Appointment Scheduler

Description

Knoxville Orthopaedic Clinic (KOC) is seeking a friendly, organized, and detail-oriented Appointment Scheduler to join our Patient Access team. This position plays an important role in creating a positive first experience for new and established patients by helping them access the orthopaedic care they need.

The Appointment Scheduler coordinates patient appointments by phone, fax, electronic communication, and referral work queues. This role gathers and verifies patient information, schedules appointments according to provider protocols and availability, and clearly communicates important appointment details to patients.

The ideal candidate is an excellent communicator who enjoys helping others, can manage multiple requests in a fast-paced environment, and understands the importance of accuracy, compassion, and follow-through in the patient experience.
What You'll Do

• Receive and process appointment requests from patients, providers, referral sources, Team Members, and electronic work queues.
• Schedule, reschedule, and cancel appointments based on provider protocols, visit type, location, clinical needs, insurance participation, and appointment availability.
• Accurately collect and enter patient demographic, contact, insurance, referral, and appointment information.
• Ask appropriate scheduling questions and identify missing or conflicting information before finalizing appointments.
• Clearly communicate appointment dates, times, locations, arrival expectations, preparation instructions, and required documentation to patients.
• Review provider schedules and appointment templates and communicate scheduling conflicts or unexpected changes.
• Assist with provider schedule changes, clinic reschedules, and patient notifications.
• Coordinate or route requests for referrals, outside medical records, imaging, and other information needed for upcoming appointments.
• Document patient communication, scheduling activity, cancellations, declined appointments, and unresolved issues accurately.
• Respond professionally and compassionately to patient questions and concerns and use appropriate de-escalation techniques when needed.
• Route clinical questions or complex concerns to the appropriate Team Member.
• Collaborate with clinical departments, referral staff, authorization teams, providers, and KOC locations to resolve scheduling barriers and help prevent delays in care.
• Monitor assigned telephone, electronic, and scheduling work queues and follow outstanding items through completion.
• Follow KOC scheduling protocols, patient-access procedures, privacy requirements, and documentation standards.
• Protect confidential patient and organizational information in accordance with HIPAA and KOC requirements.
• Participate in meetings, education, cross-training, quality-review activities, and special projects as assigned.

What We're Looking For

• High school diploma or equivalent required.
• Experience in appointment scheduling, patient access, customer service, medical office operations, or a comparable administrative environment.
• Strong verbal and written communication skills.
• Professional and compassionate approach when assisting patients.
• Excellent organization, attention to detail, and time-management skills.
• Ability to manage multiple calls, scheduling requests, and priorities in a fast-paced environment.
• Strong problem-solving skills and ability to follow detailed scheduling protocols.
• Ability to accurately document patient and appointment information.
• Ability to maintain confidentiality and appropriately handle sensitive patient information.
• Proficiency with electronic health records, scheduling or practice-management systems, telephone systems, email, and common office applications.

Preferred Experience

• Previous experience scheduling appointments in an orthopaedic or specialty medical practice.
• Experience in a multi-site healthcare organization or centralized scheduling environment.
• Knowledge of medical terminology, insurance participation, referral requirements, and provider scheduling protocols.
• Experience with NextGen or a comparable electronic health record and practice-management system.

Join the KOC Team

At Knoxville Orthopaedic Clinic, our purpose is to improve lives through patient-centered care - every patient, every time. Since our founding in 1930, KOC has remained committed to providing high-quality orthopaedic care and an exceptional experience for the patients and communities we serve.

As an Appointment Scheduler, you'll often be one of the first connections a patient has with KOC. Your ability to listen, communicate clearly, and coordinate the right appointment helps patients take an important first step toward getting back to the activities and lives they enjoy.

If you are organized, patient-focused, a strong communicator, and enjoy helping people, we encourage you to apply and become part of the KOC team.

Knoxville Orthopaedic Clinic is an Equal Employment Opportunity (EEO) employer. We are committed to providing a positive work environment where all individuals are treated with respect and dignity. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.