Patient Scheduling Coordinator

Job Description

Job Description

Summary

In collaboration with medical, dental, mental health, and patient support teams, the PSC helps ensure patients receive timely, respectful, and efficient access to care and services.

Who We Are

Our mission is to provide an open door to exceptional health services and connections to support individuals and families in healthy living.  

Wallace is a Federally Qualified Health Center providing affordable, high quality medical and dental services to underserved communities lacking access to basic healthcare in the Portland/Gresham area. We are a patient-centered care home committed to engaging our patients fully with support and resources to help them achieve better health. 

Join Our Team

We offer a welcoming, inclusive workplace that values individual contributions, cultural diversity, and ongoing learning.

Our team collaborates in an open, cooperative, and respectful environment to bring good health to overlooked and underserved individuals and families.

General Job Duties

Patient Service and Reception Duties

• Welcome patients and provide friendly, compassionate, professional, and culturally responsive customer service.

• Provide patients with general information about Wallace services and connect them with the appropriate team members as needed.

• Schedule and coordinate medical, dental, and behavioral health appointments in accordance with established scheduling guidelines.

• Rotate between Reception and Call Center responsibilities based on operational needs, including answering and routing calls, assisting patients, and scheduling appointments.

• Check in patients for medical, dental, and behavioral health appointments while supporting efficient patient flow.

• Collect, verify, and update patient demographic, insurance, and registration information to ensure accurate records.

• Confirm appointments and communicate relevant appointment information to patients.

• Help maintain provider schedules by contacting patients on waitlists, recall lists, or cancellation lists to support timely access to care.

• Accurately enter and maintain patient information and documentation in the electronic health record (EHR).

• Identify patients who may qualify for insurance enrollment support and other available resources.

• Explain forms, applications, and required documentation in a clear, patient-friendly manner, and assist patients with completing intake, registration, and financial assistance of paperwork as needed.

• Provide additional guidance and support to patients who need help understanding forms, processes, eligibility requirements, or available resources.

• Maintain accurate, confidential patient records in accordance with organizational policies and procedures.

• Perform other reception and administrative duties as assigned.

Wallace Team Member

• Participate actively in daily huddles, team meetings, and other organizational activities as appropriate.

• Collaborate with medical, dental, administrative, and patient support teams to promote coordinated, timely, and patient-centered care.

• Maintain positive, respectful, and professional working relationships with patients, staff, volunteers, and community members.

• Provide exceptional customer service and contribute to a welcoming and compassionate environment for all patients.

• Communicate relevant patient needs, concerns, and barriers to the appropriate team member to support continuity of care.

• Support effective patient flow and coordination by maintaining clear and timely communication across departments.

• Help identify barriers that may affect a patient’s ability to access or continue care and connect patients with the appropriate team member or resource.

• Maintain patient privacy and strict confidentiality in accordance with HIPAA requirements and Wallace policies and procedures.

• Contribute to a collaborative and supportive team environment and assist team members as needed.

• Participate in training, quality improvement, and organizational initiatives that improve patient experience, access to care, and quality of service.

• Demonstrate professionalism, accountability, reliability, and respect in interactions with patients and colleagues.

• Perform other duties as assigned to support the needs of the organization and the patients and communities we serve

Qualifications

Required

• Minimum of two years of customer service experience.

• Minimum of one year of healthcare reception experience, including patient registration and medical and/or dental scheduling.

• Bilingual in Spanish and English.

• Ability to work effectively in a fast-paced healthcare environment and manage multiple priorities.

• Excellent verbal and written communication skills, including professional in-person and telephone communication.

• Demonstrated ability to provide professional, compassionate, and culturally responsive customer service.

• Ability to work effectively and collaboratively as part of a multidisciplinary team.

• Experience working with individuals from diverse backgrounds and patients experiencing barriers to accessing healthcare

• Ability to maintain strict patient confidentiality and comply with HIPAA and organizational privacy requirements.

Preferred

• Experience working in a Federally Qualified Health Center (FQHC) or community health center.

• Experience using an electronic medical record (EMR/EHR) system; Epic experience preferred.

• De-escalation or conflict-resolution training.

• Certified Healthcare Access Associate (CHAA) certification.

Working Conditions: What You Can Expect

Work is performed primarily in a clinical environment. Robust health and safety training is provided at hire and annually to all staff.

Some scheduling flexibility may be available but is not guaranteed.

This position requires the ability to:

• Sit for extended periods of time

• Stand, walk

• Lift and/or carry up to 30 pounds

• Read fine print

• Speak/communicate in person, in writing, by telephone, and electronically

• Hear

Full-time employees are eligible for full participation in benefits, including health insurance, 401(k) retirement account, flexible spending accounts, basic life and disability insurance, and generous paid time off.