Appointment Scheduler / Call Center Agent – Cleveland Clinic Abu Dhabi

Job Summary
The position of Appointment Scheduler, within the Contact Center, is responsible for booking appointments for CCAD patients to best match access to physician’s schedules. This position will process and follow up pre-registration, appointment and scheduling work queues; will provide non-clinical instructions to patients prior to arrival; will identify financial liability and hand-off coordination of financial counseling if needed to a Financial Counselor. Will be responsible for delivering accurate information while offering a first class patient experience by fully embracing the culture of CCAD and the Patients First values.

Primary Duties and Responsibilities
• Handles patient scheduling for outpatient and other ancillary department visits, determining appropriate visit type and urgency
• Checks the database for available preferred schedules to meet patient’s first choice for dates and times
• Confirms future appointments as well as any changes to existing appointments over the phone and electronic requests
• Collects insurance and demographic information and updates the system as needed while the patient is still on the phone
• Ensures insurance eligibility and determines if patient requires financial counseling and proactively refers patient to a Financial Counselor
• Provides non-clinical instructions to patients as needed to help the patients manage expectations if any preparation is needed
• As part of customer service orientation, shall be able to assist patients in online portal registration
• Works collaboratively with nursing and medical departments in coordinating schedules to ensure seamless and positive patient experience
• Responsible for delivering results for key performance indicators as established by the Manager, Scheduling/Director, Contact Center
• Other duties as assigned

Employer want to submit job applications through their website at: Apply Online

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