Central Scheduling Representative I

Patient Appointment Coordinator

Make all patient appointments for all locations and all providers to ensure all providers are fully utilized

Essential Functions Statement(s)

• Makes appointments for patients, reschedules and cancels through the patient portal, patient call, and outside referral software program
• Follows appointment guidelines to ensure proper scheduling
• Determines patient's clinical need to ensure proper scheduling
• Performs other related duties as assigned
• Accepts incoming patient phone calls and uses computer systems to schedule patients
• Triages patient needs for timeliness of appointments based upon pre-determined criteria
• Determines which physician to place patient with based upon pre-determined criteria
• Retrieves appointments requests from the patient portal and places outbound calls to patients to schedule appointments.
• Monitors and replies promptly to patients' online portal messages.
• Communicates and collaborates with physicians and medical staff to meet patient scheduling needs.
• Meets daily and monthly call quota expectations as assigned by supervisor/manager
• Monitors and schedule patient referrals from hospitals and community medical partners.
• Performs other related duties as assigned

Skills & Abilities

Education: High School Graduate or GED Required

Experience: 6 months of combined experience in a call center or high volume-scheduling department with EMR/EHR systems and multi-line phone services or customer service is required.

Preferred Experience: Experience in a healthcare setting (physician's office, clinic or hospital) with knowledge of insurances, copay collection, referral procedures, and healthcare terminology. Orthopedics experience is preferred.

Computer Skills: Must be computer literate. Basic computer skills required such as Word and Outlook. Must be able to type.

Position Qualifications

Competency Statement(s)/Mental Demands

• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Campbell Clinic Benefit Summary:

• Medical / Dental / Vision Insurance
• HRA Option
• Flexible Spending Account
• Basic Life Insurance
• Voluntary Life Insurance Option
• Long-Term Disability
• Voluntary Short-Term Disability
• Accident Insurance
• Critical Illness Insurance
• 401(k) Plan Matching + Profit Sharing
• Employee Assistance Program
• Paid Time Off
• Paid Holidays

Equal Opportunity Employer/Veterans/Disabled