New Patient Coordinator

Dallas IVF, a state-of-the-art clinic offering a wide variety of treatments ranging from basic care to the most advanced fertility technologies, is looking for a full-time experienced New Patient Appointment Coordinator at our Dallas location. This is position is responsible for making patient appointments following medical practice procedures. Tasks may be integrated into another position, e.g., receptionist/registration clerk or medical assistant.

Job Title: New Patient Appointment Coordinator

Department: Clinical / Patient Access Services

Reports To: Front Office Manager Physician Liaison

Primary Job Responsibilities:

• Schedules appointments for patients either by phone when they call in, email, online contact form or in person after an office visit according to company policy
• Uses computerized system to match physician/clinician availability with patients preferences in terms of date and time.
• Obtain patient demographic information and insurance information/update patient demographic information in scheduling software system
• Contact patient prior to appointment to discuss insurance verification and benefit eligibility
• Assemble and mail out new patient case history forms/update paperwork
• Verify insurance authorizations and updated verification complete prior to appointments
• Maintains confidentiality of patient and company information.
• Complies with all company policies and procedures.
• Gathers and ensures all necessary documentation for chart is obtained.
• Communicates effectively with Clinical Team members to assure a smooth transition from intake to start of care.
• Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns. Works with Marketing Director on scheduling patterns, analytics, patient feedback and customer service
• Ensures that updates (e.g., cancellations or additions) are input daily into master schedule and master tracking spreadsheet
• Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to scheduling. Consults with Team Lead or Office Manager about any system problems.
• Uses customer service principles and techniques to deal with patients calmly and pleasantly.
• Performs other duties as assigned.

Education: High school diploma or GED; Associate degree preferred.

Experience: Minimum one year of experience in an appointment scheduling position or customer service position in a medical practice setting. Word processing and computer experience required

Performance Requirements:

Knowledge:

• Knowledge of medical practice protocols related to scheduling appointments.
• Knowledge of manual/computerized scheduling systems.
• Knowledge of customer service principles and techniques.
• Knowledge of medical terminology

Skills:

• Skill in communicating effectively with physicians/clinicians about scheduling preferences.
• Skill in maintaining master appointment schedule and associated KPI and Tracking Spreadsheets via manual or computerized means.
• Skill in producing reports about appointment patterns as needed, maintaining productivity measured through reporting of scheduling analytics

Abilities:

• Ability to multitask effectively, dealing with phone calls, in-office patients, staff, and others pleasantly.
• Ability to communicate calmly and clearly with patients about appointments in all circumstances including when they are ill or have an emergency.
• Ability to analyze situations and respond appropriately.
• Ability to competently use Microsoft Office, including Word, PowerPoint, Excel, and appropriate practice management software.

Equipment Operated: Standard office equipment with emphasis on telephone and computer hardware/software.

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, telecommute options available

Mental/Physical Requirements: Must possess the physical and mental abilities to perform the tasks normally associated with an Appointment Scheduler that mostly sedentary with some standing, walking, reaching. Daily and repetitive data entry may cause nerve problems unless ergonomic techniques are used. Periodic stress occurs from handling many calls and dealing with patient requests.