Job Title: Patient Appointment Scheduler

Job Summary: Job Summary: The patient appointment scheduler is responsible for making patient appointments in a fast-paced call center environment, while adhering to medical practice procedures. The scheduler will provide exceptional customer service to every person while scheduling appointments or routing incoming callers to the appropriate individual or department that can help them. Provide the doctors and advanced practice providers with organized, complete, and accurate information for all clinic appointments. This position may include tasks that integrate into another area (e.g. receptionist / medical assistant).

Job Responsibilities/Tasks:

• Answer incoming calls, emails or other inquiries to schedule appointments.
• Schedules patients (new and established) appointments by phone and properly prioritizes scheduling based on patient need, requiring a broad knowledge of scheduling criteria
• Utilizes customer service principles to manage call flow and patient interactions in a calm and professional manner
• Communicate effectively with patients, physicians, team members, and other staff when cooperation is required to accomplish a task or relay important information
• Ensures that necessary updates (e.g., cancellations, additions, rescheduling) are input into the system and/or master schedule
• Maintains relevant scheduling records to ensure accuracy of information
• Operates the scheduling system to coordinate patient appointment needs with physician availability in an efficient manner
• Be versed in all insurance plans and accurately attach patients’ insurance policies to the correct plan with only the verbal information provided over the phone

Required Skills/Abilities:

• Knowledge of medical practice protocols related to appointment scheduling
• Knowledge of medical terminology
• Knowledge of health insurance plans and coverage (preferred)
• Familiarity with manual/computerized scheduling systems and software
• Strong knowledge of customer service techniques
• Ability to communicate calmly and effectively with patients, physicians, and other staff
• Ability to problem solve and perform effective conflict resolution when disputes occur
• Ability to adhere to frequent schedule changes and appointment restrictions within the practice and relay that information to patients in a timely manner
• Ability to multi-task efficiently in a high volume environment
• Must adhere to call quality guidelines 

Education:

• High School Diploma or Equivalent (Required)
• Associates Degree (Preferred)

Experience:

• At least one year of appointment scheduling and/or customer service experience (Required)
  • Preferably in a medical/healthcare environment/organization
• Word processing and computer experience (Required)

Work Environment: Medical office or reception area. Exposure to communicable diseases and other conditions related to clinic setting. Work may be stressful due to a busy office.
 
Mental/Physical Requirements: Ability to work in a fast-paced environment. Ability to sit for extended periods of time. Ability to respond professionally and calmly in all situations. Ability to handle interruptions. Ability to maintain a clean, organized, friendly work environment.  Punctual and flexible with schedule and duties as needs arise. Ability to work closely with a cohesive team spirit with a positive attitude. 

**The purpose of this position description is to summarize the major job responsibilities and requirements. It is not meant to be exhaustive and is subject to revision.