General Summary: A nonexempt position responsible for making appointments for patients following medical practice procedures. Tasks may be integrated into another position, e.g., receptionist/registration clerk.
Essential Job Responsibilities:
- Schedules appointments for patients by phone when they call in. If medical practice offers one-day appointments, schedules these appointments following physician and clinic protocols which may mean scheduling the patient with a physician other than their primary physician.
- Uses manual/computerized system to match physician availability with patient’s preferences in terms of date and time.
- Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns.
- Retrieve and process patient’s requests from our website.
- Retrieve and process any other incoming correspondence/requests from other facilities.
- Ensures that updates (e.g., cancellations or additions) are input daily into master schedule.
- Communicate as needed with physicians and other staff about any patient concerns/issues related to scheduling. Consults with office manager about any system problems.
- Uses customer service principles and techniques to deal with patients calmly and pleasantly.
- Verify and prepare dictation documents for the physicians to sign. Send completed dictation.
- Perform other various duties as assigned.
Education: High school diploma.
Experience: Minimum one year of experience in an appointment scheduling position, preferably in a medical practice setting.
- Knowledge of medical practice protocols related to scheduling appointments.
- Knowledge of manual/computerized scheduling systems.
- Knowledge of customer service principles and techniques.
- Skill in communicating effectively with physicians about scheduling preferences.
- Skill in maintaining master appointment schedule via manual or computerized means.
- Skill in producing reports about appointment patterns as needed.
- Ability to communicate calmly and clearly with patients about appointments in all circumstances including when they are urgent or emergent.
- Ability to analyze situations and respond appropriately.
Equipment Operated: Standard office equipment with emphasis on computer hardware and software as well as telephone, scanners, printers.
Work Environment: Position is in a well-lighted office environment.
Mental/Physical Requirements: Mostly sedentary with some standing, walking, reaching. Periodic stress from handling many calls and patient requests.