Scheduling Coordinator

I. PATIENT COMMUNICATION

A. First in line to answer all incoming calls, this will include one or more of the following - Daily:

1. Transfer the call to the correct person

2.  Answer questions regarding scheduling for doctor(s)

3. Take messages on notepad (fill out entirely)

4. If busy with other patients checking in/out at the desk, ask the caller if you can call them back, ask for a phone number.

B. Confirm Office appointments as described in (Confirmation call S.O. P.)

C. Telephone message system (Forwarding and Unforwarding S.O.P.) :  

• Turn phones on/off, record and update grasshopper messages daily.

D. Greet patients as soon as they enter office - Daily

                     1. Confirm current address, phone number and insurance information

"Mrs. Jones...are you still on North Street, is the last four of your cell phone still 5322, and do you still have Metlife insurance?” Also ask for Email.  Have a sign in sheet for patients to complete in case you might be on the phone.

2. Ask for the patient's driver’s license and make a copy or scan into the computer.

E. Notify the clinical staff of patient’s arrival  and ensure that patient is seated on time (alerting clinical staff at 5 min and    

     10 min into appt)      

G. Correspondence

1. Directions to the office, call their insurance company prior to coming in.

                     2. Correspondence as requested by doctors

                     3. Correspondence as needed to patients

II. SCHEDULING

A. Schedule appointments to meet production goals:

                     Doctor goal is $4,000  a day per provider.

                     Hygiene goal is $1,200 a day per provider.

Total office anticipated production $11,600 per day.

1. Concentrate on current day first, next day second, and two days from current day, third, i.e.

                                an opening in the current day schedule takes priority.

1. Direct patient to do what you want. Pleasantly tell them the time you want them to come in.

                               Don’t ask them when they want to come in.

1. Fill cancellations and openings in schedule.

2. Schedule according to doctor and assistant time

B. Monitor/track and call patients on the Broken Appointment list to schedule.

C. Build a short notice recall list in your computer, by asking patients if they want to come in sooner.

•  Use this list to fill last minute openings in the schedule.       

D.  Notify clinical staff of changes in doctor's schedule as changes occur.

III.   GOOD RECORD KEEPING

A. Review charts for the next day's patients when doing confirmation calls.

1. Outstanding patient balances

2. Outstanding insurance claims

3. Unscheduled Family members

4. Unscheduled Treatment

5. Signed Treatment Plan For Upcoming Appointment

         B.    Tracking New Patients: 

1. Number of Emergency Patients

2.  Number of Converted Emergency Patients

3. Number of New Patients per month which is the # of comprehensive exams.  

         C.     Patient files review with Patient regularly to maintain a high level of Accuracy

1. Archive patient accounts as you become aware they are inactive and on an annual basis

2. Keep a count of the number of inactive / archived accounts to compare with new patients

3. Mark inactive patient accounts when no activity for 18 months. Attempt to recall prior to inactivation, place contact note on account with date of call.

IV. MISCELLANEOUS

         A.  Present at the morning huddle when necessary

                     1. The current day's schedule as well as the next days

                     2. Sikka Reports showing the prior days collections and collections MTD 

                     3.  Reviews

4. Asking the doctor(s) where they want emergency patients scheduled

         B.  Presenting the Office Coordinator with new patents schedule bi weekly, ensuring all referral sources have 

                  been entered. 

                C.  Recall

1. Assisting with recall daily when the schedule is open or instructed by the Director of Operations,  owner doctor, or Office Coordinator.

2. Uploads Recall weekly on Friday

      D. New patient thank you and welcome letters

1. Makes sure that the new patient thank you for referral letters are sent out on the 1st and the 15th of each month. These are to be addressed and stamped, but not to have a return address. These will be given to management to send.

      E. HELPS WITH ANY OTHER FRONT OFFICE DUTIES IF THERE IS A POSITION OPEN TO ENSURE A SMOOTH WORKDAY.