional experience. The Patient Access Scheduler is responsible for the smooth operation and flow of calls handled within the scheduling area. The scheduler protects client confidentiality while answering inquiries and processing phone calls. He/she triages calls appropriately based on the information provided by the caller. He/she schedules all appointments/ reschedules, checks the medication refill line, and inputs patient callback information to providers and resource staff to all departments to which assigned. The Patient Access Scheduler utilizes excellent customer service skills while working with patients, patient family members, and staff, exhibiting professionalism and compassion in all interactions. Performs any duties and/or responsibilities assigned by Manager or Supervisor for which qualified. Responsibilities: People Pillar a. Must possess excellent customer service, communication, organizational skills, and attention to detail b. Ability to multi-task, prioritize appropriately, and work well both individually and as part of a Team c. Must demonstrate professional appearance and manner at all times d. Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients, patient family members, hospital staff, and community providers/pharmacies e. Understands the mission of The Acadia Hospital and familiarizes self with the facilities policies, procedures, and Inter Departmental Directives (IDD) f. Treats colleagues with respect and understanding for the job they are performing g. Continuously and promptly communicates with supervisor with any unresolved conflicts affecting departmental or Individual productivity h. Represents the organization in a positive and professional manner in the community Service Pillar a. Schedule flexibility, punctuality, reliability are required and necessary absences are planned in advance b. Assist in maintaining a work environment free from recognized hazards that create a risk of injury to employees, patients or visitors and that all accidents and incidents are reported by employees and properly investigated. When appropriate, assist with the return of all workers with work related injuries and illnesses to gainful employment c. Has extensive knowledge of how the telephones work and the functions they can perform d. Ability to sit for large portions of a workday e. Be able to maneuver quickly and efficiently through all Electronic Health Records f. Maintains a cancelation list within the Electronic Health Record for patient requesting quicker appointments while allowing for open appointments to be filled g. Maintains providers schedules within the Cerner system to ensure patients are scheduled accurately based on availability h. Timely completion of patient requests from information obtained through messaging systems i. Addresses all patient portal messages on a daily basis to meet Hospital standards Quality Pillar a. Possesses the ability to multi-task and work on multiple computer screens plus answering the phone console b. Answers the phone appropriately, within departmental time standards, identifying Acadia Hospital and oneself while maintaining consistently patient, sincere, clear tone. Establishes a good rapport with all departmental, hospital and community personnel c. Interdepartmental communications are effective, and professional, per Acadia Hospital directives d. Maintains patient confidentiality at all times e. Maintains regulatory requirements, including The Joint Commission (TJC), Federal and State regulations. Complies with all organizational policies regarding EMHS’s Code of Conduct and ethical business practices f. Follows all departmental protocols. Seeks clarification if unsure of protocol Finance Pillar a. Actively monitors and eliminates weekly overtime with assistance of supervisor by cooperating with schedule adjustments Growth Pillar a. Takes responsibility for own learning as applicable to job and departmental needs b. Actively participates in training of new staff c. Possesses the ability to adapt to change within the organization while coordinating with departmental leaders regarding the most appropriate methods to incorporate changes d. Offers suggestions and ideas to improve the department and the organization Other Information: Competencies and Skills + Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan. + Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation. + Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved. + No previous experience required. + Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others. Education + Required High School Diploma/General Educational Development (GED) Working Conditions + Potential exposure to abusive and/or aggressive people. + Work with computers, typing, reading or writing. + Prolonged periods of sitting. Northern Light Acadia Hospital is a broad behavioral health delivery system centrally managed from its location in Bangor, Maine. Acadia Hospital is a leader in providing comprehensive inpatient and outpatient services, tele-psychiatry, consultations to regional emergency departments, school-based and employer-based services, and integration into primary and specialty care practices. Northern Light Acadia Hospital offers innovative programming in the form of eating disorder services and a geriatric mood and memory clinic, which is involved in multiple clinical trials for promising Alzheimer's medications. The hospital is also the parent organization of Northern Light Acadia Healthcare which provides a substance use disorder treatment program, case management, and other outpatient mental health services serving patients from all corners of Maine. Acadia Hospital embraces service excellence and high quality care as evidenced by its commitment to achieve Center of Excellence status in the delivery of behavioral health services. Northern Light Acadia Hospital is a member of Northern Light Health, an integrated statewide health delivery system that is raising the bar with no-nonsense solutions that are leading the way to a healthier future for our state. Northern Light Health offers a broad range of providers and services, including ten hospitals, primary care and specialty physician practices, long-term care, home health and hospice agencies, and emergency ground and air transport. Bangor, Maine is a vibrant small city with easy access to Maine's spectacular coast, mountains, and lakes. Schools rank among New England's best with the flagship campus of the University of Maine located in the neighboring town of Orono. Bangor serves as the regional hub for medicine, the arts, and commerce. Bangor International Airport offers direct and one-stop service to many major destinations. Position SchedulerLocation Req ID null