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I would also follow up with the members, just to check on them. I would try and schedule members a visit the very next day. I have talked to many members that were crying on the phone and had to contain myself. The hardest part of my job was listening to some patients, who didn't have help or how there children didn't help them. I worked with a good group of co-workers, we were teamplayer very professional and alway filled the gaps, when it came down to scheduling daily. Weekly meeting and being updated on new procedures and policy was outstanding in our growth. Our Management team is dedicated to improving member care.
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I learned how to listen to members and family members concerns and needs.
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Being a superb communicator who really enjoyed talking to patients. Calling potential members to coordinate in-home visits with nurse practitioners. So although mainly this was a call center environment, the various tasks that were involved really made this a great place to refine ones Customer Service/Interpersonnel communication skills. I was many times the "lead" scheduler of a specific Health Care Provider, and thus the NP's in their area which meant in addition to scheduling visits required of me daily was filling my Nurse Practioners week with visits that preferably within close proximity of each other with help of a small team, usually of 3-4 fellow schedulers, and also interacting with Nurse Practioners themselves to assist with any scheduling requests or problems that may arise in the field. The role of a Scheduling Specialist involved constant outbound calls to contacts, which were of members of several different Health Care Groups we were aligned with, in attempts to schedule a free, in home visit from a NP in the near future to detirmine their health "scores" which ultimately was crucial to Health Care Providers detirmination of the members insurance needs and also provided the elderly with one on one time with a licensed Practitioner.