Telephone Scheduling Coordinator

Telephone Scheduling Coordinator

The Telephone Scheduling Coordinator is responsible for all aspects of patient scheduling, managing high-volume inbound and outbound calls. This role ensures a smooth and efficient scheduling experience for patients. The Patient Scheduling Coordinator will handle approximately 100 calls per day, from start to finish, and will be trained on all aspects of scheduling. They will work closely with the rest of the scheduling team to support patient care coordination.

This position requires exceptional customer service skills. The Patient Scheduling Coordinator serves as the first point of contact for patients and must consistently demonstrate professionalism, empathy, and strong communication abilities. The ideal candidate will be able to create a positive experience on every call, effectively address patient needs, and maintain a calm, solutions-focused approach in a fast-paced, high-volume call environment.

Location: Peoria, IL (On-site training required; eligible to transition to a fully remote work arrangement following completion of training, subject to manager approval and business needs.)

Pay & Benefits

• Pay Range: $16.00 $25.00/hour (Based on experience, education, and other factors)
• Medical, dental, and vision insurance (multiple plan options)
• Special wellness programs Maven, HingeHealth, Livongo, Vitality, and Wondr
• 401(k) retirement plan with employer contributions
• Company-paid life, short-term, and long-term disability insurance
• Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
• Paid time off and holidays
• Employee Assistance Program (EAP)
• Discounts through our Perks Program

Responsibilities

• Answer and manage approximately 100 calls daily, including scheduling appointments, rescheduling, and handling inquiries.
• Schedule patient appointments for office visits, scans, labs, and procedures following established protocols.
• Communicate appointment details and instructions clearly to patients and internal staff.
• Document all call interactions and scheduling details accurately in the electronic medical record (EMR).
• Coordinate with providers and other departments to ensure accurate scheduling and follow-up.
• Handle missed or changed appointments and ensure timely rescheduling.
• Maintain professionalism and compassion when dealing with patients, including those who may be upset or stressed.
• Support the scheduling team with administrative tasks as needed.
• Follow all legal regulations including HIPAA, and all company policies and procedures.
• Perform all other Scheduler duties as requested.

Qualifications

• High school diploma or GED (required)
• 3+ years of experience in a healthcare setting (preferred)
• Strong communication, problem-solving, and multitasking skills
• Familiarity with EMR systems and medical terminology
• Ability to work independently and as part of a team in a fast-paced environment

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for prolonged periods of time. Involves contact with patients and public.