Job Description
QA Training Coordinator-Central Scheduling
Requisition ID
2024-48633
Category
Administrative/Clerical
Overview
This position is responsible for developing and implementing tools for quality monitoring for Central Scheduling. This monitoring is performed on both an individual and departmental basis. The objective of this position is to ensure accurate scheduling of patients into Nationwide Children?s Hospital Clinics and Ancillary services so that reimbursement to the hospital is timely, insuring and protecting the hospital?s financial position. Accuracy in Central Scheduling has a direct impact on the entire revenue cycle. Accurate scheduling also contributes to providing excellent customer service for families and directly impacts patient care by ensuring that children are scheduled timely, accurately and appropriately.
Schedule: Full-time, Exempt, Please Note: This is a on site position. Hours are Monday- Friday 9am-5:30pm
Location:
3700 Corporate Drive, Central Scheduling
3700 Corporate Drive
Suite 230
Columbus, Ohio 43231
United States
Why Nationwide Children's Hospital?
The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children's Hospital, Where Passion Meets Purpose.
Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission.
We're 14,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we'll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere.
Ask anyone with a Nationwide Children's badge what they do for a living. They'll tell you it's More Than a Job. It's a calling. It's a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere.
Nationwide Children's Hospital. A Place to Be Proud.
Responsibilities
Investigate (by listening to recorded calls, pulling data, etc), respond to and report (via magic) all error forms sent to the Central Scheduling Quality Improvement mailbox.
Investigate, respond to and report all potential errors or issues reported via phone and e-mail.
Review errors made with the appropriate scheduler(s) and retrain as needed.
Answer scheduler questions throughout the day. Oftentimes these questions pertain to operational processes/protocols that exist for each clinic.
Conduct quality checks for each scheduler each month. 5 random recorded calls are pulled for each scheduler and are graded based on set criteria.
Pull reports and conduct audits to avoid potential scheduling errors (i.e.: checking for PCP entered, etc).
Attend meetings with clinic staff as appropriate to assist in addressing issues, etc.
Attend meetings for new clinics as they come on to Epic Cadence in order to plan and execute training needs for Central Scheduling and clinic staff.
Silent monitoring to ensure quality
Update resource sheets and training materials to ensure the schedulers have the most current information.
Monitor Hi-Path Manager for queue volume and to see if schedulers need help if on work for an extended period.
Testing Cadence as fixes go in.
Act as the backup for the Epic trainers in regard to the Cadence application which may include: initial training of schedulers, refresher training and competency testing.
Qualifications
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
Education:
Bachelor's degree preferred.
Two years experience in health care setting; preferably Central Scheduling.
Required Experience:
Excellent communication and customer service skills.
Working knowledge of Epic Cadence.
Detailed understanding scheduling protocol.
Strong professional demeanor with the inherent ability to rapidly establish credibility and rapport with other employees, clinicians, managers and external groups.
Demonstrated ability to identify opportunities for process improvement, identify solutions, plan for and implement those same solutions.
Minimum Physical Requirements:
Frequently (34-66%): Standing, walking, sitting, lifting, carrying, pushing, and pulling.
Occasionally (0-33%): Stooping, reaching, and kneeling.
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EOE M/F/Disability/Vet
